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Legislative Assembly for the ACT: 2021 Week 10 Hansard (Friday, 8 October 2021) . . Page.. 3069 ..


4) A total of 69,528 calls were received by the Programmed Maintenance Call Centre during the 2020-21 financial year. However, not all calls were to raise maintenance requests. Out of 69,528 calls received, 37,262 work orders were raised.

5) The Programmed Maintenance Call Centre is a central point for communication; it is used for a range of reasons, one of which is for a tenant to raise a work order. Programmed do not measure a conversion rate of call to work order ratio, however, in the 2020-2021 financial year, as mentioned above, out of the 69,528 calls received by the call centre, 37,262 work orders were raised. Of note, not all works are always completed on one work order, due to additional works that may be identified and raised separately.

6) As per answer to part (5), this is not measured. The Programmed Maintenance Call Centre receive a wide variety of calls, which could be for several different reasons outside of raising maintenance requests. Examples include; to raise a request for a Property Condition Assessment, caller wanting to talk to the Planned Works or Fencing Team or Work Supervisor, reporting common area issues, or calling to lodge a complaint.

Calls received seeking a work order are assessed and works raised if within scope for a responsive repair (e.g., broken window or leaking tap). If no work will eventuate from the call, it is explained to the caller why works cannot be raised. This would generally be as the request is outside the scope of what is covered by the Total Facilities Management Contract and Programmed have assessed the work is not required. An example of this would be a tenant calling to request a repaint of the property, however, the paint at the property is at a reasonable standard according to the Property Condition Assessment.

7) Please refer to (8).

8) To answer part (7) and (8), Housing ACT set a Key Performance Indicator standard (ranges based on response type) and Programmed report on performance against these as outlined in the contract. Assessment of financial penalties are done based on the overall performance under the contract, in line with the performance management system and the balance scorecard. Information relating to financial penalties applied is commercial in confidence and would not be released.


Women—grants(Question No 395)

Mrs Kikkert asked the Minister for Women, upon notice, on 6 August 2021:

How many women’s return to work grants have been issued to released detainees for the financial years of (a) 2018-2019, (b) 2019-2020 and (c) 2020-2021.

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

(a) and (b): Information on Return to Work clients’ incarceration history was not collected as part of the Return to Work Grants program in 2018-2019 and 2019-2020.


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