Page 1845 - Week 05 - Thursday, 11 May 2017
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(2) On average 75,000 transactions per year. This includes bond lodgements, bond refunds, change of managing agents, dispute processes, transfer of tenants, transfer of premises, update of tenant and lessor details, revocation of a managing agent, requests to stop payments, requests for unclaimed bonds, agent signature authority, ACT Civil and Administrative Tribunal orders and general enquiries.
(3) Within 10 working days of receiving a complete rental bond refund application and within 20 working days of receiving a complete rental bond lodgement application.
(4)
|
2013-14 |
2014-15 |
2015-16 |
2016-17 to date | |
|
Percentage where target was met |
Not available |
80% |
80% |
95% |
(5) No. During the 2016/2017 Christmas New year period, which is a peak period, there was a delay of 4 to 5 weeks. There were a range of contributing factors for this, including increased demand and the preparation of the movement of the function from the Fyshwick shopfront, to the new Woden service centre. Apart from Christmas/new year, the rental bond refunds have been processed within the 10 working day service delivery timeframe and rental bond refunds are currently being processed within 6 working days of receiving a completed application.
(6) A tenant, managing agent, or lessor can contact Access Canberra by phone or email to discuss the status and processing of a refund.
(7) The average processing time for rental bond refunds during February and March was 8 working days. In late March it has been averaging 6 working days.
(8) Yes, there have been a number of administrative guideline changes:
- There were changes to service standards from 1 July 2015, via revised accountability indicators, as a result of the creation of Access Canberra. Access Canberra’s accountability measures note the standard for lodgement transactions is 20 working days. However, recognising the importance of bond refunds, our internal target has always been 10 working days. This is the standard that has been communicated to industry and the community.
- There have been changes to lodgement processes with the introduction of electronic lodgements and EFT payments. Nine managing agents are now lodging electronically. Access Canberra is continuing to work with the Real Estate Institute of the ACT in encouraging agents to lodge rental bonds through direct payment and email. Alternatives to EFT payment is cheque payments; cash is no longer accepted. This process provides greater levels of security and certainty that the required bond lodgement documents and funds have been received.
- There are legislative amendments to the Residential Tenancies Act that were passed by the previous Assembly which come into effect in August 2017. These amendments include stipulating a requirement for refunds to be lodged within 3 working days of a tenancy agreement ending, or 10 working days if the claim is being disputed.
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