9. Reporting to the ACA9. Reporting to the ACA

9. Reporting to the ACA

9.1 The Registrar must, within 15 Business Days of the end of each calendar quarter, provide an accurate Performance Report to the ACA which must include the following information:
(a) the performance of the Registrar against the Service Levels;
(b) the number of registrations of cabling providers by the following categories:
(i) new or renewal; and
(ii) type of registration (that is, open, restricted, lift or other cabling work);

(c) a reasonable estimate using an appropriate sampling system of:

(i) the method of application (that is, in person, mail, facsimile, email, internet or other electronic communication); and

(ii) industry sector (that is, telecommunications, lifts, security, fire, computing or other industry sector);

(d) data concerning complaints, including:
(i) the number of complaints received by the Registrar;
(ii) source and nature of complaint;
(iii) response time;
(iv) if applicable, action taken to remedy the matter complained of;
(v) if applicable, the complainant’s response to subparagraph (iv);
(vi) service satisfaction reports, being the reports based on surveys developed to measure customer satisfaction with the Registrar’s services; and
(vii) any other matter which the Registrar reasonably considers it important to bring to the ACA’s attention.

9.2 The Registrar must, by 31 October of each year, complete an Annual Performance Report which must include the following:
(a) Performance Reports provided under clause 9.1 compiled for the financial year; and
(b) statistical analysis of the nature of complaints and other data concerning complaints received during the financial year.
9.3 The Registrar must, by 31 October of each year, complete an Annual Business Report which must include the following:
(a) an updated Services Development Plan;
(b) analysis and performance measurements for the financial year regarding achievement of the Registrar's objectives in its Services Development Plan; and
(c) audited financial statements and reports of the Registrar for the financial year complying with relevant accounting standards.
9.4 The Registrar must, by 31 October of each year:
(a) provide copies of the Annual Performance Report to the ACA; and
(b) provide copies of the Annual Business Report to the ACA.
9.5 The ACA may provide copies of:
(a) the quarterly Performance Reports and Annual Performance Report to the Registrar Coordinating Committee; and
(b) the Annual Performance Report to members of the public.