In March 2014 the Executive Board endorsed the FWBC Agency Plan 2014-16. The Agency Plan replaces the Statement of Strategic Intent 2012-14. In addition to outlining FWBC’s new vision and mission it identifies four areas – Building Code, Enforcement, Education and People – and briefly describes the short, middle and long-term goals for each.

At the time of writing, FWBC’s Business Plan was being updated to reflect the new Agency Plan.

Service Charter

FWBC is held accountable through Parliament, the courts, tribunals and the Commonwealth Ombudsman.

The FWBC Service Charter sets out the standards of service to which the organisation is committed. The Service Charter expresses the values that guide FWBC service. It states FWBC’s role, the standard of service the public can expect and what steps may be taken if these standards are not met.

The Charter outlines the procedure for contact, communication, feedback and complaint. The FWBC Service Charter is available on the FWBC website.

Key Performance Indicators

FWBC measures its performance in delivering the outcome prescribed in the Portfolio Budget Statement using three Key Performance Indicators (KPIs).

Table 1.1 shows agency performance against KPI targets.

Table 1.1 Performance Information For Outcome 1:
Outcome Key Performance Indicators Target 2013-14 Result 2013-14
Enforce workplace relations laws in the building and construction industry and ensure compliance with those laws by all participants in the building and construction industry through the provision of education, assistance and advice. Level of satisfaction of clients with quality and timeliness of advice and assistance provided by FWBII. 75% of surveyed clients satisfied or highly satisfied. 76%
Timeliness in bringing actions against contraventions of the Fair Work Act 2009, the Independent Contractors Act 2006, the Fair Work (Building Industry) Act 2012, agreements, awards and orders. File 75% of matters in court within 18 months of the complaint being lodged. 92%
Level of satisfaction of a range of industry participants with contact aimed at promoting appropriate standards of conduct. 75% of surveyed industry participants satisfied or highly satisfied. 100%