Embedding the APS Values: Case studies and other supporting material

Please note: These documents are for reference purposes only and are no longer considered by the APS Commission to be current. They may contain good practice advice and/or advice on the transitional arrangements between the 1922 and 1999 Public Service Acts.

globe Useful references

Case study 18:
Insolvency and Trustee Service Australia:
Consulting and communicating with clients

Background

The Insolvency and Trustee Service Australia (ITSA) administers and regulates Australia's personal insolvency system and is responsible for administering the Bankruptcy Act. Its work largely involves the delivery of bankruptcy-related services either directly to the community or through professionals such as insolvency practitioners and financial counsellors. It has, with the Attorney-General's Department, responsibility for bankruptcy policy.

Keeping pace with the needs of clients and changes in the system of credit requires ITSA to work more closely with professional client groups to achieve its purpose, which is

to provide a personal insolvency system that produces equitable outcomes for debtors and creditors, enjoys public confidence and minimises the impact of financial failure on the community.

ITSA cannot achieve its purpose by simply regulating the 'industry' and providing some services itself to the community. The effective delivery of personal insolvency services is dependent on ITSA, insolvency practitioners and financial counsellors, and creditors working collaboratively.

The features described below ensure that ITSA is able to assess and review periodically the effectiveness of its advice to government, taking appropriate account of the views of stakeholders while, at the same time, addressing several key indicators of successful service delivery.

Description

The main features of ITSA's consultation and communication with clients are:

the Bankruptcy Reform Consultation Forum which meets six-monthly and comprises representatives of peak bodies of stakeholder groups-creditors (banks, finance companies, credit unions), debtors (financial counselling agencies), and professional bodies (lawyers and accountants)
consultation on practice, procedure and service levels with representatives of professional groups at the local level
development with practitioners of national standards for bankruptcy administration, known as PINS, to apply to all practitioners
regular distribution of New Directions in Bankruptcy, a journal edited by ITSA with content provided by practitioners in ITSA as well as private insolvency practitioners, and newsletters such as Regulator and local newsletters keeping professional clients informed of developments
conduct of a client opinion survey every two years by an independent consultant designed with assistance from client focus groups
development of a client service charter through a process of client focus groups and feedback from client opinion surveys
recording and analysing complaints about service as well as compliments received from clients.

The conduct of a client opinion survey every two years based on key indicators of service attributes allows tracking of trends and benchmarking of service performance. Most importantly it gathers clients' views on developments in business and the community to inform ITSA about emerging issues and changing client needs for planning purposes. It also highlights concerns about how services are being delivered, any fall off in service standards and the strength of ITSA's relationships.

Key APS Values

The APS delivers services fairly, effectively, impartially and courteously to the Australian public and is sensitive to the diversity of the Australian public. (s. 10(1)(g) of the PS Act)

The APS is responsive to the Government in providing frank, honest, comprehensive, accurate and timely advice and in implementing the Government's policies and programs. (s. 10(1)(f) of the PS Act)

The APS focuses on achieving results and managing performance. (s. 10(1)(k) of the PS Act)

For more information please contact:

DIGBY ROSS
PHONE 07 3360 5400
digby.ross@itsa.gov.au