WE DEMONSTRATE THE BENEFITS AND VALUE OF INDUSTRY COMPLIANCE

Deliver increased awareness of the fund and increased engagement with our clients. Focus on improving employer compliance with our governing legislation.

RESULTS

Performance criterion 1 – Client survey feedback: Increase in respondents

Criterion source
2018–19 Corporate Plan (Performance section, page 21)

Results against performance criterion
While we did not deliver formal client surveys to assess an improved response from the prior year, our approach this year was to engage more directly for qualitative feedback, which has been a valuable process.

We captured feedback from our clients via multiple industry workshops, employer meetings and focus interviews as part of research for our digital transformation projects. We realised feedback was coming to us in themes and, in response, we prioritised development of a central register and reporting framework. Each month a resolution summary is provided to senior management.

The feedback gained through this approach indicates our educational efforts are contributing to improved client satisfaction with our service.

Performance criterion 2 – New employer registrations: Positive measure

Criterion source
2018–19 Corporate Plan (Performance section, page 21)

Results against performance criterion
Many non-compliant employers do not know they are obligated to register and pay into the fund on behalf of their employees. Education in this area is imperative.

This year we strengthened our position with a dedicated client engagement team delivering a tactical client engagement strategy. We improved our ability to engage with employers through our enhanced workforce and increased training programs.

We successfully met our performance objective with our focus on non-compliance, resulting in 147 new employer registrations in 2018–19.

Performance criterion 3 – Recovery of back levies: Positive measure

Criterion source
2018–19 Corporate Plan (Performance section, page 21)

Results against performance criterion
A core focus of our approach to employer compliance is equitable and consistent processes. This includes the commitment of more than $7 million in back levies from employers with unpaid obligations under the legislation.

We have seen positive results from our increased industry engagement and focus on non-compliance.

Continuous improvement remains a focus and during the reporting period we reviewed our recovery processes to incorporate client feedback. We are working towards an improved client onboarding experience for the future.

Performance criterion 4 – Client engagement strategy: Year 1 deliverables implemented

Criterion source
2018–19 Corporate Plan (Performance section, page 21)

Results against performance criterion
Direct client engagement has proven to be the most effective method for educating non-compliant employers.

This year we implemented our client engagement strategy and, to support outcomes, we doubled our recruitment of specialist engagement personnel, invested in training and utilised teleconferencing when a face-to-face meeting was not practical.

As a result, client meetings increased to 268 this year compared with 120 last year, an increase of 122%. These additional resources and meetings resulted in 147 new employers registering with Coal LSL.

While targeting employer compliance, we built staffing and system capability to inform eligible employees of their entitlements. We also engaged with all historical unregistered, non-compliant employers identified as part of the missing service review process.

Performance criterion 5 – Applications for eligibility: Positive measure

Criterion source
2018–19 Corporate Plan (Performance section, page 21)

Results against performance criterion
We have seen a large increase in service review applications over the past 12 months with 659 received on behalf of employees (515 received in 2017–18). This increase reflects the success of our employee awareness and education efforts around the missing service review process.

In addition to providing instructional application materials, we met with clients face-to-face, provided guidance to employees over the phone and delivered a more informative experience for applicants.

ANALYSIS OF PERFORMANCE
We have performed well against our goal of being a trusted educator.

Our objectives are to deliver increased awareness of the fund and increased engagement of
clients with a focus on improving employer compliance with the governing legislation. We continued to achieve gains in these areas throughout the reporting period.

We delivered positive results from our compliance and engagement strategies. These were major drivers of the increase in new employer registrations and our recovery of back levies during the year.

Service review applications continue to increase year-on-year as our engagement and education efforts continue.

We are engaging more directly with the industry. Our proactive and educative approach is strengthening our position as the respected regulator of long service leave in the black coal mining industry.