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Legislative Assembly for the ACT: 2021 Week 10 Hansard (Friday, 8 October 2021) . . Page.. 3068 ..


(2) What were the number of work orders (a) completed within each Response Code timeframes, (b) completed outside each of the Response Code timeframes and (c) never completed, for each year and category referred to in part in (1), and for each month.

(3) What were the reasons for non-completion of work orders within each Response Code category.

(4) What was the total number of maintenance calls received each year by Programmed for (a) 2018-19, (b) 2019-20 and (c) 2020-21.

(5) How many calls were converted into work orders, for each year’s total referred to in part (4).

(6) What happened to those calls that were not translated into work orders.

(7) How many breaches have occurred due to failure in meeting Response Code timeframes, since inception of the contract with Programmed Facility Management.

(8) What financial or other penalties were incurred or imposed as a result of the breaches referred to in part (7).

Ms Berry: The answer to the member’s question is as follows:

To provide information back to 2018-19 and break down month by month would require a significant diversion of resources. The following Information is provided for the 2020-2021 financial year.

1) A total of 37,262 Responsive Work Orders were raised for the 2020-21 financial year.

The breakdown for each category is:

(i) U4 – Urgent Repairs – 10,038

(ii) PND – Priority Next Day Repairs – 4,071

(iii) D5 – Repairs within 5 calendar days – 7,066

(iv) D20 – Repairs within 20 calendar days – 16,087

2)

a) U4 – Urgent Repairs – 96% were completed on time.

PND – Priority Next Day Repairs – 95% were completed on time.

D5 – Repairs within 5 calendar days - 94% were completed on time.

D20 – Repairs within 20 calendar days – 94% were completed on time.

b) U4 – Urgent Repairs – 4% were not completed on time.

PND – Priority Next Day Repairs – 5% were not completed on time.

D5 – Repairs within 5 calendar days - 6% were not completed on time.

D20 – Repairs within 20 calendar days – 6% were not completed on time.

c) Programmed had approximately 10,000 work orders in cancelled status within the 2020-21 financial year for various reasons, with a number of them listed in part (3).

3) There are multiple reasons for a work order not being completed within the time frame – access or contact issues, tenant calling to cancel works, no fault found or repairs already completed, longer time frames required due to availability of parts or materials or contractors completing on site works and updating work orders in the system at a later time (to name a few).


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