ASIC service charter results: 2018-19
The ASIC Service Charter covers the most common interactions between ASIC and our stakeholders and sets performance targets for these. The table below sets out our performance against the key measures outlined in the Service Charter for the 2018–19 financial year. Read the ASIC service charter
ASIC Service Charter performance, 2018–19
When you contact us
|
Service |
Measure |
Target |
Result |
|
General telephone queries |
We aim to answer telephone queries on the spot |
80% |
90.7% |
|
General email queries |
We aim to reply to email queries within 3 business days |
90% |
91.8% |
When you access our registers
|
Service |
Measure |
Target |
Result |
|
Searching company, business name or other data online |
We aim to ensure our online search service is available between 8.30 am and 7.00 pm AEST Monday to Friday, excluding public holidays |
99.5% |
99.8% |
|
Lodging company, business name or other data online |
We aim to ensure you can lodge registration forms and other information online between 8.30 am and 7.00 pm AEST Monday to Friday, excluding public holidays |
99.5% |
98.4% |
When you do business with us
|
Service |
Measure |
Target |
Result |
|
|
Registering a company or business name online |
We aim to register the company or business name within 1 business day of receiving a complete application |
90% |
99.2% |
|
|
Registering a company via paper application |
We aim to register the company within 2 business days of receiving a complete application |
90% |
98.9% |
|
|
Registering a business name via paper application |
For paper applications lodged by mail – complete applications for business name registrations within 7 business days |
90% |
100% |
|
|
Updating company, business name or other ASIC register information online |
For applications lodged online – enter critical information and status changes to company or business name registers within 1 business day |
90% |
99.9% |
|
|
Updating company, business name or other ASIC register information via paper application |
For paper applications lodged by mail – enter critical information and status changes to company or business name registers within 5 business days |
90% |
93.6% |
|
|
Registering as an auditor |
We aim to decide whether to register an auditor within 28 days of receiving a complete application |
80% |
90% |
|
|
Registering a managed investment scheme |
By law, we must register a managed investment scheme within 14 days of receiving a complete application, except in certain circumstances |
100% |
100% |
|
|
Applying for or varying an AFS licence |
We aim to decide whether to grant or vary an AFS licence within 150 days |
70% |
Granted: 73% Varied: 80% |
|
|
We aim to decide whether to grant or vary an AFS licence within 240 days |
90% |
Granted: 86%1 Varied: 90% |
||
|
Applying for or varying a credit licence |
We aim to decide whether to grant or vary a credit licence within 150 days |
70% |
Granted: 92% Varied: 96% |
|
|
We aim to decide whether to grant or vary a credit licence within 240 days |
90% |
Granted: 96% Varied: 98% |
||
|
Applying for relief2 |
We aim to give an in–principle decision within 28 days of receiving all necessary information and fees for applications for relief from the Corporations Act that do not raise new issues |
70% |
66% |
|
|
We aim to give an in–principle decision within 90 days of receiving all necessary information and fees for applications for relief from the Corporations Act that do not raise new issues 5 |
90% |
80% |
||
|
Complaints about misconduct by a company or individual |
If someone reports alleged misconduct by a company or an individual, ASIC aims to respond within 28 days of receiving all relevant information |
70% |
73% |
|
When you have complaints about us
|
Service |
Measure |
Target |
Result |
|
About ASIC officers, services or actions |
We aim to acknowledge receipt of complaints within 3 working days of receipt. We aim to resolve a complaint within 28 days |
70% |
Resolved within 28 days: 96% |
