Go to top of page

Performance results

Objective: Engaged, active and compliant clients

We want our clients to be informed, capable and willing to comply. To be effective, we need to attract and retain clients that meet the requirements of our voluntary schemes and can benefit from our schemes’ incentives.

We also need to encourage compliance by assisting clients that have mandatory obligations under the schemes and to deter those not willing to comply.

To measure our performance against this objective, we consider our performance against engagement, guidance and communications activities as well as our performance in relation to the collection of information for registrations and accreditation using the following performance indicators.

Level of client satisfaction with engagement and guidance provided.

Source: Corporate Plan 2018–22

Results

2018–19

2017–18

70%

64%

To assess our clients’ level of satisfaction with our engagement, guidance and communication activities, we seek their feedback on an annual basis. This feedback is used to assess our performance and improve our approach to client engagement.

The results from the 2018–19 Communications survey indicated that 70 per cent of respondents agreed or strongly agreed that our agency effectively engages with our clients. We value the feedback provided by our clients and will continue to work with them to address their feedback and areas of concern.

For more information, see Communications survey.

Proportion of client contacts resolved at first interaction.

Source: Corporate Plan 2018–22

Results

2018–19

2017–18

74%

79%

This performance indicator assesses our efficiency in resolving client enquiries through our dedicated in-house Contact Centre. We aim to resolve all client enquiries at first interaction. However, given the technical nature of our schemes, we expect that some enquiries will require escalation to specialised business areas within our agency for resolution.

In 2018–19, our Contact Centre resolved 74 per cent of telephone enquiries. This is slightly lower than the previous year’s result, and potentially reflects the impact of an increase in staff movements and increase in the complexity of client enquiries as our schemes mature.

We continue to build the capacity of our Contact Centre through investment in people, processes and systems to ensure staff have the necessary skills, capabilities and knowledge to effectively support our clients.

Volume of Australian carbon credit units issued.

Source: Corporate Plan 2018–22

Results

2018–19

2017–18

13,663,409

12,207,903

Each Australian carbon credit unit (ACCU) issued represents a tonne of carbon abatement stored or avoided by a project under the Emissions Reduction Fund. The number of ACCUs issued is an indication of the rate of participation under the Emissions Reduction Fund.

There were 13,663,409 ACCUs issued in 2018–19, which is an increase of more than 1.4 million ACCUs issued in the previous year. This increase is in line with our agency’s forecasts of ACCU issuance. Carbon abatement occurs progressively over the life of a project, with some methods seeing an increase in levels of abatement towards the end of the crediting period.

For more information on registered projects see Emissions Reduction Fund.

Volume of renewable energy certificates validated.

Source: Corporate Plan 2018–22

Results

2018–19

2017–18

LGCs: 26,250,722

LGCs: 20,023,012

STCs: 33,265,332

STCs: 25,567,897

The volume of renewable energy certificates validated indicates the level of client participation in the Renewable Energy Target scheme and the volume of electricity generated from large-scale renewable power stations.

A total of 26,250,722 large-scale generation certificates (LGCs) were validated in 2018–19, which is an increase of 31 per cent compared with the previous year. The increase in validated LGCs reflects the growth in accredited capacity from renewable energy power stations. This increase contributes to the 2020 Renewable Energy Target being achieved.

The number of small-scale technology certificates (STCs) validated increased by 30 per cent compared with the previous year. As the cost of systems continues to fall as technology becomes more efficient and cheaper, the amount of solar capacity and preference for larger systems continues to increase.

For more information about the Large-scale Renewable Energy Target and LGCs, and the Small-scale Renewable Energy Scheme and STCs, see Renewable Energy Target.

Proportion of applications processed within statutory or agreed timeframes.

Source: Corporate Plan 2018–22

Results

2018–19

2017–18

99.0%

98.4%

This performance indicator assesses our efficiency in processing applications within the statutory or administrative timeframes of our schemes. Where statutory timeframes do not exist, we apply internal administrative timeframes for application processing. Meeting timeframes provides clients with commercial certainty that their applications are complete.

In 2018–19, we processed 99 per cent of all scheme applications within statutory or administrative timeframes. We were able to achieve consistent results to the previous year through administrative efficiencies, which were implemented to meet the increase in the total number of applications processed, up by 38 per cent compared with the previous year.

We absorbed a substantial increase in applications for the Large-scale Renewable Energy Target, up 45 per cent on the previous year. This increase reflects the greater take-up of large-scale power stations by commercial and industrial businesses.

Performance against our objective

In measuring our performance against the objective of engaged, active and compliant clients, we have maintained strong results for our provision of accurate, timely and relevant guidance material to educate our clients to understand their obligations and to successfully participate in our schemes. In relation to registration, accreditation and approvals, we validated a higher number of renewable energy certificates this year, which is an indicator of confidence in the Renewable Energy Target by industry participants. Similarly, despite an increase in the number of applications we processed this year in response to the growing number of clients taking up incentives under our schemes, we maintained our performance level due to the administrative efficiencies that were implemented.

Objective: Efficient and effective administration

As an agency operating for the public good we have an obligation to be efficient and effective. In response to the government’s deregulation agenda, we continuously look for ways of doing things more efficiently for us and our clients.

To measure our performance against this objective we consider our business operations, people services, investigations and enforcement activities and report our performance against the following performance indicators.

Proportion of successful litigation commenced by the Clean Energy Regulator.

Source: Corporate Plan 2018–22

Results

2018–19

Nil

This performance indicator was developed for 2018–19 to assess the effectiveness of our agency’s compliance, investigation and enforcement actions.

Litigation commenced by our agency includes civil penalty proceedings, applications to enforce undertakings and injunctions. Criminal cases are, in general, commenced by Commonwealth and state prosecutors and not reported against this performance indicator. No litigation was commenced by our agency in 201819.

Proportion of non-compliance cases brought back into compliance.

Source: Corporate Plan 2018–22

This performance indicator was developed for 2018–19 to report against the proportion of non-compliance cases brought back into compliance.

Our approach and tools to address non-compliance are set out in our Compliance policy for education, monitoring and enforcement activities. We use these tools, including voluntary actions, suspension of accreditation, enforceable undertakings and court cases to address non-compliance and encourage compliance. However, it has proven difficult to measure whether a person has ‘become compliant’ as a result of these actions. This performance indicator has been discontinued in light of this difficulty.

In relation to enforceable undertakings, we developed and published our Compliance policy for enforceable undertakings. The status of enforceable undertakings, including whether they have been completed is set out on our website. While there are enforceable undertakings currently in force, only one was completed during 2018–19.

Positive assessments of the agency’s performance under the Regulator Performance Framework.

Source: Corporate Plan 2018–22

Results

201819

201718

Positive

Positive

We report against the Commonwealth’s Regulator Performance Framework. This includes preparing an externally validated, self-assessment report on our performance against six mandatory key performance indicators. We use this process to continually improve our regulatory performance and set targets for improved performance in future years. The assessment draws on formal and informal feedback from various sources, including the 2018–19 Communications survey.

At the time of writing, we have self-assessed as ‘positive’ against each key performance indicator. These results are expected to be confirmed by our external validators (who are from peak bodies representing a cross section of scheme participants).

Further details about our Regulator Performance Framework can be found on our website.

No significant breaches of government administrative, legal and policy requirements.

Source: Corporate Plan 2018–22

Results

201819

201718

1

4

This performance indicator reports on our agency’s compliance with governance and control frameworks, ensuring that we operate within the Australian Government administrative, legal and policy boundaries.

In 2017–18, we voluntarily reported non-compliance with INFOSEC-4 requirement of the Protective Security Policy Framework. In 2018–19, we completed remedial actions so that we now comply with all seven INFOSEC requirements noted in the Protective Security Policy Framework.

For more information about our compliance approach see Part 4 – Management and accountability.

Level of client satisfaction with staff interactions.

Source: Corporate Plan 2018–22

Results

201819

201718

80%

71%

We seek feedback from our clients as an indicator of their satisfaction with staff interactions and to assess the effectiveness of agency staff in supporting them. This helps us to evaluate service delivery and identify areas for future staff development.

The results from the 2018–19 Communications survey indicated 80 per cent of respondents were satisfied with their interactions with our staff. Respondents reported high ratings for staff demonstrating knowledge and understanding of legislation and processes. They also recorded high satisfaction ratings for staff being approachable.

To find out more, see Communications survey section.

Performance against our objective

In measuring our performance against the objective of efficient and effective administration, we have continued to better identify and deal with non-compliance within our schemes. We have achieved positive results for our operational performance indicators, which demonstrates the effectiveness of our agency’s processes and practices. Our ongoing commitment to service delivery is evidenced by continued positive results of our agency’s staff in administering our schemes.

Objective: A trusted, relevant and expert institution

To effectively carry out our role in relation to the challenge of reducing carbon emissions, the Clean Energy Regulator needs to operate as a capable, trusted agency relied upon to make sound decisions based on excellent knowledge and reliable data. We need to be agile and responsive to changes to our environment and work with industry, expert groups and associations to drive compliance in the sector.

To measure our performance against this objective we consider activities related to monitoring and encouraging compliance and providing market services functions, and report our performance against the following performance indicators.

Proportion of contracted abatement delivered.

Source: Corporate Plan 2018–22 and Portfolio Budget Statement 2018–19

Results

201819

87%

The proportion of carbon abatement delivered against the delivery schedule is an indicator of the effectiveness of our administration of the Emission Reduction Fund’s contract management function.

For 2018–19, the performance indicator has been refined to take into account revised ACCU delivery schedules for contracts currently in force. This is because the design of the carbon abatement contracts allows participants to bring forward deliveries and negotiate in good faith to potentially defer deliveries against contract milestones, provided that the total contracted volume is delivered by the end of the contract.

For 2018–19 contractual milestones, 11.2 million ACCUs have been delivered compared to the 12.9 million required (as at 26 August 2019). This has resulted in 87 per cent of contracted abatement being delivered for 2018–19. This result is above the target published in the Portfolio Budget Statement 2018–19 of greater than or equal to 80 per cent. Our agency monitors the performance of contracts and is taking case-by-case action so that outstanding contractual obligations will be met. A total of 42.99 million ACCUs have been delivered to 30 June 2019.

To find out more, see Emissions Reduction Fund.

Proportion of scheme-based statutory decisions upheld upon internal or external reviews.

Source: Corporate Plan 2018–22

Results

201819

201718

Internal review decisions: 100% (4/4)

External review decisions: 100% (1/1)

Internal review decisions: 60% (3/5)

External review decisions: 100% (1/1)

This performance indicator reports on the outcome of internal reviews requested by parties who have been affected by formal decisions of our agency. In general, an internal review will be sought by a scheme participant who believes that their interests have been adversely affected by a decision made by our agency. Reviews are conducted internally by another regulatory officer who was not involved in the original decision-making process. If the participant remains dissatisfied with the internal review result, they may then request an external review by an independent tribunal or court.

In 2018–19, four internal review decisions were made in relation to the Small-scale Renewable Energy Scheme. All four review decisions confirmed our agency’s original decisions. No external reviews were initiated in 2018–19.

A matter that was taken on external review in an earlier year was finalised in 2018–19. Our agency’s decision was upheld by the Federal Court. This led to two related Administrative Appeals Tribunal matters being withdrawn by the affected party.

To find out more see External scrutiny.

Proportion of safeguard facilities without an excess emissions situation after the previous reporting year.

Source: Corporate Plan 2018–22

Results

201819

201718

100%

100%

The proportion of safeguard facilities without an excess emissions situation verifies compliance with the National Greenhouse and Energy Reporting (Safeguard Mechanism) Rule 2015. The legislation required that safeguard facilities (referred to as responsible emitters) keep their net emissions at or below their emissions baseline.

As with the previous year, for the 2018–19 compliance period, 100 per cent of responsible emitters met their safeguard obligations by the 28 February 2019 deadline.

To find out more about the Safeguard Mechanism, see Safeguard Mechanism requires facilities to manage and report emissions.

Proportion of entities that complied with statutory registration deadlines (applicable to new entities).

Source: Corporate Plan 2018–22

Results

201819

56%

This is a new performance indicator for 2018–19.

Under the National Greenhouse and Energy Reporting Act 2007, corporations that meet the emissions, energy production or energy consumption threshold are required to be registered by 31 August following the year in which they first trigger the emissions, energy production or energy consumption threshold.

In 2018–19, 56 per cent of new entities that entered into the scheme complied with their statutory registration deadlines. We identified that many entities that have undergone a corporate restructure earlier in the year did not realise they needed to register until it came time to prepare their National Greenhouse and Energy report (mainly from September 2018 onwards). Work is undertaken throughout the rest of the year to identify and rectify registrations that are late.

Find out more about the National Greenhouse and Energy Reporting Scheme.

Compliance levels by regulated and liable entities.

Source: Corporate Plan 2018–22 and Portfolio Budget Statement 2018–19

Results

201819

201718

98.0%

99.7%

This performance indicator assesses the proportion of entities that are in compliance with specific reporting obligations under the Emissions Reduction Fund, the National Greenhouse and Energy Reporting scheme and the Renewable Energy Target. This is an indicator that our agency’s guidance activities support our clients to comply with their reporting obligations.

For 2018–19, 98 per cent of entities were in compliance with their reporting obligations. This result is above the target published in the Portfolio Budget Statement 2018–19 of 95 per cent. We have maintained consistently high rates of compliance across all schemes, however, this is marginally lower than the previous year’s result. This is due to a slight decrease for on-time National Greenhouse and Energy report submissions.

For more information see Scheme compliance.

Level of client satisfaction with the National Greenhouse and Energy Reporting scheme data available on the Information Portal.

Source: Corporate Plan 2018–22

We use feedback from our reporters and end users of data to enhance the collection and provision of National Greenhouse and Energy data. The National Greenhouse and Energy Reporting scheme data set contains key information about greenhouse gas emissions, energy production and energy consumption across important sectors of the economy.

In previous years, we have sought feedback from users through a survey tool, which has been discontinued in favour of direct engagement. In response to user feedback, we have developed a new online Reporting Hub, which increases the reliability of the platform, provides data users with easier access to the data through a range of streamlined pre-prepared reports.

For more information see Use of National Greenhouse and Energy Reporting scheme data.

Level of market confidence with the Clean Energy Regulator as a market regulator.

Source: Corporate Plan 2018–22

Results

201819

89%

This is a new performance indicator for 2018–19.

Our agency provides the registries for the operation of markets for Australian carbon credit units, small-scale technology certificates and large-scale generation certificates. For the effective functioning of these markets, it is important the market has confidence that our agency has a good understanding of how the market is functioning.

To gauge the level of confidence in our understanding of the markets, we sought feedback from our clients through the 2018–19 Communications survey. The results are based on three scheme questions, measured as a ratio of favourable to unfavourable. When excluding those clients who did not express a view from the total responses, 89 per cent of responses were favourable and only 11 per cent were unfavourable.

Find out more information about Informing the market .

Level of client satisfaction with registries and reporting systems.

Source: Corporate Plan 2018–22

Results

2018–19

2017–18

80%

75%

This performance indicator assesses our agency’s ability to meet client expectations by providing secure and user-friendly online registries and reporting systems.

The results from the 2018–19 Communications survey indicated 80 per cent of respondents were satisfied or very satisfied with our agency’s registries and reporting systems.

Find out more about our Online registries and systems.

Performance against our objective

We continue to strive to meet our objective of a trusted, relevant and expert institution. With respect to monitoring and encouraging compliance, this year’s results demonstrate our continued high rates of compliance. We ensured 100 per cent of responsible emitters met their obligations into the second year of the safeguard mechanism. All of our internal review decisions were upheld, which demonstrates the rigour and defensibility of our decisions in ensuring that we are seen as trusted, relevant and expert by Government, clients and the community. Furthermore, our agency’s efforts in providing information to inform market participants ensures that we are seen as trusted in supporting market integrity and effective market operations.

Objective: Secure and enduring regulatory infrastructure

Our changing policy environment and client base, and the need to operate efficiently, mean that we need resilient and adaptable long-term processes and systems as well as reliable data.

To measure our performance against this objective we consider activities related to the provision of information and communications technology services and report our performance against the following performance indicators.

Availability of online systems.

Source: Corporate Plan 2018–22

Results

201819

201718

99.4%

99.5%

The success of the schemes we administer is dependent on reliable and secure technological foundations. This performance indicator assesses our agency’s ability to create and foster client confidence in the market through the reliable operations of our online systems (our online systems also include registries). This performance indicator represents the availability of our online systems for clients as a percentage of time over 365 days.

We administer five online systems for use by our clients and stakeholders, including our website, Emissions and Energy Reporting System (EERS), Client Portal, Australian National Registry of Emission Units (ANREU) and the Renewable Energy Certificate Registry (REC Registry).

In 2018–19, our online systems were available for 99.4 per cent of time, excluding scheduled maintenance, which is consistent with the previous year’s result. This means that our online systems were unavailable for approximately 52 hours and 34 minutes during 2018–19.

Because online systems require maintenance from time-to-time, 100 per cent availability is not expected. However, the high availability result achieved reflects the reliability and resilience of our online systems.

For more information see Online registries and systems.

No infiltrations of the Clean Energy Regulator’s online systems.

Source: Corporate Plan 2018–22

Results

201819

0

This performance indicator was developed for 2018–19 to assess our agency’s ability to create and foster client confidence through the reliable operations of our online systems.

Our schemes are supported by a number of online systems, which are used to hold information or process transactions. As such they hold important personal, private, commercial and financial information about our clients and entities that participate in our schemes. Our reputation and the success of our schemes is reliant on trust placed in our services and trust that our online systems are secure.

In 2018–19, we did not detect any breach to our services or data. A zero result is what we strive to achieve. However, a positive number may also be acceptable if the response to the breach is effective and results in no service or data being lost or affected.

For more information see Online registries and systems.

Performance against our objective

Our achievement against our objective of secure and enduring regulatory infrastructure demonstrates our commitment to delivering reliable and resilient business systems and processes. We appreciate the value of our data holdings and are enthusiastic about sharing our data in line with government initiatives. As the custodian of key emissions, energy and abatement data, we are relied upon to provide secure and robust online systems and registries. Our performance ensures that we deliver resilient and reliable infrastructure that meet the current and future needs of our users and our agency.