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Service Charter Report
2002-2003
AMSA implemented its Service Charter in July 1998 following extensive consultation with major stakeholders, including government, industry and the community. It includes information about AMSA's service standards and the means by which stakeholders can provide feedback about the delivery of AMSA's services.
The Service Charter complements other avenues by which AMSA communicates regularly with its stakeholders, which include the AMSA Advisory Committee and a number of specialised consultative committees, comprising industry, government and community representatives. In addition, AMSA's Emergency Response Division, which is involved in coordinating search and rescue and marine environment protection functions, participates in regular debriefing sessions after a major incident to gain performance feedback in relation to these particular functions.
Feedback - Compliments and Complaints
Feedback on service performance (compliments, suggestions and complaints) is used in the following ways:
- referred to the action officer concerned;
- brought to the attention of other staff;
- used to improve the way that service is provided; and
- included in the corporate planning process.
During 2002-2003, AMSA recorded four complaints (compared to three in 2001-2002) and 52 compliments (compared to 60 in 2001-2002).
The Service Charter provides that complaints will be investigated in accordance with AMSA's Customer Compliment/Complaint Handling Procedure and will be responded to within seven working days.
AMSA's Customer Compliment/Complaint Handling Procedure
AMSA's formal Customer Compliment/Complaint Handling procedure provides for a two-tier response to significant comments from stakeholders. The first tier is at the working level by the officer who initially receives the comment and the second tier involves reference of the comment to the General Manager of the relevant Division or the Chief Executive Officer, as appropriate.
The procedure provides for recording of significant complaints and compliments. Feedback gained through the procedure, combined with other avenues of stakeholder communication, contributes to AMSA's continuous improvement process. During 2002-2003, this feedback led to measures being considered to improve delivery of information in relation to marine qualifications and continued attention on improving relations with external stakeholders.
The four complaints received in 2002-2003 related to information provided regarding requirements for gaining marine qualifications, failure to recognise certain marine qualifications, satellite-based polling of a ship's position for safety reporting and involvement of a volunteer group in a search and rescue operation.
The four most common type of compliments that AMSA received in 2002-2003 were:
- Sixteen expressed appreciation of assistance provided by AMSA in search and rescue incidents and medical evacuations;
- Fourteen commendations were for timely provision of relevant information and material to the industry and members of the public, the availability and usefulness of information on AMSA's web site, and the high quality of AMSA staff presentations.
- Nine responses were about the quality of liaison undertaken with industry, national organisations and government agencies, and for representing Australia's interests in the International Maritime Organization.
- Five compliments went to the quality and promptness of AMSA's services.
The complainants were provided with further information or were advised of the outcome from the investigation of their complaints and have not chosen to take the matter further. AMSA considers that all complainants found their concerns were handled in a satisfactory way.
AMSA considers that most stakeholders are aware of its Service Charter as it was widely circulated to industry and government interests, both during its development phase and again after its finalisation. The level of response and comments received during the development phase indicated a high level of awareness. All AMSA staff are aware of AMSA's commitment to quality service and the majority are aware of the specific service standards provided in the Service Charter.
Access to the Charter is maintained through AMSA's website and staff also can access AMSA's Customer Compliment and Complaints Handling Procedure and standard Customer Comment form through AMSA's internal web site.
AMSA's Service Charter invites stakeholders to provide comments to the officer with whom they are dealing or the manager at the nearest AMSA office. Alternatively, they can contact 1800 133 558 or e-mail email, if they are not satisfied or think other contact is not appropriate.
Measuring Performance
The key performance standards in the Service Charter provide the following service levels in responding to stakeholders:
- a response to written and electronic communication within
20 working days; - a response to telephone inquiries within two working days; and
- use of plain language that is clear and easy to understand.
Analysis of primary data and feedback from AMSA's consultative processes indicates that AMSA has substantially fulfilled these standards of service.