ASIC service charter results: 2012-13

The ASIC service charter sets out the most common interactions we have with you and how quickly you can expect us to respond to your phone calls, complaints, requests or applications.

We will continue to report on our service charter results each year.

Service charter results

Below are our performance results for the 2012-13 and 2011-12 financial years:

ServiceService charter target2012-13 performance2011-12 performance
General phone queries We aim to answer your telephone queries on the spot 80.5% of calls answered on the spot (576,513 of 716,382 calls)
19.5% (139,869 calls) referred to specialist staff
87% of calls answered on the spot (525,741 of 600,889)
13% (75,148 calls) referred to specialist staff
General email queries We aim to reply to email queries [1] within 2 business days. 77% replied to within 2 business days (111,399 of 144,204 email queries) 73% replied to within 2 business days (17,611 of 24,224 email queries)
General correspondence about our public database and registers, including fee waivers We aim to acknowledge receipt within 14 days of receiving it, with full response within 28 days 85% replied to in 28 days (17,387 of 20,478 pieces of correspondence) 91% replied to within 28 days (18,719 of 20,629 pieces of correspondence)
Registering a company We aim to complete company registrations within 1 business day [2] 98% completed within 1 business day (200,326 of 204,035)
97% of paper forms completed within 1 day (17,753 of 18,217)
98% of electronic forms completed in 1 day (182,573 of 185,818)
98% completed within 1 business day (182,503 of 185,559)
97% of paper forms completed within 1 day (18,357 of 18,905)
98% of electronic forms completed in 1 day (164,146 of 166,654)
Updating company
information and status
We aim to enter critical changes to company information in the corporate register within 2 business days 98% entered within 2 business days (995,676 of 1,013,048)
91% of paper forms entered in 2 business days (105,997 of 116,733)
99% of electronic forms entered in 2 business days (889,679 of 896,315)
98% entered within 2 business days (1,053,821 of 1,075,984)
91% of paper forms entered within 2 business days (153,631 of 169,142)
99% of electronic forms entered within 2 business days (900,190 of 906,842)
Registering as an auditor We aim to decide whether to register an auditor within 28 days of receiving a complete application 92% registered within 28 days (123 individual applications and 16 authorised audit companies) 91% registered within 28 days (98 individual applications and 15 authorised audit companies)
Registering as a liquidator We aim to decide whether to register a liquidator or official liquidator within 28 days [3] 100% of liquidator applications decided within 28 days (37 of 37 applications)
98% for official liquidators (44 of 45 applications)
92% of liquidator applications decided within 28 days (34 of 37 applications)
95% for official liquidators (35 of 37 applications)
Applying for or varying an AFS licence We aim to decide whether to grant or vary an AFS licence within 28 days [3] 79% of licences granted within 28 days (374 of 472)
83% of licence variations decided in 28 days (649 of 784 applications) [4]
85% of new licences decided in 28 days (357 of 420 applications)
88% of licence variations decided within 28 days (803 of 917 applications) [4]
Registering a managed
investment scheme
By law we must register a managed investment scheme within 14 days of receiving a complete application 100% registered in 14 days (205 of 205) 100% registered within 14 days (191 of 191)
Applying for or varying a credit licence We aim to decide whether to grant or vary a credit licence within 28 days [3] 83% of all licence applications decided within 28 days (313 of 375)
91% of licence variations decided in 28 days (160 of 175)
90% of all licence applications decided within 28 days (350 of 391)
94% of licence variations decided within 28 days (149 of 159)
Applying for relief from the Corporations Act or National Credit Act For applications that do not raise new policy issues, we aim to give an in-principle decision within 21 days of receiving all necessary information and fees (target: 70%) 71% of in-principle decisions made within 21 days (1,935 of 2,744 applications) [4] 73% of in-principle decisions made within 21 days (1,897 of 2,594 applications) [4]
Complaints about misconduct by a company or
individual
If someone reports alleged misconduct by a company or an individual, we aim to respond within 28 days of receiving all relevant information (target: 70%) [5] 76% finalised within 28 days (8,828 of 11,682 reports) 72% finalised within 28 days (8,954 of 12,516)

Notes to table:
Note 1. Email queries lodged via the 'Ask a question' webmail facility on ASIC's website.
Note 2. Includes all applications received, regardless of whether applications approved or a company registered.
Note 3. Applications taking more than 28 days are generally complex ones, requiring, for example, additional policy work or legal review.
Note 4. Includes all applications, including those where we did not initially receive all the information needed to make a decision.
Note 5. Reports taking more than 28 days are generally complex ones or ones requiring considerable additional work. 

Service charter results 2013-14

Service charter results 2011-12

Service charter results 2010-11

Service charter results 2009-10

Service charter results 2008-09

Service charter results 2007-08

Service charter results 2006-07

ASIC industry funding

Cost Recovery Implementation Statement 2019-20

12 June 2020

A consultation version of the Cost Recovery Implementation Statement 2019-20 (CRIS)  has been released.

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Last updated: 23/10/2020 01:28