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Performance summary

Providing effective and timely response to complaints or referrals received from members of the public, ministers or members of parliament.

Performance criteria: Timeliness of complaint resolution

Targets: 90% of complaints acknowledged within five business days, and 85% of visa-related complaints resolved within two weeks.

Source: Portfolio Budget Statements, p.234; Corporate Plan 2016-20.

Quantitative performance measures

Figure 2.5: Timeliness of response to complaints

TOTAL COMPLAINTS – TIMELINESS

Complaint type

Total number of complaints

Complaints
acknowledged
within five
business days
(TARGET: 90%)

Visa/citizenship-related
complaints resolved
within two weeks
(TARGET: 85%)

Visa/citizenship-related

253

98%

87%

PID

11

75 %

N/A

Other

36

100 %

N/A

TOTAL

300

97%

87%

Figure 2.6: Public interest disclosures and complaints (not including visa/citizenship-related complaints) by agency and source

COMPLAINTS BY AGENCY AND SOURCE – NON VISA-RELATED

Agency

Number of complaints*

From public

From intelligence agency
employee or ex-employee

ASIO

34

30

4

ASIS

5

2

3

ASD

6

1

5

AGO

1

0

1

DIO

3

2

1

ONA

1

0

1

* A small number of complaints concerned more than one agency.

Figure 2.7: Complaint trends 2014-15 to 2016-17

Figure 2.7: Complaint trends 2014-15 to 2016-17

HTML version of this annual report converted and prepared by XiNG Digital Pty Ltd.