Quality Assurance
The Office is committed to continuous improvement and accountability and has established a comprehensive quality assurance program which includes: satisfaction surveys, performance indicators and case reviews.
Satisfaction Surveys
Satisfaction surveys can assist us to identify processes that need improvement. Satisfaction survey forms, together with a pre-paid addressed envelope, are sent to the parties when the examination of a complaint or decision is finalised.
A summary of satisfaction survey results for the past 12 months can be found in the most recent annual report.
Performance Indicators
It is extremely important for this Office to reinforce a culture of continuous improvement and accountability. To that end, a reasonable and basic set of internal performance indicators have been developed to assist us in monitoring how we are doing against the standards of service we set ourselves. Performance indicators are neither comprehensive nor absolute in nature and the practice and priorities are monitored and modified where necessary to reflect changes.
A summary of the OACC's performance indicators can be found in the most recent annual report.