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Performance results

​​We developed our performance indicators under a Key Performance Indicator Framework, which relates to our functions rather than specific schemes. This provides flexibility in responding to changes to the schemes we administer and allows us to measure our performance through a number of metrics. Each of the following eight functions comprises a number of key performance indicators that measure our performance against our purpose.

1. CLIENT ENGAGEMENT AND GUIDANCE
Activities under this function relate to providing education, engagement, guidance and communications with varied entities and individuals.
Performance indicator Performance indicator source
Level of client satisfaction with engagement and guidance provided Corporate Plan 2015–19
Clients are satisfied with the service, and respect the decisions of, the Clean Energy Regulator Portfolio Budget Statements 2015–16
Data publication and information sharing that is relevant, accurate, timely and meets user needs Portfolio Budget Statements 2015–16
Result: 76 per cent of clients surveyed agreed or strongly agreed that the Clean Energy Regulator effectively engages clients.

In 2015–16 a total of 330 clients responded to our annual client survey. We received high ratings for providing timely responses to questions and enquiries. There was also a marked improvement in the client perception of the reasonableness of information we request, and a substantial improvement in minimising duplication and client perception of compliance burden compared with 2014 survey results. More than 90 per cent of respondents reported that our subscription email service was the communication channel they were most satisfied with. Our website was the most used communication channel, with 80 per cent of respondents indicating they had accessed the website during the past 12 months. For more information about our client survey see the client survey section on the Corporate governance page.

During the year we conducted a major program of consultation with clients and stakeholders to prepare for the start of the safeguard mechanism on 1 July 2016. This included holding four meetings of a technical working group comprising affected businesses, publishing discussion papers and detailed technical guidance, and hosting workshops attended by more than 230 people in Sydney, Melbourne, Perth and Brisbane. We also engaged directly with affected clients regarding their safeguard baselines. For more information on client engagement about the introduction of the safeguard mechanism see Preparing for the safeguard mechanism on the NGER scheme page.

Regarding decisions made, in 2015–16 one of our decisions became the subject of an application for review by the Administrative Appeals Tribunal. The matter relates to the Renewable Energy (Electricity) Act 2000 and is listed for hearing in December 2016.

Regarding data publication and information sharing, on 26 February 2016, we published data reported by registered corporations that exceed the publishing threshold under the National Greenhouse and Energy Reporting Act 2007. The data included total scope 1 and scope 2 greenhouse gas emissions and net energy consumption. This year for the first time, we published the fuel source and emissions intensity of all power stations that are reported. This new information provided a more complete picture of emissions from the electricity sector than previous publications. For more information about greenhouse and energy data see Publishing a more complete picture of greenhouse and energy data on the NGER scheme page.

Performance indicator Performance indicator source
Client contacts resolved at first interaction Corporate Plan 2015–19
Result: 78 per cent of client contacts via phone were resolved at first interaction during 2015–16.

The number of client contacts our contact centre resolved at first contact improved during 2015–16. The 78 per cent result this year is an improvement on 74 per cent recorded for 2014–15. This is attributed to an increase in contact centre staff capability and knowledge about our schemes.
2. REGISTRATION, ACCREDITATION AND APPROVAL
Activities under this function relate to collecting information required for registration, accreditation and approvals and subsequent decision-making (including dispute resolution).
Performance indicator Performance indicator source
Volume of Australian carbon credit units issued Corporate Plan 2015–19
Result: A total of 10 713 498 Australian carbon credit units (ACCUs) were issued under the Emissions Reduction Fund during 2015–16.

This is an increase from 9 318 106 ACCUs issued in 2014–15. Almost 60 per cent of the ACCUs issued in 2015–16 related to vegetation projects under the Emissions Reduction Fund.

Applications for ACCU issuances increased each quarter throughout the financial year. There was a significant increase in applications for ACCU issuances in Quarter 4 in preparation for June 2016 contracted deliveries under the Emissions Reduction Fund.

For more information about ACCUs issued under the Emissions Reduction Fund see Carbon credits issued on the ERF scheme page.
Performance indicator Performance indicator source
Volume of renewable energy certificates registered Corporate Plan 2015–19

Result: A total of 31 272 092 renewable energy certificates were registered4 in 2015–16 through the Renewable Energy Target's Small-scale Renewable Energy scheme and Large-scale Renewable Energy Target.

  • Small-scale technology certificates: A total of 15 358 292 small-scale technology certificates (STCs) were registered in 2015–16. The number of registered STCs in 2015–16 was 2.6 million lower than the 18 028 507 registered in 2014–15. This continues the downward trend since 2012, due to the phase-out of the STC multiplier and state incentives. For more information about the Small-scale Renewable Energy scheme and the issuance of STCs see Small-scale systems on the RET scheme page.
  • Large-scale generation certificates: A total of 15 913 800 large-scale generation certificates (LGCs) were registered in 2015–16. The number of LGCs registered in 2015–16 was 2.7 million LGCs lower than in the same period in 2014–15. Hydroelectricity power stations registered only a third of the volume of LGCs in 2015–16 than in 2014–15, accounting for most of the decrease in registered LGCs. For more information about the Large-scale Renewable Energy Target and the issuance of LGCs see Large-scale power stations on the RET scheme page.
Performance indicator Performance indicator source
Additional generation of electricity from renewable sources consistent with annual legislated demand under the Renewable Energy Target Portfolio Budget Statements 2015–16
Result: In 2015–16 we validated 15 949 840 large-scale generation certificates. This reflects 15 949 840 megawatt hours of additional electricity generated by accredited renewable energy power stations.

The legislated demand for 2015 was 18 850 000 million megawatt hours and in 2016 is 21 431 000 million megawatt hours. The gap between the statutory trajectory and 2015–16 certificates validated is as expected as it takes time for new renewable build and there is surplus to be consumed.
Performance indicator Performance indicator source
Applications processed within statutory timeframes Corporate Plan 2015–19
Result: Across all schemes, we processed 99.6 per cent of applications within statutory or administrative timeframes. Where statutory timeframes do not exist, we apply internal administrative timeframes for application processing.
  • Emissions Reduction Fund: Applications to participate in the Emissions Reduction Fund were received throughout the year and were processed within the statutory timeframes. Application closing times were published for each auction and all applications received prior to closing times for the two auctions held during 2015–16 were processed within internal administrative timeframes. For more information about the Emissions Reduction Fund and auctions see the Emissions Reduction Fund page.
  • National Greenhouse and Energy Reporting scheme: The peak period for processing of National Greenhouse and Energy Reporting scheme applications is in Quarter 1, with the majority of applications being for registration as a controlling corporation (who then report under the scheme by 31 October annually). We processed all applications within our required timeframes. For more information see the National Greenhouse and Energy Reporting scheme page.
  • Large-scale Renewable Energy Target: The number of applications to accredit power stations under the Large-scale Renewable Energy Target has increased noticeably since September 2015 and is now triple that of 2014–15. The introduction of online accreditation forms for power stations in the Renewable Energy Certificate Registry (REC Registry) in September 2015 helped us to more efficiently process this increase in applications. 100 per cent of applications were processed within statutory timeframes. For more information about the Large-scale Renewable Energy Target see Large-scale power stations on the RET scheme page.
  • Small-scale Renewable Energy scheme: The number of applications received for registration as a registered agent or registered person, and the number of applications for a general account remained relatively consistent throughout 2015–16. Overall, 98.7 per cent of applications were processed within the internal administrative timeframes. For more information about the Small-scale Renewable Energy scheme see Small-scale systems on the RET scheme page.
  • Australian National Registry of Emissions Units (ANREU): All ANREU account applications were processed within internal administrative timeframes during 2015–16. Applications to replace an authorised representative for an existing ANREU account represented the majority of applications received. For more information see the ANREU page.
3. MONITORING AND COMPLIANCE
Activities under this function relate to monitoring compliance with project requirements and encouraging compliance with legislative requirements.
Performance indicator Performance indicator source
Proportion of contracted abatement delivered Corporate Plan 2015–19
The proportion of contracted carbon abatement delivered Portfolio Budget Statements 2015–16
Result: 93 per cent of carbon abatement contracted under the Emissions Reduction Fund was delivered as originally scheduled.

During 2015–16, a total of 8 431 699 eligible carbon credit units were transferred to us, out of a total of 9 051 846 carbon credit units originally scheduled to be delivered. Inbuilt flexibility within carbon abatement contracts means that some participants will deliver early and others will make use of being able to vary individual milestones by 20 per cent, which makes precise forecasting difficult. We may, in certain circumstances, agree to vary the timing of contracted delivery schedules and will continue to monitor contract compliance.
Performance indicator Performance indicator source
Compliance levels by regulated entities Corporate Plan 2015–19
Over 95 per cent of scheme participants are materially compliant with their statutory obligations Portfolio Budget Statements 2015–16
Result: 99.1 per cent of regulated entities were compliant.
  • National Greenhouse and Energy Reporting scheme: During 2015–16, a total of 98 per cent of reporters submitted their 2014–15 report by the deadline, up from 97 per cent the previous year. For more information see the National Greenhouse and Energy Reporting scheme page.
  • Renewable Energy Target: Liable entities maintained a compliance level of more than 99 per cent with liability surrender deadlines during the 2015 assessment year (the Renewable Energy Target operates on a calendar year basis). For more information see the Renewable Energy Target scheme page.
  • Emissions Reduction Fund: To date, no action has been required to be taken by us in relation to the non-compliance of carbon abatement contracts. For more information see the Emissions Reduction Fund page.
Performance indicator Performance indicator source
Integrity and level of usage of National Greenhouse and Energy Reporting scheme data Corporate Plan 2015–19
Result: National Greenhouse and Energy Reporting scheme reporters are required to report their past financial year's emissions and energy use by 31 October each year, meaning this annual performance statement covers results from the 2014–15 financial year.

This year, reporters resubmitted a total of 90 National Greenhouse and Energy Reporting scheme reports for prior years. Of the 90 resubmissions, 44 resubmissions were for previous reporting years.

This year we focused on improving reporting of emissions-related data for electricity generators, and published details in the lead up to the start of the safeguard mechanism on 1 July 2016.

Regarding the usage of this data, peak periods for report downloads during 2015–16 were Quarters 2 and 3. This was due to the Quarter 2 October reporting deadline, and the Quarter 3 publication of National Greenhouse and Energy Reporting scheme data on 26 February 2016. A total of 2 543 reports were downloaded by users during 2015–16.

A survey of National Greenhouse and Energy Reporting scheme data users was completed in June 2016. Respondents provided positive feedback on the value and trustworthiness of National Greenhouse and Energy Reporting scheme data and the technical support and training we provided. The survey also provided insights on potential enhancements to make the Information Portal and structure of reports more user-friendly. The results of the survey will inform our work during 2016–17 to enhance data services and data availability.

In 2015–16 we began investigating ways to link National Greenhouse and Energy Reporting scheme data to other datasets and to make it more accessible and useful to policy and research analysts. This work involves collaboration with other agencies including: the Australian Government Department of Industry, Innovation and Science; the Australian Renewable Energy Agency; the Australian Bureau of Statistics; and the Commonwealth Scientific and Industrial Research Organisation.

For more information see the National Greenhouse and Energy Reporting scheme page.
4. MARKET SERVICES
Activities under this function relate to issuance of property rights to market participants, building confidence in the market, and reducing the risk of fraud through the design and implementation of effective processes and controls.
Performance indicators Performance indicator source
Level of client satisfaction with registries and reporting systems Corporate Plan 2015–19
Integrity in the operation of registries Corporate Plan 2015–19
Result: We will report against these performance indicators in future years.

To gauge satisfaction and seek feedback from our clients with regard to our registries and reporting systems, we will incorporate an additional reporting metric into future client surveys and we expect to be able to report against this indicator in 2016–17.
5. INVESTIGATIONS AND ENFORCEMENTS
Activities under this function relate to investigation, enforcement and subsequent decision-making (including dispute resolution processes).
Performance indicators Performance indicator source
Proportion of successful court actions Corporate Plan 2015–19
Proportions of enforceable undertakings completed on time Corporate Plan 2015–19
Result: 100 per cent of court actions completed this year were successful and 50 per cent of enforceable undertakings were completed on time.

One court action was finalised during 2015–16, which resulted in a conviction for fraud offences relating to the improper creation of certificates under the Renewable Energy (Electricity) Act 2000 and a four-year prison sentence.

Of the two enforceable undertakings commenced in 2015–16, one was not completed on time. This undertaking required a Queensland installation company to revisit and inspect identified installed solar panels systems in a given timeframe, which did not occur. The installation company has now inspected all required solar panel systems and the enforceable undertaking was completed.

For more information regarding investigations, see the investigations section on the Corporate governance page.
6. INFORMATION AND COMMUNICATIONS TECHNOLOGY SERVICES
Activities under this function relate to providing information and communications technology (ICT) services including ICT strategy, governance and security, maintenance of ICT infrastructure, applications and general ICT technical support.
Performance indicators Performance indicator source
Availability of online systems Corporate Plan 2015–19
Online systems are compliant with Australian Government standards Corporate Plan 2015–19
System availability for client access maintained for 99 per cent of the time, excluding scheduled outages Portfolio Budget Statements 2015–16
Result: Our online systems had an average availability of 98.5 per cent during 2015–16, including scheduled downtimes.

We currently administer five online systems for use by our clients and stakeholders: including our website; the Australian National Registry of Emissions Units the Emissions and Energy Reporting System; the REC Registry; and the Client Portal.

A loss of availability during Quarter 2 was associated with an appropriate response to a cyber-security attack on our system.

Regarding relevant Australian Government standards, all online systems we administer complied with the Information Security Manual and the Protective Security Policy Framework throughout 2015–16 and we have no areas of unmitigated risk.

For more information about our online systems and information and communications technology, see the Information and communications technology page.
7. OPERATIONS
Activities under this function relate to corporate budget management, finance and procurement, governance of strategic investment, project management, parliamentary services, agency business planning and compliance with reporting obligations.
Performance indicator Performance indicator source
Positive assessments of the agency's performance under the Regulator Performance Framework Corporate Plan 2015–19
Result: The first self-assessment report of our agency's performance under the Regulator Performance Framework will be published by 31 December 2016.

Preliminary work indicates that we have sufficient evidence to demonstrate our achievements against all key performance indicators and to identify areas for ongoing improvement.
Performance indicator Performance indicator source
No significant breaches of government, administrative, legal, administrative, and policy requirements Corporate Plan 2015–19
Result: We recorded no significant breaches of government, administrative, legal or policy requirements during 2015–16.
8. PEOPLE SERVICES
Activities under this function relate to facilities and security management as well as human resources management.
Performance indicators Performance indicator source
Level of client satisfaction with staff interactions Corporate Plan 2015–19
Result: 84 per cent of clients surveyed were satisfied with their interactions with our staff.

Our 2015–16 client survey also found that 84 per cent of respondents agreed they had an effective working relationship with us. This is consistent with the 2014–15 client survey. In addition, we received high ratings for people attributes in the survey, with respondents considering that our staff are approachable and have a good understanding of legislation and processes.

Footnote

4 Registered certificates are certificates which have been created, validated and have their fee item paid.

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