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7.4 COMPENSATING CUSTOMERS

COMPENSATING CUSTOMERS

The department pays compensation to customers when the department is legally liable to pay it or under the Scheme for Compensation for Detriment caused by Defective Administration.

In 2017–18 the department received 1616 customer compensation claims, compared with 1694 in 2016–17.

The department approved 41 customer compensation claims in 2017–18 on the basis of a legal liability.

The department approved 724 customer compensation claims in 2017–18 under the Scheme for Compensation for Detriment caused by Defective Administration. This represents 41 per cent of all claims determined under the scheme, compared with 43 per cent in 2016–17.

The department aims to process claims under the Scheme for Compensation for Detriment caused by Defective Administration within 90 days.

In 2017–18, 88 per cent of claims determined under the scheme were completed within 90 days, compared with 83 per cent in 2016–17.