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Strategy three: Improve regulatory service delivery and feedback systems to reduce the regulatory burden on industry

Summary and explanation of performance

We have reviewed and updated the APVMA website and finalised pathways and guidance materials for users. We are developing a new Stakeholder Engagement Framework and conducted 36 public consultations.

Focus areas and activities

Reduce the regulatory burden on industry:

  • develop and implement a program of work to support the Australian Government agvet chemical legislative reforms.

Establish business intelligence and analysis capabilities:

  • establish a centralised business intelligence capability
  • develop a business intelligence and reporting framework.

Consolidate APVMA communication and service channels:

  • improve currency, usability and accessibility of online information at apvma.gov.au
  • set the framework for APVMA stakeholder engagement.
Strategy three—Performance against corporate performance measures

Performance measure



Implementation of legislative reforms and reporting on operational impacts and benefits for clients

Corporate Plan 2018–19

The Streamlining Regulation and Operational Efficiency Bills before Parliament in 2018 did not pass second readings before Parliament was dissolved, and therefore there were no new legislative reforms needing implementation.

The quality and breadth of industry engagement activities delivered each year that meet the needs and preferences of clients and stakeholders

Regulator performance framework

In 2018–19, the APVMA conducted 36 public consultations on a range of topics including chemical product approvals, trade advice notices, public release summaries, chemical reviews and revisions to the Australia New Zealand Food Standards Code.

A new Stakeholder Engagement Framework is expected to be released in the 2019–20 financial year.

Annual survey of clients and stakeholders to monitor and track the level of satisfaction with APVMA online systems, interactions with clients and stakeholders, and regulatory information available online:

  • improve overall satisfaction with APVMA service performance (42% satisfied or very satisfied in 2018)
  • improve net promoter score (44 in 2018)
  • maintain satisfaction levels for clients interacting with APVMA staff (69% satisfied or very satisfied in 2018)
  • improved satisfaction of using online systems for small business and infrequent registrants
  • improve user satisfaction with apvma.gov.au (54% satisfied or very satisfied in 2018).

Regulator performance framework

The APVMA client and stakeholder survey was not conducted in 2018–19, with the next survey scheduled to occur in 2019–20.

We have reviewed the APVMA website content. Website feedback has been largely positive. We received 277 positive, 189 negative and 5 neutral feedback messages for individual web pages.

Alignment with the APVMA service charter

Corporate Plan 2018–19

Web content and publications, including the APVMA Gazette and Regulatory Update, were published on schedule in accordance with the service charter.

The APVMA Case Management and Administration Unit received over 5600 calls and 8100 emails in 2018–19. Phone messages and emails were checked daily and every effort was made to meet the requirements of our client service charter.