Engaged active compliant participants

Objective: Engaged, active and compliant participants

We achieve the best outcomes when the entities we regulate can successfully engage with us to participate in the schemes we administer, meet their obligations, and willingly contribute to our information gathering.

Planning priority 4: Strengthening our capability to detect, communicate and respond to the activities of our regulated entities including non-compliance.

Key activities: Change

Focus on proactive, modern and transparent compliance management and enforcement to support reliable, deep and robust carbon markets; including expanding the use of analytics and data matching to detect non-compliance.

Key activities: Maintain

Invest in understanding our participants and communicating with them in a way which meets their needs.
Manage non-compliance, and influence participant behaviour by communicating the regulatory responses and actions we take to address non-compliance, including the use of targeted enforcements to act as a deterrent.

Key Performance Indicators


Key Performance Indicators (KPIs)	Target (2021–25)
Compliance levels by regulated and liable entities.^	≥ 95 per cent
Methodology: Across relevant schemes, the total number of reports submitted within the required reporting timeframe against the total number of reports required to be submitted. Additional analysis is provided in relation to required compliance with safeguard baselines and the RET certificate surrender.
Proportion of investigations completed within timeframes.^	80 per cent
Methodology: The number of investigations completed within the required timeframes against the total number of investigations completed. We aim to complete complex investigations within 365 days and routine investigations within 180 days.
Level of participant satisfaction with engagement and guidance provided.*	80 per cent
Methodology: Results from the agency’s annual participant survey indicating satisfaction with engagement and guidance activities delivered by the agency. The result is derived from a specific survey question.
Proportion of participant contacts resolved at first interaction.^	70 per cent
Methodology: The number of enquiries resolved within the first level of interaction against the total number of enquiries received by the agency’s in-house Contact Centre.
Continuous improvement approaches to compliance and outcomes.*	Qualitative analysis
Methodology: We continually look for ways to improve our approach to compliance and outcomes, including our intelligence-led strategy to stop the harm, improve participant behaviour and deter future non-compliance across the schemes. Our performance against this KPI would be demonstrated through the use of a case study where appropriate.
Practical and timely guidance and outreach activities with our participants.*	Qualitative analysis
Methodology: Our provision of targeted and timely guidance and outreach activities enables our participants to successfully engage with us to participate in the schemes we administer. Our performance against this KPI would be demonstrated through the use of a case study where appropriate.