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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

eceived under HAS, for

eceived under HAS, for example: ‘how satisfied were you with digital television; and were you satisfied with the service received from the digital television installer’. Since the commencement of the Scheme in January 2010 to October 2011, DHS officers had interviewed a total of 2043 customers. The interviews indicated that: � 1744 (82 per cent) customers were satisfied with the service they received from the digital television installer; � 117 (six per cent) customers were dissatisfied with digital television generally (but not necessarily the Scheme); � 182 (nine per cent) were ‘neutral’, neither satisfied nor dissatisfied with digital television. 4.61 Of those customers that were dissatisfied, the most common reasons related to: � customers having difficulties with their digital reception (18—less than one per cent of interviewed); � customers claimed litter had been left in their home or their home had been damaged during the installation (10—less than one per cent of those interviewed) 80 ; and � customers claimed they were charged money during the time of servicing (two—less than one per cent of those interviewed). 81 4.62 DHS provides all QA data to DBCDE, which the department analyses and uses to inform further compliance reviews on services completed under HAS against deeds. 82 The department advised that corrective action is taken where issues are identified through DHS QA activities. For example, where a service contractor (or subcontracted installer) has either damaged property or inappropriately charged for work undertaken, the department contacts the service contractor to determine the basis of the issue identified. Remedial 80 In general, the issues raised under this category did not relate to damage caused to homes during installation. However, DBCDE’s records were not complete and follow-up actions were not recorded for all issues raised. The department has indicated that it is currently confirming escalation processes internally and with DHS. 81 In both cases, DBCDE investigated and confirmed that incorrect charging had not occurred. 82 Since October 2011 to April 2012, DHS has undertaken a further 972 QA interviews with customers that have received a service under HAS. The results of these interviews have not been analysed by the ANAO. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 102

Scheme Delivery Arrangements action may include the requirement to repair any damage or repay relevant service charges. QA activities undertaken by service contractors 4.63 DBCDE specifically required service contractors to undertake quality assurance audits on not less than five per cent of all services provided under each deed. The audits were to review the: quality of workmanship; obtain evidence of any over‐servicing, such as providing an external antenna when not eligible or required; and to determine customer satisfaction and the contractor’s compliance with the deed. From the Regional Queensland rollout onward, the deeds have included a template that must be used for QA reporting. 4.64 DBCDE further strengthened quality assurance requirements for service contractors in the deeds established for the Regional Queensland rollout. The department adopted the QA framework from the Satellite Subsidy Scheme (SSS), which required service contractors to provide assurance over additional aspects of service delivery, such as: � the application of and compliance with OH&S requirements as specified in the deed and all other applicable laws; and � processes and procedures implemented by the service contractor comply with, are consistent with, or demonstrate comparable performance standards to the requirements of AS/NZS ISO 9001:2008. 83 4.65 In addition, service contractors were required to submit a draft Quality Assurance Plan to DBCDE during the certification period 84 , which once approved, would form the basis for monitoring, evaluating and reporting on the service contractor’s implementation of QA procedures, processes and inspection methods. 83 ISO 9001:2008 specifies requirements for a quality management system where an organisation needs to demonstrate its ability to consistently provide products that meet the needs of customers and applicable statutory regulatory requirements and aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and statutory regulatory requirements. 84 The certification period means the time between contract execution and finalisation of the contractors’ procedural documentation that is required to be in place to support the deed. Unless agreed otherwise, certification must be finalised before the service contractor can commence work. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 103

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