Telephone calls to the JPAC Enquiry Centre will be answered by a an automated message and will ask the caller to select one of four options:
- Pensions
- Medals
- IT enquiries and password resets
- Pay, personnel and records of service & ID Cards
(Additional options may be added for specific incidents/scenarios)
Having selected an option the caller will be routed to an appropriate agent who will ask what the query/problem is; carry out an identification and verification process and take appropriate further action.