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2013-14 performance

While our Annual Report is finalised, I’d like to share with you some of our performance results from 2013-14.

We have:

  • managed almost 30,000 applications and finalised over 31,500 matters to support dispute resolution in the community
  • delivered an overall 106% overall clearance rate – a 15% increase since establishment of QCAT
  • improved answering times of almost 100,000 1300 number calls by over 600%
  • made tribunal services accessible for vulnerable adults through on-site hearings at health facilities
  • improved access to our most popular jurisdiction (minor civil disputes) through a community information forum
  • improved settlement rates for dispute resolution via mediations and compulsory conferences
  • achieved a client satisfaction rating of 72 per cent
  • heard over 3000 matters as part of the QCAT JP Trial
  • launched 2 new online forms and reviewed 16 existing forms to reduce complexity
  • engaged with our stakeholders to deliver over 150 activities and a 73 per cent satisfaction rating (an 18 per cent increase in satisfaction since the research was first undertaken in 2010).

Our stakeholders play a key role in delivering these results. On behalf of the QCAT team, thank you for your support in 2013-14.

We look forward to sharing the annual report with you and continuing to work together in the coming year.


Mary Shortland
QCAT Executive Director

Last reviewed
29 August 2014
Last updated
29 August 2014

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