17Reporting obligations

17 Reporting obligations

As soon as practicable after every 31 January and 31 July, each responsible institution must give the Operator, in the approved form, the following information: (a) the number of requests for direct personal responses made to the institution during the preceding 6 month period; (b) the number of direct personal responses given by the institution during the preceding 6 month period; (c) the types of direct personal responses requested of the institution during the preceding 6 month period; (d) the types of direct personal responses given by the institution during the preceding 6 month period; (e) whether a direct personal response facilitator was used for each direct personal response provided by the institution; (f) the time between each request made to the institution for a direct personal response and the giving of the direct personal response; (g) complaint details received by the institution during the preceding 6 months in relation to a direct personal response it provided, specifically: (i) the number of complaints made to the institution in relation to direct personal responses; (ii) the nature of the complaints; and (iii) how the complaints were resolved.

Note: For the purposes of the 6 monthly reporting obligation, the preceding 6 months means July to December for the January reporting period and January to June for the July reporting period.