VSBC Annual Report 2016-17 Judy O’Connell Victorian Small Business Commissioner Tuesday, 25 July 2017
Activity and outcomes 2016-17 • 12,000 enquiries with the majority of these settled over the phone • 1,879 total number of applications • Approx. 1700 dispute applications - 31% completed prior to mediation • 5% of parties refused mediation • 614 completed mediations - 80% of these successfully resolved
1000 1200 200 400 600 800 certificates. Retail Valuers, investigations and farm debt mediation *Includes applications for appointment of Specialist 0 RLA, 1017 SBCA, 396 2013-14 ODFCA, 45 FDMA, 253 VSBC Applications (T Taxi Disputes, 0 RLA, 1077 SBCA, 560 2014-15 ODFCA, 35 FDMA, 168 Taxi Disputes, 1 RLA, 1195 SBCA, 564 2015-16 ODFCA, 38 FDMA, 115 otal)* Taxi Disputes, 0 RLA, 1037 SBCA, 701 2016-17 ODFCA, 44 FDMA, 96 Taxi Disputes, 1
1000 200 400 600 800 0 RLA, 910 VSBC Dispute Applications SBCA, 395 2013-14 ODFCA, 45 FDMA, 126 Taxi Disputes, 0 RLA, 977 SBCA, 557 2014-15 ODFCA, 35 FDMA, 90 Taxi Disputes, 1 RLA, 970 SBCA, 564 2015-16 ODFCA, 38 FDMA, 56 Taxi Disputes, 0 RLA, 904 SBCA, 700 2016-17 ODFCA, 44 FDMA, 54 Taxi Disputes, 1
SBCA disputes as % of total disputes 45.0% 41.1% 40.0% 35.0% 34.6% 33.6% 30.0% 26.8% 25.0% 20.0% 21.1% 19.4% 15.0% 10.0% 5.0% 0.0% 2011-12 2012-13 2013-14 2014-15 2015-16 2016-17
RLA disputes as % of total disputes 80.0% 70.0% 74.3% 67.4% 60.0% 61.7% 58.9% 59.6% 53.1% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 2011-12 2012-13 2013-14 2014-15 2015-16 2016-17
Top 5 dispute categories - RLA 300 250 200 150 100 50 0 Payment of outstanding Value of outgoings, expenses Repairs and maintenance Security deposit Landlord’s obligations monies by tenant and rent 2016-17 2015-16 2014-15 2013-14 2012-13
T op 5 dispute categories - SBCA 180 160 140 120 100 80 60 40 20 0 Dispute over contractual rights Unfair trading Unpaid monies Undelivered goods or services Quality of goods or services & responsibilities 2016-17 2015-16 2014-15 2013-14 2012-13
Outcomes 2016-17 Not settled / not mediated, 16.2% Unable to Settled prior , locate, 6.2% 31.0% Refusal, 5.0% Settled at mediation, 33.2% Not settled at mediation, 8.3%
Mediation by Legislation 2016-17 SBCA 20.8% RLA 68.1% FDMA 7.5% ODFCA TAXI 3.5% 0.1%
Mediation Venues 2016-17 Other Metro 2% VSBC Office 85% Regional 13%
Mediation customer satisfaction Total and in Relation to the Role of the Party in the Mediation 100% 98% 96% Client Satisfaction 94% 92% 100.0% 100.0% 90% 96.8% 95.8% 88% 95.3% 94.9% 94.3% 94.1% 92.4% 86% 90.0% 84% 82% 80% Total Applicant Applicant's Respondent Respondent's Farmer Farmer's Creditor Creditor's Other Representative Representative Representative Representative Role of the Party in the Mediation Feedback from mediation participants - VSBC Survey from 2016-17
Mediation customer satisfaction Total and in Relation to the Mediation Outcome 96% 94% 92% Client Satisfaction 90% 88% 95.5% 94.9% 93.1% 86% 91.1% 84% 82% 80% Total Full Agreement Some Agreement No Agreement Mediation Outcome Feedback from mediation participants - VSBC Survey from 2016-17
Mediation customer satisfaction Mediator Performance 80% 82% 84% 86% 88% 90% 92% 94% 96% 98% 100% Professionalism 97.9% Ability to explain the 97.9% mediation/facilitation proces Ability to communicate clearly 97.5% Ability to listen and understand 96.7% your concerns Abulity to outline possible 96.1% solutions/options Feedback from mediation participants - VSBC Survey from 2016-17
Time saved by avoiding litigation Nil 12.0% More than 6 months 18.4% 4-6 months 1-5 Days 11.6% 28.8% 2-3 Months 14.9% 6-30 Days 14.3% VSBC Survey from 2016-17
Money saved in avoiding litigation More than $50,000 6.9% Nil 19.3% $20,001- $50,000 13.4% $10,001- $20,000 $1-$5,000 17.6% 22.2% $5,001- $10,000 20.6% VSBC Survey from 2016-17
Thank you for joining us www.vsbc.vic.gov.au 13 VSBC (13 8722) enquiries@vsbc.vic.gov. au
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