Service level standards

Travel-advice

• All calls are acknowledged, with 90% of calls acknowledged within 1 day ^(a).
• All requests for advice are resolved, with 90% of requests for advice resolved within 2 days ^{(a) (b)}.
• Quality and accuracy levels for advice are achieved, with 90% of advice provided being accurate and of a high quality.
• 70% of client survey respondents are satisfied with IPEA’s advice as measured in the IPEA client satisfaction survey.

1. During hours: 9am to 5pm—Monday-Friday AEST/ADST (except for public holidays).
2. Except where IPEA is waiting on essential information from others, for example waiting for information from parliamentarians, their staff, travel providers or government stakeholders.

Travel education

• Education session requests will be responded to within 7 working days.
• Education sessions are offered in all capital cities ^(a)(b) and virtually, twice per calendar year.
• 100% of new parliamentarians are offered an introductory session within 2 months of declaration of poll ^(c).
• 80% of participants are satisfied with the education session they attended ^(d).

1. Dependent on room availability.
2. Participants may be offered a virtual session where registration numbers for a capital city are low.
3. Except where IPEA is waiting on essential contact information for new parliamentarians.
4. As measured through the optional post-session survey and annual IPEA Client Satisfaction Survey.

Travel-claims

• Travel claims are assessed weekly to verify 80% have been processed within an average of 7 working days and with a 90% degree of accuracy ^(a).
• Requests for additional travel claim information (e.g. where the claim is incomplete) are sent within an average of 4 working days of receiving the initial claim ^(b).
• 90% of Electorate Support budgets are disseminated by the third week of June. New parliamentarians commencing after 1 July receive their budget/s within one week of official commencement.
• 60% of client survey respondents are satisfied with IPEA’s travel claim processing as measured in the IPEA client satisfaction survey.

1. Incorrect/incomplete claims are not included.
2. Except where IPEA is waiting on essential information from others, for example waiting for information from parliamentarians, their staff, travel providers or government stakeholders.

Reporting

• 95% of expenditure reports are provided on a quarterly basis in accordance with the expenditure reports schedule ^(a)(b).
• 90% of ad hoc reports are provided within 10 working days, or another timeframe as agreed.
• 95% of expenditure reports and associated data are published on the IPEA website and data.gov.au in line with our publication schedule ^(c).
• 50% of client survey respondents are satisfied with IPEA’s reports as measured in the IPEA client satisfaction survey.

1. Dependent on ICT and data availability.
2. Does not include time waiting for 3rd party data.
3. IPEA website and data.gov.au website are available.

Audit and assurance

• 100% of parliamentarians’ offices are covered by at least one assurance activity over the financial year.
• At least 10 Assurance Reviews are undertaken over the financial year in accordance with risk and/or public profile.
• 100% of irregularities or anomalies uncovered through assurance functions are further investigated.
• Full-scale audits are undertaken where IPEA identifies the possible misuse of parliamentary work resources and it meets IPEA’s Assurance and Audit Protocol – dealing with allegations of misuse of parliamentary work expenses.
• 100% of cases of expenses recovery action are pursued, where assurance investigations have established misuse.