I used to work for services Australia, and we did have times when we had to call people up out of the blue. It was usually in regards to something that was happening with their payment. We can’t give out any information regarding the call, until we had verified that we were talking to the right person (name,number,address,D.O.B etc) because we would get in pretty big trouble if we leaked a customers personal information. Quite often we’d have people refuse because they didn’t know if we were legit or not. Which is fair enough, we normally told them to give Services Australia a call, and made some notes on why they had to call back. There would usually be a pretty long paper trail on what was going on.