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Focus area 2.2: Service delivery
AMSA continues to work to refine and enhance our service delivery arrangements for our stakeholders. During the 2019–20 financial year we:
- reviewed over 2,800 vessel permissions to ensure a high level of data quality in the domestic commercial vessel fleet
- continued to refine our suite of forms based on feedback received from stakeholders, with the aim of making them more user friendly and less time consuming to complete
- continued to enhance our customer relationship system to ensure that stakeholders receive timely and consistent advice
- reviewed our seafarer certification service processes to find efficiencies and improvement opportunities.
During the year we also reviewed our arrangements provide support for the industry during the COVID-19 pandemic. Actions taken by AMSA included providing Australian seafarers impacted by the COVID-19 pandemic with an automatic six-month extension on the renewal of certificates of competency and making available a range of exemptions for vessel operators.