| Residential Tenancy Services |
| This output expense involves the administration of the Residential Tenancies Act 1986. It includes providing information, education, advice and dispute resolution services. It also involves undertaking compliance activity and administering residential tenancy bond monies. |
| Outputs |
Measures |
Standard 2005/06 |
Standard 2006/07 |
|
Residential Tenancy 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 who 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.
|
Quantity
Forecast telephone enquiries for tenancy advice |
200,000-250,000 |
200,000 -220,000 |
Quality
Percentage of tenancy advice that meets or exceeds quality standards |
80% |
85% |
Timeliness
Call abandonment rate for tenancy advice |
Not to exceed 7% |
Not to exceed 7% |
Bond Management:
Manage bond lodgements, refunds and investment as required under the Residential Tenancies Act 1986. |
Quantity
Forecast bond lodgements |
190,000-210,000 |
180,000- 200,000 |
| Bond refund requests |
190,000-210,000 |
205,000-215,000 |
| Calls for bond advice |
180,000- 220,000 |
180,000-200,000 |
Quality and timeliness
Percentage of bond advice that meets or exceeds quality standards |
85% |
85% |
| Percentage of bond refunds refunded correctly based on information held at the time of refund, completed within 2 days |
100% |
100% |
| All bond investments made within our investment strategy criteria and within 0.25 percent of prevailing daily rates |
100% |
100% |
Timeliness
Percentage of bond lodgements processed within 5 working days of receipt |
100% |
100% |
| Call abandonment rate for bond advice calls |
Not to exceed 5% |
Not to exceed 5% |
Compliance:
Investigate and respond to alleged breaches of the Residential Tenancies Act 1986. |
Quantity
Number of investigations |
60-70 |
60-70 |
Quality
Percentage of compliance interventions resulting in voluntary compliance |
85% |
90% |
Timeliness
Investigations completed within 20 working days |
100% |
100% |
Residential Tenancy Dispute Resolution:
Provide timely dispute resolution services that are accessible to our clients and connect with the different communities we serve. |
Quantity
Forecast volumes of Tenancy Tribunal applications |
45,000-50,000 |
43,000-50,000 |
Quality
Percentage of applications for dispute resolution resolved out of court (excluding vacated positions) |
65-70% |
65-70% |
Timeliness
Percentage of disputes resolved within 24 hours using telephone mediation |
New measure |
5% |
| Percentage of applications referred to mediation that are scheduled within 10 working days of receipt |
New measure |
80% |
Residential Tenancy Public Information and Education:
Provide information and education to consumers and providers to enable them to make informed decisions. |
Quantity
Number of information seminars for target landlord and tenant groups |
New measure |
28 |
Quality
Survey awareness of Tenancy Services, rights and obligations, and the use of high-quality property management practices |
New measure |
Standard to be set following baseline survey |
| Assess effectiveness of information for target groups using focus groups and surveys |
Measure achieved |
Measure achieved |
Tenancy Tribunal Administration:
Provide administrative support for the Tenancy Tribunal. |
Quantity
Forecast volume of Tenancy Tribunal hearings scheduled |
22,000-27,000 |
22,000-27,000 |
Quality
Hearings are scheduled in accordance with the guidelines and standards set by the Principal Tenancy Adjudicator |
New measure |
100% |
Timeliness
Percentage of tenancy applications proceeding to the Tenancy Tribunal have a hearing within 20 days (excluding vacated applications) |
80% |
80% |
State Housing Appeals Authority Administration:
Provide administrative support to the State Housing Appeals Authority. |
Quantity
Number of appeals |
New measure |
1-5 |
Quality
Administration of appeals meets the standards set by Principal Member of the Authority |
New measure |
Measure achieved |
Timeliness
Hearings held within 20 working days of application |
100% |
100% |
| Cost for output expense (figures exclusive of GST) |
Revenue: Crown
$000 |
Revenue: Department
$000 |
Revenue: Other
$000 |
Total Expenses
$000 |
Surplus/(Deficit)
$000 |
| 3,921 |
167 |
13,788 |
17,876 |
0 |