Office of Fair Trading

Ability to provide the technology that enables contemporary service delivery practices which meet community and stakeholder expectations Lack of understanding of fair trading concepts by traders and consumers Systemic or significant trader non-compliance is not detected and acted upon

What are our risks?

Our strategic roadmap and future architecture plan help us to identify our technology requirements to support service delivery and manage our technology risks Our community and stakeholder engagement plan and communication activities help to equip consumers and traders with the knowledge required to make informed decisions in the marketplace By continuing to improve our intelligence capabilities and analysis, our ability to identify and act on poor trader behaviour is enhanced

What are our opportunities?

What is our purpose?

To improve safety and fairness for Queensland businesses and consumers

What is our vision?

To successfully balance the needs of consumers and businesses through appropriate regulation

BUSINESS PLAN 2019-20

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BUSINESS PLAN 2019-20

Initiatives Alignment to DJAG strategic

objective/s Source Actions Timeframe

Responsible business area or officer/s

Meet/exceed Service Delivery Statement targets to ensure industry integrity and marketplace fairness

Safe communities

Fair communities

Responsible communities

Integrated services

2019-20 Service Delivery Statement (SDS)

Quarterly results that meet or exceed targets 1 September 2019 Quarterly

Executive Management Team

Effective proactive and reactive education and compliance activities, deploying resources where they are most needed

Safe communities

Fair communities

Responsible communities

Integrated services

Divisional business plan

Quarterly results that meet or exceed targets

Appropriate enforcement action, in line with approved policies, where breaches are identified and proven

Consumers and traders are aware of the OFT and of their rights and responsibilities

Protect the rights of vulnerable consumers

Embedding engagement strategies in OFT’s processes and culture

Ongoing Directors / Managers IE, CPC, ROE

Work with other jurisdictions to achieve a consistent Australian Consumer Law regulatory framework including:

integrated compliance approach on key areas of focus

integrated and coordinated development of education materials

consistent approach to enforcement and dispute resolution

continue to respond to the national review of the Australian Consumer Law

national initiatives to respond effectively to cross-jurisdictional issues affecting consumers in the marketplace

Safe communities

Fair communities

Responsible communities

Integrated services

Divisional business plan

OFT will raise issues of national concern with other regulators and actively engage in processes to implement improvements where issues cross jurisdictions

Work with other regulators to implement any changes agreed to the Australian Consumer Law

Nationally agreed education, compliance and enforcement operations are undertaken

Ongoing Executive Management Team

Maintain and improve consistent consumer product safety and information standards in conjunction with other jurisdictions

Safe communities

Responsible communities

Divisional business plan

Safety hazards in consumer goods are identified and addressed including through complaint investigation and scheduled proactive compliance

Education and information activities are undertaken to help ensure industry is aware of its obligation to provide consumer goods that meet or exceed requirements and consumers are aware of the correct way to use products

Chair the national Product Safety Operations Group, working with all jurisdictions to achieve a common approach

Ongoing

Director IE

Manager, Consumer Product Safety

Develop and implement annual strategic workforce plan and comprehensive training program Integrated services Divisional business plan

Training identified in performance plans by 31 July 2019

Training plan developed by 31 August 2019 and rollout commenced

Workforce planning aligns with department goals

31 July 2019

31 August 2019

Supervisors

Business Improvement Manager

Reduce unnecessary red tape for business Integrated services

Director-General’s performance agreement

Rollout of additional digital services for clients and staff

Continue to enhance OFT’s systems to improve online service functionality, improving service delivery timeframes and increasing the use of OFT’s online services

Ongoing Director, Systems Support and Development

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BUSINESS PLAN 2019-20

Initiatives Alignment to DJAG strategic

objective/s Source Actions Timeframe

Responsible business area or officer/s

Continue to identify and act upon opportunities to collaborate with Office of Liquor and Gaming and Office of Regulatory Policy based on business needs

Integrated services Divisional business plan

Share experiences and collaborate across subjects such as compliance methodologies, tools and techniques, service delivery, technology

Collaboration opportunities are identified and acted upon

Ongoing Executive Management Team

Implement the Government’s mandatory fuel price reporting trial in conjunction with the Department of Natural Resources, Mines and Energy

Fair communities

Responsible communities

Government announcement

Promote compliance with the Fair Trading (Fuel Price Reporting) Regulation 2018 and undertake appropriate enforcement action, in line with approved policies, where breaches are substantiated

Ongoing OFT fuel price reporting project board / Executive Management Team

Following the review by Artibus, approve and implement revised training packages for the security and real estate industries.

Safe communities

Fair communities

Responsible communities

Divisional business plan

Consultation with industry and regulatory stakeholders

Approval of course curriculums

Establishment of appropriate teach out periods

Security provider teach out periods to be determined after national meeting on 26 July

Real estate – TBC. Work is ongoing.

Director ILR

Performance Indicators:

Note: These measures contribute to the performance indicators in DJAG’s Strategic Plan 2018-22

Demonstrated service commitment (from Our Charter) Accessible Responsive Timely Valuable

80% of consumer complaints finalised with a positive outcome Responsive Accessible

90% of licensing and registration services processed within timeframes Timely Accessible

80% of consumer complaints finalised within 30 days Responsive Accessible Valuable

Amount of redress achieved Responsive Valuable

90% of scheduled proactive compliance activities completed within timeframes Timely Responsive

Contributions to national education initiatives and reforms meet agreed timeliness, cost, and quality targets Timely Valuable

Investigations completed within timeframes outlined in OFT’s Compliance and Enforcement Framework Timely Valuable

% of scheduled engagement activities undertaken Responsive Valuable

Increase in customer uptake of online services Accessible Responsive

Other things to consider:

Response and/or recovery preparations during and following a disaster Our business continuity plans are current, reviewed at least annually and prior to extreme weather events.

Officers are encouraged to participate in community recovery program and released where operationally possible.

3 monthly review of business plan Our leadership team will monitor business plan initiatives

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BUSINESS PLAN 2019-20

Our principles How business areas are supporting and enabling the People principles in Our Charter?

Growth and development Integrity and respect

Inclusion and diversity Trust and collaboration

Encourage learning from others Growth and development

Trust and collaboration

Inclusion and diversity

Officers who receive formal paid training share their newfound knowledge with others

Provide job shadowing opportunities

Rollout OFT training and development plan

We demonstrate impartiality in fulfilling our responsibilities to our people, stakeholders and the community Integrity and respect

Trust and collaboration

Decisions are subject to quality assurance processes

Periodic review of policies to ensure resources are directed towards priority areas