This measure measures the efficiency of the department to finalise complaints it receives demonstrating the impact of its dispute resolution service. For the purpose of this measure, the finalisation of a complaint includes complaints that may be: dismissed; refused; referred to the State Administrative Tribunal; or subject to orders issued by the Building Commissioner.
Monthly data is totalled to obtain a full year count of disputes finalised. The total cost of service is divided by the number of disputes finalised to determine the average cost.
During 2017–18, 830 building services and home building work contract disputes were finalised. This was fewer than the 897 finalised in 2016-17 and the anticipated 900. The average cost per building services and home building work contract dispute finalised in 2017–18 of $7,353 was higher than the target of $7,071 (4 per cent), and also the 2016-17 actual of $6,652 (11 per cent).
The reduction in the number of disputes finalised is largely linked to the number of disputes received, which is beyond control. Therefore fewer disputes being finalised this year was due to a reduction in the number being received.
Table 40: Key efficiency indicator S4.3: Average cost per building services and home building work contract dispute resolved