Our performance

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This section provides a report of our performance against targets specified in the Budget Paper Number 3 2017–18. For budget purposes, outputs are defined as those goods and services provided to government by departments, agencies, statutory bodies and through funding provided to others, such as community agencies.

Performance against targets for output measures

  Unit of measure 2015–16
Actual
2016–17
Actual
2017–18
Target
2017–18
Actual
Quantity
Information and advice provided to consumers, tenants and businesses: through telephone service1 number 349,985 325,773 325,800 304,048
Information and advice provided to consumers, tenants and businesses: through other services including written correspondence, face-to-face and dispute assistance number 123,309 114,176 114,300 118,309
Compliance activities, from compliance assistance through to court actions number 9,774 9,075 9,600 9,584
Transactions undertaken: registration and licensing transactions2 number 88,221 84,154 86,700 93,186
Transactions undertaken: Residential Tenancies Bond Authority (RTBA) transactions number 447,934 454,238 469,000 461,137
Victims of family violence assisted with financial counselling3 number     2,250 2,421
Dispute resolution services provided by Domestic Building Dispute Resolution Victoria4 number     3,000 5,981
Quality
Rate of compliance with key consumer laws per cent 97.6 98.2 95 99.3
Timeliness
Regulatory functions delivered within agreed time frames per cent 95.7 93.8 93 97.7
Cost
Total output cost $ million 115.3 134.4 139.7 140.6

1 The actual is lower than target due to a reduction in call volumes. This is in line with CAV’s strategic intent to increase uptake of its digital services, thereby reducing the need for further telephone assistance.
2 The actual is above target due to an increase in registration activity and estate agent transactions, in part as a result of making electronic transactions simpler through myCAV.
3 The actual is above target due to demand exceeding initial forecasts for this new service.
4 The actual is above target due to demand far exceeding initial estimates for this new service.