🇦🇺Australia

Remediation Costs from Poor Complaint Handling

1 verified sources

Definition

Ombudsman investigations into delayed responses or unfair processes result in agencies waiving fees or making process changes, as in the case where a council waived nearly AUD 15,000 in fees for 14 property owners.

Key Findings

  • Financial Impact: AUD 15,000 waived fees in one case (Council Improvement Levy); similar remediation per fairness failure
  • Frequency: Per Ombudsman-resolved complaint leading to informal resolution
  • Root Cause: Deficient processes failing to collect fees from correct parties or handle complaints fairly

Why This Matters

The Pitch: Housing providers in Australia lose AUD 15,000+ per incident on remediation waivers. Automation of complaint resolution prevents fairness failures and recoups these costs.

Affected Stakeholders

Public Housing Managers, Council Compliance Teams, Ombudsman Liaisons

Deep Analysis (Premium)

Financial Impact

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Current Workarounds

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Methodology & Sources

Data collected via OSINT from regulatory filings, industry audits, and verified case studies.

Evidence Sources:

Related Business Risks

NRSCH Compliance Investigation Fines

AUD 5,000-50,000 per enforcement action (statutory fines for non-compliance); 30+ business days staff time per investigation

Complaint Investigation Time Overruns

AUD 2,000-5,000 per complaint (staff time at AUD 100/hour for 20-50 hours)

Non-Compliance Fines in Housing Programs

AUD 20,000-100,000 per property in lost rental revenue from lease termination or delays; plus audit remediation costs of 40+ hours annually

Audit Documentation Delays

40-80 hours per annual submission at AUD 100/hour labour cost; delays cause 1-3 months property idle time worth AUD 10,000+ rent loss

Poor Record-Keeping in Income Reviews

AUD 50,000+ per flawed decision in suboptimal property sales/purchases; program-wide $867M budget at risk from poor governance

False Statutory Declaration Penalties

AUD 5,000 maximum fine per offence under Oaths Act; potential program repayment liabilities

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