The ABCC recorded 1,310 enquiries between 1 October 2005 and 30 June 2006. The enquiries concerned a range of industry issues including breaches of industrial relations law, agreements and awards, as well as complaints about unlawful behaviour and improper conduct.
As illustrated in the graph below, employers and contractors initiated the majority of enquiries (59%).
Figure 2.11: Callers to the ABCC Hotline
The ABCC Hotline, 1800 003 338, was the main source of enquiries recording 704 calls (52%). Direct phone calls to ABCC inspectors are a significant source of enquiries with 321 calls (23%). This can be attributed to ABCC inspectors becoming increasingly visible in the industry through operational activities such as site visits, seminars and presentations. Of all enquiries received, 98 per cent were responded to within one working day.
Figure 2.12: Source of Enquiries
ABCC Client Satisfaction Survey
As demonstrated in the ABCC Service Charter,the ABCC is committed to providing a high level of service to the building and construction industry. In order to gauge client satisfaction the ABCC consigned an independent firm to develop a survey and response database and analyse the data collected.
Results
The following findings represent the average level of agreement to statements about the service provided by the ABCC:
89% the ABCC was prompt in responding to my initial enquiry
82% the ABCC kept me well informed of the progress of my enquiry
84% the service provided by the ABCC was particularly helpful
84% as a result of my interaction with the ABCC, I am now better placed to deal with my issue
82% overall, I am very satisfied with service provided by the ABCC
Sample group
A representative of the ABCC contacted clients who had received service from the ABCC. A total of 97 clients were identified as potential respondents due to having contact with the ABCC at either report or investigation level. Of the 97 that met the criteria, 55 did not take part in the survey for the following reasons:
•20 clients were not contacted on direction of ABCC inspectors, i.e. due to a conflict with a current investigation
•32 clients did not answer the phone call
•3 clients refused to be surveyed.
Phone interviews were conducted with a total of 42 clients.