Recruitment Companies Frequently Asked Questions (FAQs)

Customer Service - Call Centre - Contact Center

The most common frequently asked questions (FAQs) asked by candidates and employers can be found on this page.

If your questions are not covered here or they are more specific, please do not hesitate to call Staffing on (07) 3733 1015. Our specialist recruitment team will be glad to provide you with the right answer!


Job Seekers FAQ

  • What should I expect from a recruitment agency if I am short-listed for a role?

    The recruitment starts with the submission of your resume. From there you can expect from a recruitment consultant if your skills and experience best match with a vacancy being recruited for. If you aren’t judged to be the most suitable candidate your resume will be retained in their candidate talent database to be matched with future employment opportunities. The Recruiter will then strive to meet you before presenting your application to their client. Through the client’s interview process you’ll be supported by the staff agency with meeting preparation, continued communication, constructive feedback and salary negotiation advice.

  • Why register with Staffing?

    With Staffing you will be partnering with a customer service specialist. We understand the employment market and specific issues of our clients. When you register with Staffing you gain access to FREE CareerController tools to assist you manage your career. You will not only become a candidate for more than 16,000 jobs advertised on Staffing every year, but also be matched with and be able to apply for millions of jobs sourced via our affiliate network.
    The easiest way to register with Staffing is to clicking Find Work. You can also apply for jobs that we list on our website. Make sure you have updated your resume before starting the register for work process.

  • Can I just email my resume directly to recruitment companies?

    Most larger recruitment companies use sophisticated databases to search for an identify candidates that match the needs of companies. You need to register on staffing agency websites in order for your resume to be uploaded into their talent database. Applying for jobs on jobs board such as Seek or Indeed does not necessarily mean you have been registered on their database so it is often worthwhile both applying directly for roles and also registering on a recruitment agency website. For Staffing you should complete your personal details and upload your resume here Find Work
    Of course, you may be asked by employment agencies on occasions to email your resume directly. Sometimes this is because they want your resume in a MS Word (or similar editable) format so that they can remove your contact details from your resume in order to forward it to recruiters.

  • What is the difference between a recruitment agency and employment agency?

    The distinction between recruitment agencies and employment agencies was historically based on recruitment agencies only offering hiring services where they would source candidates on behalf of companies who would then employ the candidates directly. In turn, employment agencies would offer temporary staff or contract staffing services where they would employ the candidate and then on-hire (or on-sell) the candidate to employers, charging a margin on top of the salary and direct employment costs. Most recruiters operate both services so the distinction is no longer as relevant as it may have been in the past.

  • What can I do to improve my resume?

    At Staffing we offer you a Rapid Resume Builder as a FREE tool to generate a resume that you can then easily edit and update. Also once you have Registered For Work you will be setup with a FREE CareerController profile containing the work experience, attitude towards change and continual learning and education and credentials we have extracted from your resume. You can easily update this profile and also output your profile as a resume with hundred of modern designs. Be mindful that we can only search on information with is accurate and up to date so please ensure you regularly log into CareerController to update your profile, even if you are working, so that we can match with current and future vacancies.

  • What happens after you have applied for a job through a recruitment agency?

    Recruitment consultants typically manage multiple jobs at once. Candidates resumes are reviewed and short-listed, selected candidates are interviewed by the recruiter and those candidates whom the recruiter believes are suitable for the role will then have their resumes forwarded on to the clients. If the client chooses to interview the candidate this will then be arranged via the recruitment consultant. Often there is testing and assessments, plus sometimes multiple rounds of interviews, before reference checking is conducted by the staffing agency prior to an offer of employment being presented to the successful candidate. This process can sometime occur quickly, however on average takes between 2 - 6 weeks to take place. It is not usually after a candidate has accepted a role, and in some cases actually starts working, that employment agencies will then notify other applicants that they were unsuccessful in their application.

    Often no notifications are made, with all applicants made aware at the outset of the process that only successful applicants will be contacted by the employment agency. Don’t despair as you can always call recruitment agencies to ask them about the status of your application and your resume is also usually kept on file in case another role that better suits your skills and background becomes available. You may also be added to a mailing list where you will receive notification about future roles that you can apply for.

  • What does a recruitment company do?

    Staff Agencies operate on behalf of their clients the hirers. Recruitment Companies are external service providers who source candidates for employers to employ directly. Staffing Agencies also frequently offer temporary or contract staffing services where they on-hire (or 'on-sell') candidates, whom the employment agency employs, to their clients.

  • As a candidate, do I have to pay for the services of a staff agency?

    No the service is FREE! Almost all recruitment companies are paid by either hirers or on some occasions the government to help unemployed candidates find work. Employment Agencies such as Staffing benefit that you register for work with them, as it makes it much easier to source fantastic talent on behalf of their clients who pay them for their service. Registering with recruitment agencies is FREE and even if you are offered a role it is the clients of the recruitment agency who pays a fee for their services.


Recruitment Companies Services

  • How much do employment agencies charge?

    Other than executive search where an upfront retainer usually charged, recruitment agencies typically don’t charge any upfront fees unless they source a fantastic candidate who starts working for their clients. Recruitment Companies typically charge for permanent recruitment a placement fee of between 10% and 20% of the annual salary package of the candidate. For temporary staffing services the margin varies significantly based on such factors as the volume of work, length of the role, candidate salary rate and whether there is a preferred supplier agreement (PSA) in place, and with an average per hour margin of $8 to $29 per hour after direct employment costs.

    When calculating temp or contract margins a temping agency typically take into consideration such factors as:

    • How many staff does the client require?
    • What is the duration of assignment? (if not Permanent)
    • What is the potential for repeat business?
    • Will we be added to the Preferred Supplier List (PSL)? Will a Preferred Supplier Agreement (PSA) be put in place?

    Contact Staffing on (07) 3733 1015 to speak to a Consultant about your organisation's employment needs. Alternatively click on Find Staff or complete a Contact Us enquiry.

  • What happens when I contact a recruitment agency?

    Normally you will be asked about your operation, your business' requirements and your contact details. Role specific questions will also be asked regarding the preferred start date of the role, salary range, skills and experience requirements, working hours, interview preferences and the location. Usually the placement fee will be confirmed or hourly rate quoted on the phone for you to make a decision. This will also be confirmed via email along with a copy of the recruitment agency terms of business (TOB) outlining the conditions of their services. There is no obligation to use their services at this stage, whereby the onus is on the staff agency to source fantastic candidates that meet your recruitment needs in order for them to be paid. Based upon your agreement to proceed with hiring a candidate or hiring temp staff, you we will be allocate the Staffing Consultant who will become your point of contact thereafter. If you have multiple roles, a primary Staffing Consultant will be appointed by Staffing who will liaise with other specialist consultants within the recruitment agency.

    Call Staffing today on (07) 3733 1015 to outline your organisation's needs and find out more about how our services can assist you.

  • How does Staffing source the best customer service candidates?

    After more than 10 years, Staffing has earned an Australian wide reputation from candidates for supporting their careers and matching them with roles from some of the largest, and also smallest, employers. With between 200 and 600 new registrations on our CustomerService.net.au website every week, Staffing has a talent database of more 169,000 candidates looking to maximise their career success. Candidates are given FREE access to CareerController where they can manage job applications, see roles that match their requirements and update their profile with the latest aspirations, motivation and skills. We also have access to an affiliate network and jobs boards that provides us with access to millions of capable call centre, contact center or customer service candidates, whether your business requires executive, staff agencies or recruitment companies staffing services.
    Call us on (07) 3733 1015 to discuss your business' needs to discover why Staffing has a reputation for service excellence as one of the top 9 recruitment agencies in Australia.

  • How is Staffing different to other staff agencies?

    We are consistently ranked in the top 4 recruitment agencies in Australia for our experience, recruitment systems and hiring processes. Feedback from regular surveys of our clients and candidates is that our consistant delivery of service excellence stems from our focus on:

    • Apply smarter staffing solutions that optimise employer and jobseekers outcomes
    • Exceed customer expectations and add value at every interaction
    • Quality, service and value will not be compromised
    • Services expectations will be communicated, mutually agreed and continuously surpassed
    With a vision to providing optimum solutions for uniting jobseekers and employers, Staffing aims to be the best staff agencies throughout Australia and the preferred career partner of job seekers nationally. At Staffing we also carefully select and hire recruitment consultants who embody and are committed to the following core internal values:
    • Innovation - I will embrace continuous learning. I will strive to continuously think outside the square.
    • Excellence - I will strive to surpass the expectations of my colleagues and customers.
    • Respect - I will treat all people with dignity and respect.
    • Passion - I will aim to impact my passion onto my colleagues and clients.li>
    • Teamwork - I will aim to build team work through sharing knowledge, valuing the insights of others and building on others ideas.
    • Commitment - I will continuously demonstrate my commitment to myself, the company and the wider community to be the best I can be.

    Contact Staffing on (07) 3733 1015 to speak to a Consultant about your organisation's employment needs.

  • What sectors or industries do recruitment agencies operate in?

    Each year staffing agencies place hundreds of thousands of professional candidates into permanent and contract roles across a broad range of industries and job categories. These include:

    • Accountancy & Finance
    • Architecture
    • Banking & Financial institutions
    • Construction
    • Digital Technology
    • Engineering
    • Executive Search
    • Healthcare
    • HR
    • IT
    • Legal
    • Marketing
    • Mining
    • Office Support
    • Oil & Gas
    • Property
    • Sales
    • Supply Chain & Logistics

    No matter what service you are seeking, give Staffing a call on (07) 3733 1015 so we can discuss your organisation's requirements.

  • What services do a staffing agency offer?

    Recruitment Agencies typically offer a large range of services to their clients, including:

    • Executive Search or Headhunting – Executive search services involve the payment of a retainer and success-based placement fee for identifying and recruiting highly qualified candidates for senior-level and executive roles often from a particular industry.
    • Permanent Recruitment – Recruitment Companies offer permanent recruitment services where they pre-screen candidates based on your particular skill, experience and background staffing requirements, who if successful in their interview, will be employed directly by the client. Fees for such service for Staffing are 10% of the agreed annual salary package which comes with a 3-month replacement guarantee.
    • Fixed Term Recruitment – Staffing Agencies offer fixed term recruitment services where we will pre-screen and supply suitable candidates who will become your employee for a fixed period of time. Staffing fees are based on 10% of the first year’s remuneration package which is applied pro-rata for the contract period up to a maximum of 12 months, with a minimum placement fee of $4,000 payable.
    • Contract Staff – Recruitment Agencies provide contract recruitment services where they will supply pre-screened candidates who are registered as independent contractors and usually engaged on a day rate. Staff Agency fees are based upon a percentage of the day rate that varies according to the period of the contract and agreed day rate.
    • Temp Staff – Employers with temporary staff needs enter into an agreement with a temporary staff agency to fill jobs with appropriately capable staff. A temp staffing and recruitment agency, also known as a temp staff agency or temping agency, finds and retains competent worker to send out on short or long-term assignments.
    • Preferred Supplier Agreement (PSA) Recruitment Services – Hiring Services are provided to a company on a pre-agreed fee schedule based on a the employment agency receiving a large volume of work on an exclusive or semi-exclusive basis.
    Contact Staffing on (07) 3733 1015 to speak to a Consultant about your organisation's employment needs. Alternatively click on Find Staff or complete a Contact Us enquiry.

  • What are the duties of a recruitment consultant?

    Good communication skills are critical to a role as a recruitment consultant. Much of a recruitment consultant's work involves utilising advanced interpersonal skills to build rapport separately with companies and candidates, understand the needs and personality traits of both in order to determine whether there is a good match and then facilitate an interview process.

    Recruitment consultants assist employers to identify, select and recruit staff for their vacancies, and help individuals find and gain appropriate employment. Great marketing, sales and persuasion skills are critical to a job as a recruitment consultant.

    What does a recruitment consultant do?
    Recruitment consultants are also responsible for:

    • interviewing and assessing prospective applicants and matching them with vacancies
    • screening candidates and drawing up shortlists of candidates for clients to interview
    • coordinating interviews
    • creating and placing advertisements
    • helping prepare applicants for interviews
    • building relationships with clients
    • negotiating employment contracts
    • headhunting

    The background and experience of recruitment consultants is varied with personal characteristics such as interpersonal skills, communication skills, confidence and initiative being the more common traits. For graduates, a degree in any discipline is acceptable for entry into the profession, although a qualification in a relevant subject such as human resources, marketing, psychology, business studies or management is beneficial. For specialist recruitment consultants, qualifications in IT, accountancy or engineering may be required. Key skills for recruitment consultants include:


    • Verbal and written communication
    • Good sales skills
    • Drive & Determination
    • Commercial awareness
    • Advanced organisational skills

    If you believe you have what it takes to be a fantastic recruitment consultant with Staffing visit our Career Contact Us Form and include a link to your LinkedIn profile. Join Staffing, one of the fastest growing staff agencies in Australia.

  • Do you employment agencies offer replacement guarantees if things don’t work out?

    Absolutely! We do expect candidates we have sourced to be very well matched to the roles. Staffing does however guarantee to provide you with an alternative candidate for the same position if the original candidate departs or is dismissed within 3 months. In our experience 3 months provides plenty of time for a candidate to settle nicely into the role. In our experience it’s unusual for carefully recruited and well matched candidate to leave a position. Perhaps our clients’ high retention rate is because we spend so much time carefully matching candidate motivation, personality, aspirations, experience and skills to your needs in order to source you the perfect candidate.


Temping Agency Services

  • How long does it take to hire a temp?

    Typically for temp roles the notice period from employers to a temping agency would typically 3 to 8 days. For some roles such as reception, nursing, laborers and teachers where a staff member is sick, organisations will often call a temp staffing and recruitment agency on the day that they require someone. For contract and more senior role typically recruiters would provide 14 to 30 days' notice in order to secure sufficiently talented and skilled staff.

  • How do temping agencies make their money?

    Temp Agency make their money in different ways. They take a percentage of the temp staffing or contact salary. They also charge a placement fee to their clients of between 10% and 25% of the annual salary for any roles that go from temp-to-perm.

  • What is temp to perm?

    ‘Temp-to-perm’ is an industry terms for temp staffing assignments that start as temporary, but could lead to being permanently employment by our client. We often offer this type of role. A company will us to find a candidate to fill a role temporarily, with an eye to possibly making them permanent if they are suitable. Often your salary expectations would be communicated to the client by your Staffing Consultant at the outset of the assignment. There is never any guarantee that that a temp staffing role will go temp-to-perm and as a temp you are not obliged to accept a direct employment offer if one is made.

  • How does a temping agency work?

    Employers with temporary staff needs enter into an agreement with a temporary staff agency to fill jobs with appropriately capable staff. A temp staffing and recruitment agency, also known as a temp staff agency or temping agency, finds and retains competent worker to send out on short or long-term assignments.

  • Do temp staffing employees get paid holidays?

    No. You are casually employed by Staffing and receive a loading on your salary. You are not entitled to annual leave, sick leave or payment for public holidays.

  • How much money does a temp staff agency take?

    The margin varies according to the temp pay rate and also the length and type of assignment. Often the client is aware of the margin and understands the premium they are paying for the recruitment service. For example, if a temp worker may be paid $30 per hour, the client for which they are working may actually be paying $40 per hour to the temp staffing and recruitment agency for their temporary staff services. Of the $10 differece, around 30% to 50% is likely to be attributed to direct employment costs (e.g. superannuation, payroll taxes and Workcover insurance) leaving around $5 per hour margin for the temp staffing and recruitment agency.

  • Why do recruiters hire temporary employees?

    Temp Staffing And Recruitment Agency can quickly provide your operation with experienced staff. Some common reasons companies hire temps are: employee annual leave or sickness, maternity or disability leave, staff sudden departure, unexpected or temporary demands, special projects, seasonal or peak periods or general employee shortages.

  • Do temp staff sign an employment contract?

    Yes. The temp staffing and recruitment agency employs you directly and will therefore expect you to sign an employment contract. Not only will the contract outline your employment status and conditions, it will also include certain restrictions regarding your ability to work directly for, and discussing your salary with, the businesses that they introduce you to.
    When the temp staffing and recruitment agency send you on a role, you cannot accept any other temporary or permanent position with the enterprise without going through the temping agency. Should the company want to hire you permanently, they will pay the temporary staff agency a certain amount to release you from your contract. Typically this is between 11% and 21% of the annual salary package that is offered to you.


Current Contractors or Temp Employees FAQ

  • How often do temps or contractors get paid?

    You will be paid by Staffing every second Friday. This means you are paid on the Friday for work completed both the week prior and 2 weeks prior. You are effectively been paid 1 or 2 weeks in arrears based on your time-sheet been approved by your supervisor. You will receive a pay slip with monies transferred out of Staffing's bank account Friday AM and transferred into your account over the course of the Friday (usually early in the morning with most banks).

  • How do I manage my time-sheet as a temp or contractor?

    You can update and ‘Save’ time-sheet every day, however only after you have finished working for a week (with Sunday being the last day) should you ‘Submit’ your time-sheet. Your time-sheet will then be sent automatically via email to your ‘Approver’ (usually your boss) to review and either ‘Approve’ or ‘Reject.’ Assuming the time-sheet is approved you will then be paid by Staffing on a fortnightly basis every second Friday. If the time-sheet is ‘Rejected’ you will be provided with a reason and have the opportunity to resubmit it. If you accidentally submit the time-sheet then please call Staffing on (07) 3733 1015 and we can reset the time-sheet for you.

  • Will I get training as a temp?

    You have normally been selected as you already possess the achievements, experience, skills and aspirations required to undertake the role. Our clients typically expect you to get up and running very quickly, particularly for short-term assignments or roles that don’t require much job specific systems or procured training. Even if you are a customer service expert, we understand that every organization has its own systems and processes. If there is no formal training program available, ask if there is a manual you can read, whether you can ‘shadow’ someone already undertaking the role or who is the best person to ask questions of. Not only do you want to feel comfortable and confident in your role as quickly as possible, but it is in your best interests to make yourself indispensable to your supervisor and our client as fast as you can!

  • How is my super contribution paid?

    You can nominate any approved super fund when you setup your Staffing Payroll Profile. We will make superannuation contributions to your nominated super fund every 3-months. If you have not nominated a super fund you will be setup with a super account with our default super fund SunSuper who you can call directly on 13 11 84. You will receive information from SunSuper once your accounts is setup following their receipt of a super contribution from Staffing on your behalf.

  • Will I be interviewed for a temp or contact role?


    The type and number of interviews varies for different assignments. You will always be interviewed by a Staffing Recruitment Consultant, who may undertake a preliminary screening prior to a more in-depth interview regarding your experience, skills, achievements, personality and general suitability for a specific role. Clients may elect to start you immediately on our advice (particularly for urgent short-term assignments) or undertake a phone interview. For medium to longer term assignments, you would normally attend 1 or 2 rounds of onsite face-to-face interviews with our clients, followed by reference checks.

  • What happens on Day 1 of a temp assignment?


    You should plan your route ensure you arrive at least 15 min early. Be well researched about the company (including reviewing their website), well briefed by your Staffing Recruitment Consultant and ensure you are calm and confident when arrive on Day 1. For most temp or contract roles you have already been selected because you already have the skills, achievements, experience and personality to undertake the role. You are therefore expected to get up and running very quickly, demonstrating straight away that you are motivated, hard-working, proactive and conscience. Our clients do not want someone who needs to be ‘task-managed’ or who is asking obvious questions about tasks that have already been explained. Our client needs to feel like they couldn’t survive without you after a few hours. This not only ensures your temp role will continue, but also maximizes your chances of securing additional work from Staffing or even the chance of being offered a full-time role, if you interested, working directly for our client.

  • How much will I get paid?

    The hourly rate is based on an agreed charge out rate with our client. Staffing will pay your salary, Superannuation, State Payroll Tax and Workcover and then make a small margin. This is agreed with your Staffing Consultant in advance of you accepting an assignment – including you having the right to specific your hourly salary and annual salary expectations (should there be an opportunity to switch to working directly for our client) - and generally doesn’t change unless the nature of the role changes or the assignment stretches over 9-months.

    If you believe the role you agreed to had changed please let us know. Your Staffing Consultant will be happy to look at rate increases if they are justified and we can secure agreement from our client. Remember your hourly rate is highly confidential (a condition of your employment) - as such you should only discuss it with your Staffing Consultant.

  • What happens if I am offered a role as a temp?

    You will have already been interviewed by Staffing and also usually our client so you should already be aware of the hourly salary, location of the role and other details. In some cases where a role needs to be filled at short notice, a Staffing Recruitment Consultant will provide this information over the phone and then follow-up with an email. Please confirm your acceptance of the role via email.
    If you have not worked for Staffing you will receive a separate email inviting you to setup your bank, super, tax and personal details in our time-sheet payroll portal. Please ensure you do carefully do this, as you will thereafter be completing a weekly online time-sheet and paid on a fortnightly basis on every second Friday.

  • Can I be setup as a contractor?

    Yes. Let us know if you would be setup as a contractor. Your Staffing Consultant will ask you some more questions and also adjust your hourly rate upwards as you will be responsible for paying your own superannuation. You will otherwise be setup as a PAYG casual employee on an hourly rate.

  • What if I am sick?

    Call, email or SMS your Staffing Consultant by 8am so that they can inform the client and if necessary, find a replacement. If you have been working long-term in a Temp or Contract role is also advisable to let your supervisor know directly via email, SMS or a call. Remember sick leave is not paid.

  • What happens if I have a payroll question?

    Firstly you can update and self-manage your own payroll profile. If you need to update your tax status, bank account details or super fund then please login into your Staffing Payroll Profile. If you have any concerns about your time-sheet approval please contact your Staffing Consultant on (07) 3733 1015. For issues with payment summaries, pay slips or the support of incorrect pay information please call Staffing and ask to be transferred to the Finance & Payroll Office. You can also submit any queries or concerns in the Payroll Contact Us Form and we will respond as quickly as possible. If you have any concerns or questions about your superannuation please contact your preferred fund directly. If you do not have a fund then please visit SunSuper or call 13 11 84.

  • Can I get time off?

    Unless arranged in advance with your Staffing Consultant of you accepting a temp assignment, we would not expect you to need time off in short-term assignments (i.e. less than 2 weeks). If you are attending interviews for permanent jobs, they should be made outside of normal business hours where possible. Otherwise, always check with your Staffing Consultant first (not the client) no matter how little time off is needed so that we can liaise with our client.

  • What if I miss the timesheet deadline?

    You should have submitted your time-sheet by 5pm on the Sunday each week you have worked. If you have missed your timesheet deadline please call your “&AE7&” Consultant immediately! Remember no approved timesheet no pay!

  • Can I look for permanent work while I am temping?

    Absolutely. Make sure your Staffing Consultant understands your needs, as we may be able to place you into a permanent position or even negotiate a temp-to-perm opportunity with the temp role you are currently working in.

  • What should I do if I have any safety concerns or I injure myself whilst working?

    Your first priority is your personal safety so please remove yourself from danger – making sure you notify emergency services if necessary! Generally, if you are on assignment you should immediately notify your supervisor so that they can remedy the situation as quickly as possible. You should thereafter discuss the matter with your Staffing Consultant. Our priority is your safety so at no stage would we expect your personal safety, health or wellbeing to be at risk. If you believe you have not been effectively inducted, trained or supported on any matter to do with health or safety please also discuss your concerns with your supervisor and thereafter with your Staffing Consultant. Also, if you believe you lack the skills, qualification or experience to undertake your assignment in a safe manner it is also your responsibility to notify your supervisor and Staffing Consultant immediately! Staffing will ensure that, where relevant:
    The host employer provides a safe working environment supported with correct health and safety processes and training

    • We will conduct a site-specific risk assessment
    • You will receive specific information relating to the job
    • You are provided by the host employer site specific induction
    • You will receive a phone call from your Staffing Consultants on your first day with the host employer to ensure you are both happy in the role but also feel your personal safety and wellbeing is not jeopardized or at risk
    • You will receive regular contact from your Staffing Consultant throughout the duration or your placement
    • You will have the means to report any safety issue or injury to Staffing on (07) 3733 1015
    For more information about the Staffing Health & Safety Policy clicker here.

  • Do I have to wear a suit every time?

    If in doubt, yes! Your Staffing Consultant should tell you what the working environment is like. It is better to be more formally dressed, until you are better informed and can see the general level of presentation of your colleagues.

  • What if I don't like the temp assignment?

    Call your Staffing Consultant on (07) 3733 1015 to discuss your concerns. Whether it be your supervisor, colleagues, the work or location, they are in the best position to sort any problems - no matter how trivial it may seem! On some occasions this may be a confidential conversation you are after. In some cases it is simply easier for your Staffing Consultant to raise a matter or concern on your behalf directly your supervisor (our client).

  • Do temps get holiday pay?

    No. You are casually employed by Staffing and are not therefore entitled to holiday pay, sick leave or to be paid for public holidays.

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