At the program level, the performance of the Remote Indigenous Housing Program is managed on an ongoing basis through financial reporting and performance progress report requirements contained in the Portfolio Budget Statement.
At the discrete strategy or activity level, performance is managed and monitored through financial and performance progress reports as detailed in the funding agreement. Performance and reporting requirements may be changed subsequent to negotiation and agreement between FaHCSIA and the funding recipient/service provider, and would be actioned through a variation to the Funding Agreement.
4.1 Performance framework and reporting
Funding recipients/service providers will be required to provide regular updates against milestones as specified in the funding agreements. Performance indicators are reviewed annually and may be updated to meet changed business requirements for a new financial year. Current performance indicators for the various activities under the Remote Indigenous Housing program include:
- Rating of achievement of project objectives (0:Not Met - 5:Fully Met) determined by project officer based on reporting from funding recipient on agreed project objectives
- Achievement of service delivery as listed in the Funding Agreement including activity details and any schedules and/or annexure.
- Number of commercial users connected to the Community Power Supply
- Number of Community Houses connected to the Community Power Supply.
- Number of accommodation places for Indigenous expectant and new mothers in agreed locations
- Number of project participants – by type of service
- Services and targets that funding is provided for are met and reported on using the income and expenditure statement provided in this document.
4.2 Financial Reporting
The Remote Indigenous Housing Program will be managed to ensure the efficient and effective use of public monies, consistent with best value in service delivery and the FaHCSIA Funding Agreement, and will aim to maintain viable services and act to prevent fraud upon the Commonwealth.
Funding must only be used for the purposes for which it is provided.
Providers will be required to supply a financial statement detailing the expenditure of funds for the purposes set out in the Funding Agreement. Additional requirements for reporting will be detailed in the Funding Agreement in accordance with FaHCSIA’s standard terms and conditions.
4.3 Evaluation
FaHCSIA reserves the right to conduct an evaluation of the Remote Indigenous Housing Program and any of the activities funded under the Remote Indigenous Housing Program.
The Australian Government will engage an independent party to undertake a formal review of the National Partnership Agreement on Remote Indigenous Housing in 2012 and 2017. The outcome of the review will identify progress against performance indicators and targets and inform the future direction of National Partnership Agreements.
4.4 Complaints
FaHCSIA encourages clients to provide feedback on their experiences with FaHCSIA or FaHCSIA funded service providers so that we can continue to improve the services we offer to the Australian community. Any feedback received through this channel will be provided to the relevant FaHCSIA area for appropriate action.
FaHCSIA has a formal process for the handling of all external complaints it receives about FaHCSIA programs and FaHCSIA funded service providers. Complaints will be dealt with under the FaHCSIA Complaints Management Scheme. The Scheme ensures that any problems an applicant has with the FaHCSIA’s services, decisions or policies and those of FaHCSIA’s funded service providers, are taken seriously and dealt with promptly. More information is available on the Complaints Management Section of the FaHCSIA website.
Please note: Complaints about Australian Government policy, legislation or reviews over eligibility for a benefit or entitlement are not handled by the Complaints Management System. These complaints should be handled by the relevant area of FaHCSIA, such as the national, state and territory offices, Indigenous Coordination Centres and Regional Operations Centres.
4.4.1 Service Provider
The funding recipient/service provider can contact FaHCSIA complaints if they have any concerns about FaHCSIA’s service(s) or the service of another FaHCSIA funded service provider.
Details of what constitutes an eligible complaint can be provided upon request by FaHCSIA. The funding recipient/service provider can lodge a complaint by contacting:
Ph: 1800 634 035
Fax: (02) 6204 4587
Email: complaints@fahcsia.gov.au
Post: FaHCSIA Complaints
PO Box 7576
Canberra Business Centre
ACT 2610
If a provider is at any time dissatisfied with the FaHCSIA’s handling of a complaint, they can contact the Commonwealth Ombudsman or call 1300 362 072.
4.4.2 Client/Customer
It is expected that all funding recipients/service providers would have a complaints process for clients.