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Service Charter Report 2004-2005

AMSA, 15th Annual Report, 2004 - 2005

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.

AMSA’s quality management system also requires that as part of the continuous improvement process, AMSA record and analyse customer feedback on the services that it provides to identify areas for potential improvement.

During 2004–2005, AMSA recorded five complaints (compared to seven in 2003-2004) and 101 compliments (compared to 57 in 2003-2004).

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 2004-2005, this feedback led to measures being considered to improve delivery of information and continued attention on improving relations with particular external stakeholders.

The four most common type of compliments that AMSA received in 2004-2005 were:

Twenty two in appreciation of assistance provided by AMSA in search and rescue coordination and related functions;
Fifty-three commendations 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 and organisation of AMSA conferences.
Twelve 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.
Thirteen compliments went to the quality and promptness of AMSA’s services.

The five complaints received in 2004-2005 related to the lack of availability of documents on AMSA’s Internet site, the length of time involved with the issue of an invoice, the timely provision of information to a stakeholder about search and rescue operations occurring in its region, and a criticism of information in an article in a trade magazine.

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 matters 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. The Charter and the procedure are regularly reviewed and updated as part of AMSA’s quality management system.

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 service.charter@amsa.gov.au, if they are not satisfied or think other contact is not appropriate. During 2004-2005, no calls were received to the special contact telephone number or email address in relation to stakeholder comments about AMSA’s level of service.

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.

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November 2005