Access Canberra policies, accountabilities and reporting

Access Canberra is accountable for its approach as a service provider and risk-based regulator. The following documents explain the factors Access Canberra considers when:

• dealing with non-compliance
• how we make our regulatory decisions,
• how we outline our key goals and priorities.

Accountability commitment policies

• Accountability Commitment Policy - Regulatory complaint and investigation (PDF 660KB) or (DOCX 517KB)
• Accountability Commitment Policy - Customer service charter (PDF 446KB) or (DOCX 321KB)
• Accountability Commitment Policy - Decision making framework (PDF 556KB) or (DOCX 464KB)
• Accountability Commitment Policy - Regulatory compliance and enforcement (PDF 680KB) or (DOCX 583KB)
• Accountability Commitment Policy – Managing Unreasonable Complaint Policy (PDF 680KB) or (DOCX 583KB)

Compliance frameworks

Risks vary in the different sectors we regulate, some risks require specific actions. To address this, specific compliance frameworks have been developed for the following sectors:

• Building and construction services compliance framework (PDF 505KB) or (DOCX 602KB)
• Controlled sports compliance framework (PDF 443KB) or (DOCX 580KB)
• Environment protection compliance framework (PDF 468KB) or (DOCX 591KB)
• Fair trading compliance framework (PDF 434KB) or (DOCX 588KB)
• Fair Trading and Compliance Regulatory Continuum (PDF 331KB) or (DOCX 490KB)
• Food safety enforcement framework (PDF 460 KB) or (DOCX 593 KB)
• Gambling and racing compliance framework (PDF 510KB) or (DOC 583KB)
• Liquor licensing compliance framework (PDF 518KB) or (DOCX 581KB)
• Parking operations compliance framework (PDF 428KB) or (DOCX 569KB)
• Working with vulnerable people compliance framework (PDF 463KB) or (DOCX 582KB)
• Vehicle safety compliance framework (PDF 492KB) or (DOCX 630KB)

Statements of expectation

Access Canberra outlines its priorities for risk-based regulation. In 2023, this includes a public statement of expectation for selected statutory authorities. Regulatory activities will align with these statements.

Public statements

• Commissioner for Fair Trading (PDF 164KB)
• Construction Occupations Registrar
• Environment Protection Authority (PDF 216KB)
• Gambling and Racing Commission

Target timeframe for occupational licences

Annual Report

Access Canberra is part of the Chief Minister, Treasury and Economic Development Directorate (CMTEDD). Our annual reporting data and information is available within CMTEDD Annual Reports.

A range of other data produced by Access Canberra is available from the ACT Open Data Portal.

Customer satisfaction surveys

The 2022 Access Canberra Customer Satisfaction Survey results show Canberrans are satisfied with their service experience across:

• Service Centres
• Contact Centre
• digital services.

Full report:

• 2023 Access Canberra Customer Satisfaction Survey (PDF 2.5MB)
• 2022 Access Canberra Customer Satisfaction Survey (PDF 7.1MB)
• 2021 Access Canberra Customer Satisfaction Survey (PDF 4.6MB)
• 2020 Access Canberra Customer Satisfaction Survey (PDF 2.1MB)
• 2019 Access Canberra Customer Satisfaction Survey (PDF 2.0MB)
• 2018 Access Canberra Customer Satisfaction Survey (PDF 3.6MB)
• 2017 Access Canberra Customer Satisfaction Survey (PDF 3MB)
• 2016 Access Canberra Customer Satisfaction Survey (PDF 2.3MB)

Summary of findings:

2023 Report Card (click to enlarge)