Executive Director’s message
The Queensland Civil and Administrative Tribunal (QCAT) had its first year as a ‘super’ tribunal, combining 18 tribunals and 23 jurisdictions, into one tribunal. This amalgamation has been one of the most important structural reforms in the Queensland justice system for 50 years. The objective behind the formation of QCAT was to improve the current system of civil and administrative justice within the existing tribunals.
The first year which commenced on 1 December 2009 has shown strong emerging trends in the minor civil disputes and guardianship jurisdictions.
The tribunal was faced with a substantial growth in applications in these jurisdictions compared to prior years placing significant demands on resources.
To improve service delivery and manage our resources optimally the tribunal is now operating with a new structure.
In the previous tribunals staff were involved in a number of activities when handling matters. However under the new QCAT structure individual areas have been established to manage the different stages of each case. The new dedicated teams including scheduling, client services and case management, have had to become specialists in their own areas, a change that has proven to be a major learning experience to all involved.
We also commenced operating a monthly ‘management committee’. This committee which is chaired by QCAT’s President, Justice Alan Wilson, is made up of the Deputy President, Executive Director as well as other QCAT members. It is tasked with the role of overseeing the management of QCAT’s resources as well as its financial performance and it is planned that this committee will take on a further governance role in the future.
During our first seven months of operations, we have implemented strategic and business planning processes. We have produced QCAT’s first Business and Operational Plans so that all staff can fully understand QCAT’s key objectives and the ‘Critical Success Factors’ that underpin these.
QCAT’s five ‘Critical Success Factors’ are:
- communicating with purpose and respect
- customer focus
- optimal use of resources
- learning and development
- business improvement.
These ‘Critical Success Factors’ have been embedded in each staff members’ development plans for 2010-11.
Since QCAT’s launch, training of both members and staff was, and continues to be, a number one priority.
QCAT sessional members and permanent members participated in training sessions about the new QCAT practices under the Act. These sessions were facilitated by the President, Deputy President and other members.
Registry staff also took part in a series of training sessions which included expert workshops on QCAT’s jurisdictions, process improvement forums, customer service training and case management to improve their service delivery to QCAT clients and stakeholders.
Looking forward, QCAT will continue to build on the sound foundations it has already put in place over the last seven months, continuing to provide a fair and accessible justice system to the community by:
- further developing and refining the compulsory conference methodology to reduce the number of hearings and improve outcomes for individuals
- increasing the reach and frequency of its stakeholder and client engagement activities to improve access to tribunal services
- effectively managing the integration of the neighbourhood disputes jurisdiction under the Neighbourly Relations Bill and any other jurisdiction that might be transferred to QCAT
- setting up a permanent presence in North Queensland to service the regional community more effectively
- pioneering a more formal process of professional development and appraisal of the performance of tribunal members
- embracing new technology to improve QCAT’s service delivery.
Mary Shortland
Executive Director
