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Appendix E: Service standards

Table 82 Service standards, client contact services, 2020–21

Service standard description

Target

Result

For calls received through the national contact number 1800 900 090 we will answer your call within 5 minutes.

80% of calls are answered within our service standard.

73% a

Correspondence by online forms. For general enquiries received through the department's online contact form we will provide immediate confirmation of receipt and respond to your request within 10 business days of receipt.

If we cannot fully answer your query in that time we will advise you of when a complete response can be expected. Wherever possible, we will respond earlier. For some services, such as permit and grant applications, specific service standards may exist.

80% of requests are answered within our service standard.

87%

Bookings by phone/email. We will confirm your booking request, cancellation of amendment within one business day.

95% of bookings are confirmed within our service standard.

100%

a Not achieved due to a 12% increase in calls, mainly on documentation processing wait times.

Table 83 Service standards, import services, 2020–21

Service standard description

Target

Result

Inspection of goods at an approved premises. We will provide this service within 3 business days of confirmation of your scheduled appointment. During periods of significant short-term increases in trade activity, there may be delays. If this is the case, we will consult you to agree on a mutually suitable time for your appointment.

95% of inspections to be provided within our service standard.

94% a

Treatments. We will provide you or your representative with treatment direction within 2 business days after an inspection. The time we take to process your goods depends on the nature of treatment or the mandatory duration of quarantine periods.

95% of treatments are conducted within our service standard.

91% b

Inspection of non-commercial vessels. On arrival at a port at which the department has a permanent staff presence, we will aim to provide an initial inspection within one business day from you advising the department of your arrival. In periods of increased arrivals, such as regattas, the time to attend an inspection may be slightly longer.

95% of inspections to be provided within our service standard.

98%

Assess/issue import documentation lodged via Cargo Online Lodgement System (COLS). We will process your lodgement within 1 business day of receipt for urgent items. Non-urgent items will be processed within 2 business days of receipt. Lodgement processing may take longer if:

  • they require policy advice
  • incomplete or incorrect information is provided
  • additional information is required to continue the assessment (applicants will be notified of this by the assessing officers).

80% of assessments are processed within our service standard.

Urgent: 83%

Non-urgent: 65% c

Assess/issue import documentation lodged via email. We will process your lodgement within 3 business day of receipt. Lodgement processing may take longer if:

  • they require policy advice
  • incomplete or incorrect information is provided
  • additional information is required to continue the assessment (applicants will be notified of this by the assessing officers).

Email lodgement is to be used only for items listed as per industry notice 20–2016.

80% of assessments are processed within our service standard.

96%

Attendance in-office for clearing of imported or exported goods. We aim to attend to you within 30 minutes of you arriving at the office. During peak periods throughout a business day and when there are significant short-term increases in trade activity, there may be delays in our larger offices. You can expect to spend about 15 minutes with a departmental officer for each standard transaction that is accompanied by valid documentation. Urgent and non-commercial client personal effects will be considered higher priority.

80% of clearances are processed within our service standard.

Unable to measure d

Import permits – applications using BICON. We will issue import permits within 20 business days of completed applications being received and paid for in full. Applications may take longer if:

  • they require technical assessment
  • incomplete or incorrect information is provided by the applicant
  • additional information is required to continue the assessment (applicants will be notified of this by the assessing officers)
  • it is a novel product or has been prepared in a novel manner.

90% of import permits are issued within our service standard.

83%

a Results varied across locations (91% in New South Wales, 90% in Victoria, and service standard achieved in all other states). The results were marginally below the service standard despite significant increases in workload, managing the response to khapra beetle, diversion of cargo from major ports due to industry action, resourcing for offshore clearance of military, resourcing for assistance to South Australia for management of fruit fly in the Riverland region. b Some factors are outside of our control, such as reliance on the importer or their agent to advise of their preferred treatment option within the required time frame following inspection. c 50% of late lodgements were categorised as urgent, partly because the client lodged one business day or less from the estimated date of arrival. This meant available resourcing was dedicated to processing the urgent lodgements. We have improved management of non-urgent lodgements and clients lodging further in advance and are making related refinements to COLS. d We no longer record results for this standard because of the decommissioning of old technology. From May 2021 we temporarily ceased client-facing import document assessments. We continued front counter services for export document assessments.

Table 84 Service standards, export services, 2020–21

Service standard description

Target

Result

Inspection of goods at an export-registered establishment. We will aim to provide an officer to inspect goods at an export-registered establishment within 3 business days of your request for an appointment. Inspection times are based on availability so we may be able to provide the service within a shorter time frame.

95% of inspections are provided within our service standard.

99%

Inspection of goods for airfreight exports. We will aim to provide an inspection for goods exported by airfreight within 24 hours of your request for an appointment. During periods of increased trade activity, there may be delays in meeting your requested inspection time.

95% of inspections are provided within our service standard.

96%

Inspection of goods for sea freight exports. We will aim to provide an inspection for goods exported by sea freight within 24 hours of your request for an appointment. During periods of increased trade activity, there may be delays in meeting your requested inspection time.

95% of inspections are provided within our service standard.

99%

Inspection of bulk vessels for export appointment. We will aim to provide a physical inspection within 3 business days of a confirmed appointment.

95% of inspections are provided within our service standard.

99%

Assess/issue export documentation. We will process your lodgement within one business day for airfreight. We will process your lodgement within 3 business days for sea freight.

95% of assessments are processed within our service standard.

Air: 92%

Sea: 57% a

Plant export authorised officer application – application assessment. When an application is received and the application fee has been paid, we will aim to assess your application within 15 business days.

90% of application assessments are processed within our service standard.

75% b

Plant export authorised officer application – Deed of Obligations. When an assessment tool that has a competent result is received, we will require a further 10 business days to process an invoice for the appointment fee.

90% of requests are processed within our service standard.

100%

Plant export authorised officer application – Instrument of Appointment. When all training, assessment and further documentation have been completed and all fees have been paid, we will require a further 10 business days to provide the Instrument of Appointment.

90% of Instruments of Appointment are issued within our service standard.

100%

a We consistently met standards except for December 2020 to early April 2021. In this period grain exports were significantly higher than forecast because of excellent growing conditions. b As part of the implementation of the new export legislation in March 2021, we have introduced fit and proper person tests. These tests are in-depth and take longer than 15 business days to complete. We are reviewing the suitability of a 15-day service standard for this item, recognising we depend on other agencies to complete the fit and proper person tests.

Table 85 Service standards, live animal export services, 2020–21

Service standard description

Target

Result

Inspection of goods – registered establishment, approved premises, airside or vessel. We will:

  • service an appointment made 3 business days prior to the required inspection
  • only conduct inspections in well-lit areas.

Wherever reasonable, we will seek to accommodate bookings and changes made inside the 3 business days period. However, we cannot guarantee that we will be able to service this request.

Fees may apply for changing or cancelling an appointment/inspection as per the current charging guidelines.

95% of inspections are conducted within our service standard.

98%

Assess/issue export documents for live animals. We will:

  • assess your documents during our standard hours of service (6:30 am to 6:30 pm)
  • advise you as soon as practical if there are missing, incomplete, incorrect or ineligible documents.

95% export documents are processed within our service standard.

98%

Application for (or renewal of) an export licence or variation of an export licence. We will:

  • assess and decide on your application within 40 business days of receiving it
  • advise you as soon as practical if there are missing, incomplete, incorrect or ineligible documents.

Wherever possible, we will respond earlier, however the complexity of the application and the volume of applications being processed will increase processing time.

90% of export licences are processed within our service standard.

75% a

Registering, varying or renewing a registered establishment. We will:

  • assess and make a decision on your application within 40 business days of receiving it
  • advise you as soon as practical if there are missing, incomplete, incorrect or ineligible documents.

Wherever possible, we will respond earlier, however the complexity of the application and the volume of applications being processed will increase processing time.

90% of registrations and renewals are processed within our service standard.

80% a

Registration of accredited veterinarians for livestock export. We will:

  • assess and decide on your application within 10 business days of receipt
  • advise you as soon as practical if there are missing, incomplete, incorrect or ineligible documents.

90% of registrations are processed within our service standard.

83% a

Applying for or renewing an approved arrangement and/or approved export program. We will:

  • assess your application, audit your business and decide within 40 business days of receiving it
  • advise you as soon as practical if there are missing, incomplete, incorrect or ineligible documents
  • give you at least 5 business days’ notice of your audit.

90% of applications are processed within our service standard.

33% a

Applying for a variation to an approved arrangement and/or approved export program. We will:

  • assess and decide on your application within 20 business days of receiving it
  • contact you as soon as practical if there are missing, incomplete, incorrect or ineligible documents.

Applications for variations which include more than 5 standard export plans (SEP) will wherever possible be assessed and a decision made within 20 business days of receipt.

However, due to the many possible variables and complexities involved, the department reserves the right to vary the time frame according to the quantity and complexity of SEPs.

90% of applications are processed within our service standard.

83% a

Submitting a notice of intention (NOI) without an approved arrangement. We will decide on your application within 10 business days of receipt of a complete application. Variations that require reassessment will be assessed and decided on within 7 business days of receipt.

95% of NOIs are processed within our service standard.

100%

Submitting an NOI with an approved arrangement. We will:

  • assess and approve or reject NOIs for consignments under approved arrangements within 3 business days of receipt.

95% of NOIs are processed within our service standard.

77% b

Exporter Supply Chain Assurance System (ESCAS) applications and variations. New ESCAS applications – Assess and make a decision on the application within 10 business days of receipt. ESCAS Variations – Assess and make a decision on the application within 10 business days of receipt.

90% or applications and variations are processed within our service standard.

Applications: 48% Variations: 79%

Non-compliance reported by a third party. We will assess and decide on a reported non-compliance within:

  • 3 months if it involves a single compliance issue for one exporter
  • 6 months if it involves multiple issues or exporters. c

90% of investigations are completed within our service standard.

Single: n/a d

Multiple: 50%

Assess self-reported non-conformances. We will:

  • assess and decide on a reported non-compliance within 3 months c
  • advise exported as soon as practical if there is missing, incomplete or incorrect information
  • advise exporters as soon as practical of regulatory action/s to be applied as the result of an assessment

90% of non-compliance are processed within our service standard.

70%

Notes: We work with each applicant so their application can be recommended for approval wherever possible. Some applications require significant amendments and revisions which may take time. Some applications may be delayed while importing country requirements are negotiated or clarified. In every case, we advised on any incomplete, incorrect or ineligible documents as soon as practicable. n/a not applicable. a Does not include irregular applications, such as those made for the implementation of the Australian Standards for the Export of Livestock. To ensure trade was not affected, these were processed differently because of volume and complexity. Resources dedicated to the implementation of standards and new legislation impacted service delivery times for regular applications. b Increased engagement with trading partners due to COVID‑19 affected service delivery. c Time frames are calculated between date of receipt and date of publication. ESCAS reports are published quarterly. The report may have been finalised, or a decision made, prior to its publication. d No reports meeting this definition were received during the reporting period.

Table 86 Service standards, notifiable mortality incidents, 2020–21

Service standard description

Target

Result

Assess and report on a notifiable mortality incident within 6 months. Within the 6-month period the department will:

  • provide relevant exporter with details of the notifiable mortality incident
  • advise exporters as soon as practical if there is missing, incomplete or incorrect information
  • advise exporters as soon as practical of any regulatory action/s to be applied as a result of the assessment.

90% processed within our service standard.

0%

Note: Regulatory actions are not dependent on publishing reports. Where significant issues or non-compliances are identified they are addressed immediately and well ahead of publication.