| Performance measures |
Performance to 30 June 2006 |
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Output: Advice and Guidance - Provide improved access to tenancy information and advice that meets clients' needs, including public education and targeted community and industry liaison work with:
- groups which are at risk in the housing market to improve housing outcomes
- industry to raise standards of property and property management
- government and non-government agencies to achieve common client outcomes.
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Forecast volumes per year:
200,000-250,000 telephone enquiries for tenancy advice |
201,213 telephone enquiries (207,425 last year) |
| 80 percent of tenancy advice will meet or exceed quality standards1 |
84.11 percent of tenancy advice met or exceeded quality standards (85 percent last year) |
| Call abandonment rate for tenancy advice will not exceed 7 percent |
The call abandonment rate was 7.2 percent (6.7 percent last year) |
| Output: Bond Management - Manage bond lodgements, refunds and investment as required under the Residential Tenancies Act 1986. |
Forecast volumes per year:
190,000-210,000 bond lodgements
190,000-210,000 bond refund requests
180,000-220,000 calls for bond advice |
210,207 bond lodgements (211,105 last year)
210,533 bond refund requests (200,520 last year)
183,246 calls for bond advice (190,391 last year) |
| 100 percent of bond refunds refunded correctly based on information held at the time of refund, completed within 2 days |
96.18 percent refunded within 2 working days. (98 percent last year)Refund error rate of 0.56 percent |
| 100 percent of bond lodgements processed within 5 working days of receipt |
96.2 percent of bond lodgements processed within 5 working days(94 percent last year) |
| Call abandonment rate for bond advice calls will not exceed 5 percent |
The call abandonment rate was 5.5 percent (4 percent last year) |
| 85 percent of bond advice will meet or exceed quality standards |
90.57 percent of bond advice met or exceeded quality standards (87 percent last year) |
| All bond investments made within the Department's investment strategy criteria and within 0.25 percent of prevailing daily rates |
All investments were made within the Department's investment strategy criteria and within 0.25 percent of prevailing daily rates |
| Output: Compliance - investigate, and respond to, alleged breaches of the Residential Tenancies Act 1986. |
| 80 percent of compliance interventions result in voluntary compliance |
100 percent of compliance interventions resulted in voluntary compliance |
| Some performance indicators were affected by the establishment of broader and centralised call centre services to clients |
| Output: Dispute Resolution - provide timely dispute resolution services that are accessible to our clients and connect with the different communities we serve. |
Forecast volumes per year:
43,000-50,000 Tenancy Tribunal applications |
47,268 Tenancy Tribunal applications (45,362 last year) |
| 65-70 percent of applications for dispute resolution will be resolved out of court (excluding vacated tenancies) |
66.4 percent of applications were resolved out of court, based on the current service delivery model (67 percent last year) |
| Output: Public Information and Education - provide information and education to consumers and producers to enable them to make informed decisions. |
| Survey awareness of Tenancy Services, rights and obligations and the use of quality property management practices |
A telephone survey was conducted. Working to implement findings |
| Assess effectiveness of information for target groups using focus groups and surveys |
A telephone survey was conducted. Assessing effectiveness of activities in an ongoing way |
| Output: Tenancy Tribunal Administration - provide administrative support for the Tenancy Tribunal. |
Forecast volumes per year:
22,000-27,000 Tenancy Tribunal hearings will be scheduled |
25,367 Tenancy Tribunal hearings were scheduled (22,943 last year) |
| 80 percent of tenancy applications proceeding to the Tribunal will have a hearing within 20 days (excluding vacated applications) |
74.3 percent (below 80 percent target) (81 percent last year) |
| Some performance indicators were affected by the establishment of broader and centralised call centre services to clients |