Following is ITSA's survey.

Of particular interest is the following question on Legislation/Bankruuptcy Act.

Considering Veronique Ingram is aware that the MONG in the legal Department is giving legal Advice to trustees to breach the Bankruptcy Act using S134(3) what the FUCK is this doing in the survey????????????????????????????????
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I am urgently seeking a copy of the internal procedures manual for Government employees.
I will never reveal who provided me with this if you can give me a copy. Please email me direct!!!!!!!!!!!!!!!!!!!
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The Attorney General’s Department is responsible for policy development and legislative changes concerning the Bankruptcy Act and related legislation. Although this survey focuses on ITSA’s services and service delivery, it is also keen to gather feedback from its clients on legislation. Do you have any comments about the existing legislation and/or any suggestions for improvement in the existing legislation or the way it is being implemented by ITSA?

ITSA - Professional Client Survey 2012

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

Introduction

ITSA would like to improve its personal insolvency and bankruptcy services. Accordingly, we would like to ask you to take a few minutes of your time to answer the following questions. This is very important to us, so the few minutes you take to "have a say" is greatly appreciated.

IMPORTANT - ANONYMITY & CONFIDENTIALITY ASSURED

ITSA has contracted Measured Insights, an independent research group, to handle your feedback to ensure it remains strictly confidential and anonymous. Your responses will be aggregated with all other clients and not be personally identified.
As you complete this form you may find questions that are not relevant to you, or in response to which you have no opinion. Please select "Not Applicable / Don't Know" to those questions
You may also feel that this survey or some of the questions contained in this survey would be better answered by others in your organisation. In these circumstances, please forward 'the hyperlink' to the relevant individual and ask if they would also complete the survey.
If you have any questions about the survey content, please ring Mr Jeof Falls of Measured Insights on 0417 922 064, and he would be pleased to help you. For all technical enquiries please email survey@measuredinsights.com .
Australian Government Statistical Clearing House Approval Number: 00563 -- 06.

ITSA - Professional Client Survey 2012

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

Survey instructions

To properly view this survey, please ensure that you MAXIMISE your internet browsing window. This is YOUR unique survey. Please do not forward this web address to another staff member.

How to complete this Survey

Please ensure you carefully read each question before providing your responses.
After entering your responses on a particular page, please click the 'Next' button located at the bottom of each page. Clicking this button will save your responses and direct you to the next set of questions in the Survey.
Each page of the Survey will contain "Save and Continue" buttons. Please use these regularly to ensure all data that you enter is saved.
To stop this Survey and return to it at a later time, please click the 'Save and Exit' button located at the bottom of each page. Your progress throughout the Survey will be saved. You can then close your Internet Browser and return to complete the Survey at any time throughout the survey period.
If you inadvertently tick an incorrect response, simply click the 'Previous' button and your response can be changed.
To return to the survey, simply click the web address in the automated email sent to you by Measured Insights.
Once you finish and submit the Survey your responses are uploaded to a secure database. Your responses remain confidential.

Are survey questions compulsory?

Only Question 1 in Section 1 is mandatory

Section 1 - Background Information

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >


1.	Please indicate your client grouping:
	Creditor Debt Agreement Administrator (DAA) Financial Counsellor Registered Trustee (RT)
2.	Please indicate in which State or Territory you are personally located:
	New South Wales & ACT Queensland & NT South Australia Victoria Western Australia Tasmania

Section 2a: General Services

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

Each statement below refers to ITSA. Keeping in mind your experiences with ITSA, please rate each statement by answering the following two questions:

Column A: Importance

How important to you/your organisation is each attribute?

Column B: Performance

How well is ITSA currently performing in regard to each attribute?

If the question is not relevant to you, please select "Not Applicable / Don't Know"

The following questions relate to all clients
		Importance to You	ITSA Performance
1	Listening and responding appropriately to your needs as a client
2.	Information you request:
	a) being provided promptly
	b) being accurate
	c) being relevant to your needs
	d) satisfying your expectations
3.	Reports sent to you by ITSA being easy to understand
4.	Knowing how to lodge suggestions for improvement
5.	ITSA responding in a timely way to your suggestions and ideas
6.	ITSA’s publications containing useful and relevant information
7.	ITSA providing regular and adequate opportunities for consultation about practice issues
8.	ITSA providing timely information sessions and forums on practice issues
9.	Ease in referring possible bankruptcy offences to ITSA
10.	NPII data being accurate and complete
11.	NPII search extract containing sufficient detail
12.	ITSA forms being easy to understand and complete

The following questions relate to RTs and DAAs only
		Importance	Performance
13	ITSA informing you of the outcome of the investigation into the referred offence
14	Regulation and Enforcement (R&E) listening and responding appropriately to your needs as a client
15	R&E listening and responding appropriately to you during the inspection process
16	R&E appropriately informing you of inadequate or unacceptable procedures
17	R&E responding to your enquiries in a timely manner
18	R&E staff being consistent in their assessment of your files
19	R&E being consistent in its inspections as between:
	a) different trustees/administrators
	b) different states and territories
	c) different R&E inspectors
20.	R&E or the Inspector-General issuing general rulings and/or practice notes

Section 2: General Services

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

Each statement below refers to ITSA. Keeping in mind your experiences with ITSA, please rate each statement by answering the following two questions:

Column A: Importance

How important to you/your organisation is each attribute?

Column B: Performance

How well is ITSA currently performing in regard to each attribute?

If the question is not relevant to you, please select "Not Applicable / Don't Know"

The following questions relate to RTs only
		Importance	Performance
21	ITSA notifying you promptly of:
	a) new debtors' petitions
	b) new creditors' petitions
	c) new sequestration orders
22	Official Receiver notices (eg, s.77C & s.139ZQ) being issued promptly by ITSA
23	ITSA assisting you in the preparation of Official Receiver notices (eg. s.77C & s.139ZQ)
24	ITSA adequately assessing estates before they are transferred to you

The following questions relate to DAAs only
		Importance	Performance
25	Time taken by ITSA to process forms and associated documents
26	Voting results being communicated to administrators at the same time as creditors

The following questions relate to Financial Counsellors only
		Importance	Performance
27	ITSA providing you with debtor packs in a timely manner
28	The Personal Insolvency Information for Debtors booklet containing adequate information to effectively explain to your clients the alternatives to and consequences of bankruptcy
29	The Statement of Affairs being easy to understand and complete by your client
30	Usefulness of ITSA 1300 Hotline for Financial Counsellors and email financial.counsellors@itsa.gov.au

The following questions relate to Creditors only
		Importance	Performance
31	ITSA notifying you promptly of a new bankruptcy
32	Keeping you informed of developments during a bankruptcy
33	ITSA’s reports to creditors clearly explaining the issues to be dealt with by ITSA
34	ITSA informing you of the outcome of the investigation into the referred offence
35	ITSA giving sufficient information for you to decide whether to fund asset recovery

Section 3 - Overall Satisfaction

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

To be completed by all clients

In thinking about the overall service provided to you by ITSA, please answer the following question:

Overall, how satisfied are you (and your staff) with:


a)	the timeliness of services provided to you/your organisation
b)	ITSA employees being knowledgeable
c)	the quality of ITSA’s services provided to you/your organisation
d)	ITSA being open about the reasons for its decisions
e)	ITSA continuously improving its standards of service delivery
f)	ITSA’s on-line services being easy to access
g)	ITSA’s on-line services being reliable
h)	ITSA being innovative in developing new services

Section 4 - Contacting ITSA: 1300 364 785

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

To be completed by all clients.

1	How often have you (or your staff) called ITSA's National Service Centre on 1300 364 785 in the past 12 months?
	Never Several times Often (more than 6 to 8 times)

2	Have you used ITSA’s National Service Centre new professional clients Interactive Voice Response service?
	Yes No

3	In thinking about the overall service provided to you by ITSA's National Service Centre (1300 364 785), please answer the following question: Overall, how satisfied are you (and your staff) with:
	a) the time it took for your call to be answered
	b) your enquiries being answered on the first call
	c) ITSA National Service Centre staff being helpful in dealing with your enquiries
	d) ITSA National Service Centre staff being well-informed
	e) answers being consistent irrespective of whom you spoke to
	f) being able to easily speak to more senior or specialist staff if need be
	g) the usefulness of the professional clients Interactive Voice Response service

4	If the National Service Centre referred to you to another area of ITSA to resolve your enquiry how satisfied are you (and your staff) with:
	a) transferred calls being answered quickly
	b) the information provided meeting your expectations
	c) the action taken to follow up your enquiry, if enquiry was not answered in the first instance (e.g. returning phone calls to you)

5	Are they any aspects of ITSA's National Service Centre that you are particularly pleased about?


6	Are they any particular aspects of ITSA’s National Service Centre that fall below your expectation?


7	Do you have any other comments or suggestions for improving ITSA’s National Service Centre?

Section 5 - ITSA's Website and On-line Services

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

To be completed by all clients.

1.	If you have used ITSA’s website, how satisfied were you with your experience?

2	If you were not totally satisfied, please describe the reason for your dissatisfaction.


3	From your experience, what do you find to be the three (3) biggest challenges with using our website? (please rank from 1 to 3, where 1 is the biggest challenge. You may only select THREE answers from the folowing options)
	I am new to the Internet
	Information I am looking for is not available
	Information is not well organised
	There is just too much information
	Hard to navigate through the information
	Takes too long to load a page
	Downloadable files or forms are in a format I cannot use
	Difficulty downloading files
	Other: please specify ……

4	What are the three (3) main reasons that you use ITSA’s website for? (please rank from 1 to 3, where 1 is the main reason. You may only select THREE answers from the folowing options)
	To obtain general information on bankruptcy or personal insolvency
	To obtain general information on ITSA and/or its role as a government agency
	To find a contact phone number or details
	To download a form or document
	To access ITSA’s publications and annual reports
	To access statistics and other research on bankruptcy
	To find information on legislation or legislative changes
	To find out information on ITSA’s decision making processes for the OT, OR, IG
	To lodge a complaint
	To use ITSA’s on-line services
	Other: please specify ……

5	What additional information or features would you like to see on our website: e.g. access from mobile phone?


6	From what you have seen and your experience with other sites, please rate the following features of our website.
	a) Visual appearance/Layout
	b) Content
	c) Writing style / readability
	d) Ease of finding information

7	ITSA currently offers some services on-line and during 2012-2013 will further develop its electronic capability.
	a) What do you see are the benefits of on-line services for you?

	b) Do you have any concerns regarding ITSA’s move to on-line services?

	c) How would you like to learn about using ITSA’s on-line services?
	Website tutorials
	User guides
	Forums
	Video
	Other: please specify

Section 6 - Regulation and Enforcement

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

To be completed by RTs and DAAs only


1	In thinking about the service provided by Regulation and Enforcement (R&E), please answer the following question: Overall, how satisfied are you that R&E:
a)	adequately regulates the personal insolvency system
b)	fairly and effectively conducts Inspector-General Reviews of trustee decisions
c)	fairly and effectively investigates complaints about trustees
d)	fairly and effectively investigates complaints about DA administrators
e)	appropriately disciplines poor performing trustees
f)	appropriately disciplines poor performing DA administrators
g)	appropriately administers the registered application process
h)	appropriately informs and updates you of general rulings and/or practice notes through Personal Insolvency Regulator newsletter
i)	appropriately regulates trustees and DA administrators
j)	appropriately manage its level of independence from other ITSA’s services

2	Do you have any comments in relation to the inspection process conducted by R&E?


3	Do you have any comments or suggestions about how bankruptcy offence investigations are conducted?


4	Do you have any comments about R&E attendance at meetings of creditors?

Section 7: ITSA as a Trustee compared to other Bankruptcy Trustees

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

To be completed by creditors only

Column A: Importance

How IMPORTANT to your organisation is each of the following attributes?

Column B: Performance - ITSA

How would you rate the PERFORMANCE of ITSA in respect to each attribute?

Column C: PERFORMANCE - Other bankruptcy trustees

How would you rate the PERFORMANCE of other Bankruptcy Trustees with whom you deal?

If the question is not relevant to you, select "Not Applicable / Don't Know"

		Importance	Performance ITSA	Performance Other bankruptcy trustees
1	Giving priority to bankruptcies that will pay a dividend
2	Tracing and recovery of assets
3	Realisation of assets
4	Dividend payments
5	Collecting income contributions from bankrupts
6	Time taken in finalising bankruptcy
7	Level of Trustee fees taken
8	Providing a value for money service
9	Reports containing sufficient detail
10	Timeliness of reports

Section 7: ITSA as a Trustee compared to other Bankruptcy Trustees

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

To be completed by creditors only

Column A: Importance

How IMPORTANT to your organisation is each of the following attributes?

Column B: Performance - ITSA

How would you rate the PERFORMANCE of ITSA in respect to each attribute?

Column C: PERFORMANCE - Other bankruptcy trustees

How would you rate the PERFORMANCE of other Bankruptcy Trustees with whom you deal?

If the question is not relevant to you, select "Not Applicable / Don't Know"

		Importance	Performance ITSA	Performance Other bankruptcy trustees
1	Giving priority to bankruptcies that will pay a dividend
2	Tracing and recovery of assets
3	Realisation of assets
4	Dividend payments
5	Collecting income contributions from bankrupts
6	Time taken in finalising bankruptcy
7	Level of Trustee fees taken
8	Providing a value for money service
9	Reports containing sufficient detail
10	Timeliness of reports

Section 8 - Thinking about the Future

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

To be completed by all clients

1	Do you have any comments or suggestions for improvement of ITSA’s forms, reports or information publications?


2	Do you have any comments or suggestions for improvement of ITSA’s practices (e.g. the issuing of notices, consistency in practice, or the assessment of documents lodged)?


3	Do you have any other suggestions on how ITSA could improve its services to you?


4	Are you confident that debt agreements are an effective alternative to debtors becoming bankrupt?
	Yes No Unsure
	(b) If you marked NO, please tell us why not?


5	Would you like ITSA to expand its statistical services in the following areas:
	Frequency e.g. monthly statistics
	Regional data
	Socio economic data
	Other: please specify ……


6	The Attorney General’s Department is responsible for policy development and legislative changes concerning the Bankruptcy Act and related legislation. Although this survey focuses on ITSA’s services and service delivery, it is also keen to gather feedback from its clients on legislation. Do you have any comments about the existing legislation and/or any suggestions for improvement in the existing legislation or the way it is being implemented by ITSA?

To be completed by RTs only

Do you have any comments or suggestions for improvement about the way that ITSA transfers administrations to you?

Section 7: ITSA as a Trustee compared to other Bankruptcy Trustees

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

To be completed by creditors only

Column A: Importance

How IMPORTANT to your organisation is each of the following attributes?

Column B: Performance - ITSA

How would you rate the PERFORMANCE of ITSA in respect to each attribute?

Column C: PERFORMANCE - Other bankruptcy trustees

How would you rate the PERFORMANCE of other Bankruptcy Trustees with whom you deal?

If the question is not relevant to you, select "Not Applicable / Don't Know"

		Importance	Performance ITSA	Performance Other bankruptcy trustees
1	Giving priority to bankruptcies that will pay a dividend
2	Tracing and recovery of assets
3	Realisation of assets
4	Dividend payments
5	Collecting income contributions from bankrupts
6	Time taken in finalising bankruptcy
7	Level of Trustee fees taken
8	Providing a value for money service
9	Reports containing sufficient detail
10	Timeliness of reports

Section 8 - Thinking about the Future

Introduction >
Instructions >
Background Information >
General Services A >
General Services B >
Overall Satisfaction >
Contacting ITSA >
ITSA's Website >
Regulation and Enforcement >
ITSA as a Trustee >
Future >

To be completed by all clients

1	Do you have any comments or suggestions for improvement of ITSA’s forms, reports or information publications?


2	Do you have any comments or suggestions for improvement of ITSA’s practices (e.g. the issuing of notices, consistency in practice, or the assessment of documents lodged)?


3	Do you have any other suggestions on how ITSA could improve its services to you?


4	Are you confident that debt agreements are an effective alternative to debtors becoming bankrupt?
	Yes No Unsure
	(b) If you marked NO, please tell us why not?


5	Would you like ITSA to expand its statistical services in the following areas:
	Frequency e.g. monthly statistics
	Regional data
	Socio economic data
	Other: please specify ……


6	The Attorney General’s Department is responsible for policy development and legislative changes concerning the Bankruptcy Act and related legislation. Although this survey focuses on ITSA’s services and service delivery, it is also keen to gather feedback from its clients on legislation. Do you have any comments about the existing legislation and/or any suggestions for improvement in the existing legislation or the way it is being implemented by ITSA?

To be completed by RTs only

7	Do you have any comments or suggestions for improvement about the way that ITSA transfers administrations to you?

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Saturday, 16 June 2012

Veronique Ingram ITSA 2012 Survey

ITSA - Professional Client Survey 2012

Introduction

IMPORTANT - ANONYMITY & CONFIDENTIALITY ASSURED

ITSA - Professional Client Survey 2012

Survey instructions

How to complete this Survey

Are survey questions compulsory?

Section 1 - Background Information

Section 2a: General Services

Each statement below refers to ITSA. Keeping in mind your experiences with ITSA, please rate each statement by answering the following two questions:

Column A: Importance

Column B: Performance

The following questions relate to all clients

The following questions relate to RTs and DAAs only

Section 2: General Services

Each statement below refers to ITSA. Keeping in mind your experiences with ITSA, please rate each statement by answering the following two questions:

Column A: Importance

Column B: Performance

The following questions relate to RTs only

The following questions relate to DAAs only

The following questions relate to Financial Counsellors only

The following questions relate to Creditors only

Section 3 - Overall Satisfaction

To be completed by all clients

Section 4 - Contacting ITSA: 1300 364 785

To be completed by all clients.

Section 5 - ITSA's Website and On-line Services

To be completed by all clients.

Section 6 - Regulation and Enforcement

To be completed by RTs and DAAs only

Section 7: ITSA as a Trustee compared to other Bankruptcy Trustees

To be completed by creditors only

Column A: Importance

Column B: Performance - ITSA

Column C: PERFORMANCE - Other bankruptcy trustees

Section 7: ITSA as a Trustee compared to other Bankruptcy Trustees

To be completed by creditors only

Column A: Importance

Column B: Performance - ITSA

Column C: PERFORMANCE - Other bankruptcy trustees

Section 8 - Thinking about the Future

To be completed by all clients

To be completed by RTs only

Section 7: ITSA as a Trustee compared to other Bankruptcy Trustees

To be completed by creditors only

Column A: Importance

Column B: Performance - ITSA

Column C: PERFORMANCE - Other bankruptcy trustees

Section 8 - Thinking about the Future

To be completed by all clients

To be completed by RTs only

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