NCAT Annual Report 2016-2017 The Hon Mark Speakman, SC MP Attorney General GPO Box 5341 SYDNEY NSW 2001 Dear Attorney I am pleased to submit the 2016-2017 Annual Report for the NSW Civil and Administrative Tribunal. The report summarises the Tribunal’s performance and outcomes achieved during the period 1 July 2016 to 30 June 2017. The report has been prepared in accordance with section 91 of the Civil and Administrative Tribunal Act 2013 (NSW). Following the tabling of the report in Parliament, it will be available for public access on the Tribunal’s website at www.ncat.nsw.gov.au. Yours sincerely [signed] The Hon Justice Robertson WRIGHT President NSW Civil and Administrative Tribunal NCAT Annual Report 2016-2017 1 Table of Contents President’s Report...........................................................................................................................................................................................5 2016-2017 in Review .....................................................................................................................................................................................9 Independence ................................................................................................................................................................................................. 10 Legislative framework ............................................................................................................................................................................... 10 Member appointments and tenure .................................................................................................................................................... 10 Administrative support ............................................................................................................................................................................ 11 Budget and funding sources ................................................................................................................................................................. 12 Leadership and effective management ............................................................................................................................................ 13 Leadership group ....................................................................................................................................................................................... 13 Governance................................................................................................................................................................................................... 14 NCAT Strategic Plan 2014-2018 ........................................................................................................................................................... 16 Disclosure of information ....................................................................................................................................................................... 16 Fair treatment ................................................................................................................................................................................................ 17 Member Code of Conduct ...................................................................................................................................................................... 17 Internal appeals .......................................................................................................................................................................................... 17 NCAT Service Charter and service enhancement projects ........................................................................................................ 18 Procedures and processes ...................................................................................................................................................................... 18 Representation before the Tribunal .................................................................................................................................................... 18 Interpreter services .................................................................................................................................................................................... 19 Cultural issues .............................................................................................................................................................................................. 19 Accessibility ..................................................................................................................................................................................................... 20 Accessing NCAT services including online ....................................................................................................................................... 20 NCAT Registries .......................................................................................................................................................................................... 20 Website and social media ....................................................................................................................................................................... 20 Resources and assistance........................................................................................................................................................................ 21 Videos in community languages .......................................................................................................................................................... 22 Hearing locations and times .................................................................................................................................................................. 22 Security at hearings ................................................................................................................................................................................... 22 Alternative access to hearings .............................................................................................................................................................. 22 Fees and charges ........................................................................................................................................................................................ 24 Legal assistance .......................................................................................................................................................................................... 24 Additional assistance ................................................................................................................................................................................ 24 NCAT Annual Report 2016-2017 2 Procedural directions, guidelines and policies ............................................................................................................................... 24 NCAT Communications Strategy 2015-2018 .................................................................................................................................. 26 Professionalism and integrity ................................................................................................................................................................ 27 Competency framework and performance appraisal .................................................................................................................. 27 Appointment selection criteria ............................................................................................................................................................. 27 Member qualifications ............................................................................................................................................................................. 27 Code of conduct ......................................................................................................................................................................................... 27 Professional development, appraisal and training ....................................................................................................................... 28 Appeals........................................................................................................................................................................................................... 28 Accountability ................................................................................................................................................................................................ 30 Hearings open to the public .................................................................................................................................................................. 30 Service charter ............................................................................................................................................................................................. 30 Complaint handling mechanism .......................................................................................................................................................... 30 Stakeholder