Attachments

Back to Quarterly Report: July-September 2021

Attachment 1 - Complaint Statistics

The following tables summarise the complaint statistics for the quarter.

AIRSERVICES Jul
2021
Aug
2021
Sep
2021
Total for quarter

Complaints received:

15 6 15 36

Complaints closed:

27 7 15 49
 

Total complaints closed - not reviewed:

15 4 14 33

    Complainant did not provide further information

0 0 1 1

    Outside charter scope

0 1 0 0

    Referred to Airservices to respond directly

15 4 13 32
 

Total complaints closed - reviewed:

3 21 0 24

    No change possible - explanation provided

1 21 0 22

    Change adopted by Airservices Australia

2 0 0 2


DEFENCE Jul
2021
Aug
2021
Sep
2021
Total for quarter

Complaints received:

0 0 0 0

Complaints closed:

1 0 0 1
 

Total complaints closed - not reviewed:

0 0 0 0

    Complainant did not provide further information

0 0 0 0

    Outside charter scope

0 0 0 0

    Referred to Defence to respond directly

0 0 0 0
 

Total complaints closed - reviewed:

1 0 0 1

    No change possible - explanation provided

1 0 0 1

    Change adopted by Defence

0 0 0 0


  Airservices Defence No agency assigned* Total

Complaints carried forward on 1 July 2021
(beginning of quarter)

281 1 0 282

Complaints received

36 0 8 44

Complaints closed

49 1 8 58

Complaints open at 1 October 2021
(first day of next quarter)

268 0 0 268

*No agency assigned includes where the identified Agency is outside of the ANO's jurisdiction, or where complainants do not provide sufficient information to identify the agency.


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Attachment 2 - Outstanding ANO recommendations

The following tables set out the status of outstanding recommendations made by the ANO and the ANO's assessment of action against each. Recommendations that were previously reported as complete have been removed.

Airservices - Investigation into complaints about the introduction of new flight paths in Sunshine Coast (April 2020)

Ongoing recommendations ANO assessment of agency response

Recommendation 2: Airservices should, as soon as practicable, design an effective post-implementation review (PIR) process for the Sunshine Coast flight path designs, that does not perpetuate design constraints requiring alignment with EIS concepts, and which encompasses:

  1. consideration of identified community-suggested alternatives
  2. a community engagement process that provides for genuine opportunities for community contributions to influence decisions
  3. application of thelatest version of Airservices' National Operating Standard (NOS) EnvironmentalManagement of Changes to Aircraft Operations (AA-NOS-ENV-2.100)

Closed: After considerable community engagement, Airservices finalised the terms of reference for the PIR on 1 February 2021.

Airservices has updated and finalised theCommunity Engagement Plan (CEP) for the PIR process, including a realigned PIR timeline.

The PIR process has been designed without restraint (aside from safety being the priority) that encompasses the particular expectations set out by the ANO.


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Airservices – Investigation into complaints about flight paths over East Melbourne (July 2021)

Ongoing recommendations ANO assessment of agency response

Recommendation 1 – I recommend Airservices continue its efforts to engage with the complainants to resolve their complaints including careful consideration of the alternate flight path suggested by them.

Ongoing: Airservices advise that they continue to work with the East Melbourne Group (EMG) on the EMG's suggestion. The suggestions (3) have been assessed to determine if they are safe and flyable. Work is continuing by Airservices on community impacts of the suggested changes.

Recommendation 2 – Airservices provide a copy of this report to Essendon Airport and invite it to review the community membership of its Community Aviation Consultation Group and consider the adequacy of the representation of communities affected by aircraft noise.

Closed: Airservices have advised that it has completed this action, including following up with Essendon Airport CACG with CACG presentations, complaints hotspot information and formal correspondence.

Recommendation 3 – As part of its regular attendance at other airports' CACG meetings, or equivalents, Airservices should present the findings of this report and invite the CACGs to review the adequacy of their representation of their community membership given that the aircraft noise from "smart tracking" flight paths and sightseeing operations affects areas at considerable distances from airports.

Ongoing: Airservices have sent correspondence including the report findings and 3-years of complaints hotspot information to the majority of the Airport Community Groups / CACGs which Airservices regularly attend. Airservices have been following this correspondence up with presentations to the community groups, with only a small number outstanding at this stage due to meetings being delayed by COVID-19 impacts.


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Attachment 3 - Key performance indicator's for ANO complaint handling

The following table summarise the performance of the ANO against the identified complaint handling KPIs for July-September 2021. KPI performance will be reported both by quarter and financial year, as more data is captured. Performance against the ANO KPIs is determined based on 12 months of data, for July-June of each financial year.

Complaint type

Key performance indicator

Benchmark

% met target
(July-Sept 2021)
% met target
(2021-22 FY)
Single complaint Acknowledgement of complaint Within 2  business days 97.6 97.6
Decision on whether complaint is within jurisdiction within 14 business days Within 14 business days 100 100
Update to complainant on progress of complaint Every 28 days 83.3 83.3
Time from complaint received to closed 25% < 3 months 100 100
50% within 3-6 months 0 0
25% within 6-12 months 0 0

0% > 12 months 0 0
Complaints in a multi-complaint review Acknowledgement of complaint Within 3 business days 100 100
>Decision on whether complaint is within jurisdiction Within 21 days 100 100
>Update to complainant on progress of complaint Every 28 days or less 0.37 0.37
Time from complaint received to closed 50% < 6 months 0 0
50% within 6-12 months 25 25
0% > 12 months 75 75


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Last Updated: November 19, 2021