Queensland Building and

Construction Commission

New Customer Service Initiatives

A New QBCC: For Peace of Mind

• QBCC has completed the first phase of significant

change towards becoming a more customer-centric

organisation

• Three Strategic Pillars:

– Our Customers

– Our People

– Achieving Business Excellence

• This is just the beginning

Improved Governance

• New Governance

Board

• New Commissioner

• New Executive Team

A New Focus on Customer Service

• Digital (website) & Social Media

• Contact Centre

• Marketing, Education & Awareness

• Business Excellence and Red Tape Reduction

Customer Service: Digital (Website)

• www.qbcc.qld.gov.au

• Designed by contractors and consumers in focus groups

• Simple – 70% of content in 2 clicks, 100% in 3 clicks

• Any device, any time (desktop, smartphone, tablet)

• Contact Us ~ about anything

The New Site: Digital

Social Media – Were in That Space!

Customer Service: Contact Centre

• A new, simple number: 139 333

• 24hours a day, 7 days a week

• Call-back capability when busy

• The old IVR is gone – calls answered by a real person

• Self service counters all locations

A New Brand – More Visible and

Accountable • Office branding

A New Brand – More Visible and

Accountable

Vehicle

Branding

A New Brand – More Visible and

Accountable Corporate

Wardrobe

A New Brand – Publications, Flyers,

Banners

Customer Education and Awareness

Queensland Guide to

Standards and Tolerances

• Includes a summary of more

common Building Code and

Australian Standard

Requirements

• Will be updated each year in

conjunction with publication of

the Building Code

Customer Education and Awareness

Building Code of

Australia

• Will be available free on-

line in 2015

• Funded by the

Queensland government

and the QBCC for the

benefit of all

Queenslanders

New Home Owner Video Series

• Tom

Williams

• Liz Cantor

New Services Internal Review & Early Dispute Resolution

Internal Review and Early Dispute Resolution

(as at 9 October 2014)

Service Cases Received Cases Closed

Internal Review 79 60

Early Dispute

Resolution

227 196

Internal Review Service

Business Excellence – Red Tape Reduction

• Streamlining the Financial

Requirements for Licensing (3 year

renewals, no financial requirements at

renewals)

• Occupational plumbing licensing

undertaken by QBCC

• Pool safety inspector licensing

undertaken by QBCC

• Gas occupational licensing, including

payments, administered by QBCC

BPAY Payment Options

• Licensees, Certifiers and Adjudicators now have

the option of paying their licence renewal using

BPAY

• Required declarations and other information

associated with the renewal will still have to be

completed online or over the phone (licensees) or

on hard copy forms (certifiers and adjudicators)

Phasing Out of Manual Credit Card

Payments • From 1 December 2014 QBCC licensees will no longer be

able to manually write down credit card details on their

QBCC licence renewal notice

• This change is to improve the security of payment

information and reduce the risk associated with receiving

and processing manual credit card information

• Licensee’s will still be able to pay QBCC licence renewals

by credit card. The easiest way to pay is by visiting the

QBCC website www.qbcc.qld.gov.au or calling 139 333

anytime 24/7

• QBCC also accepts payment by BPAY, cheque or money

order or in person at any QBCC office

This Is Just The Beginning

Proposed further Customer Service

enhancements in 2014

•QBCC Mobile App (Consumers and

Contractors)

•Review of all QBCC processes ~

Customer Lens – remove

unnecessary bureaucracy and

complexity(signatures, disclaimers,

declarations)

•Smart Forms online

This Is Just The Beginning

• Internal office branding

• Proactive compliance activity

• BCIPA review

• Contractual reforms

This Is Just The Beginning

• Continuing

Professional

Development

• Certification

review

• Video (QBCC

& customer),

WebChat

MATES in Construction

It’s all about

‘MATES helping MATES’

MATES in Construction is an independent and confidential service for all construction workers and their family MATES in Construction is supported by employers, unions, industry associations and CSQ MATES in Construction is a charity established by the Building Employees Redundancy Trust (BERT).

About MATES

• The Queensland building and construction industry has very high suicide rates. • MATES in Construction exist for the sole purpose of improving mental health and wellbeing within the building and construction Industry •MATES in Construction was established following a report by the Australian Institute of Suicide Research and Prevention (AISRAP) into the industry. • MATES in Construction is about ‘MATES looking after MATES’

Why MATES?

Results so far

1. Over 43,000 QLD workers have participated in the program since it began in 2008

2. We have 3,359 CONNECTORS who are mates who can keep you safe while connecting you to help

3. 380 ASSIST workers who are suicide first aid workers

4. 2,257 workers received case management from MATES

5. So far this year -1,692 calls to our 24/7 help line

How can you be involved?

1. Suicide is a preventable problem, EVERYONE has a role to play

2. Attend our training – learn the signs and how to connect a worker to help

3. Invite us to your site, depot, company to talk about MATES

4. Come over to our stall and talk with us or visit our website; www.matesinconstruction.org.au

5. Support us through fundraising and donations to events such as CSQ Kokoda Trek

ABBTF Queensland

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Challenges

• Increase in work in some regions and

decrease

• Inconsistent work therefore lack of confidence

• Z Generation

• Poor quality candidates

• Students staying to Year 12

• Bricklaying is hard work

What are we doing

• Funding employers to take on apprentices

• Funding existing works to obtain Qualification

• Supporting Regional and Remote apprentices to access training

• Mentoring

NRL Partnership

Headspace Partnership

• Working with key stakeholders to deliver better outcomes

• Running Pre Trade Programs.

These are designed to sort out the serious from the not so serious

Run in areas or regions where industry is looking for apprentices

Designed to give the candidates a higher entry level skill

• Engage with industry

Site Visits

Apprentice mentoring and support

Industry events

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What You Can Do …

• Talk up the trade and career path

• Encourage bricklayers to take on apprentices

• See apprentices as an investment no a cost

• Value trades people

www.abbtf.com.au | www.becomeabricklayer.com.au

What’s over the horizon

CSQ Construction Industry Exchange

October-November 2014

Regulatory Reform Gathering Pace

In addition to the QBCC reforms of licensing, dispute

resolution, contracts and insurance, much work is

underway with:

Building Act

Planning Act

Plumbing Act

ConstructionQ

Workplace Health and Safety

Building Act Review

Building certification

Owner’s access to certificates

Disengagement of a certifier

Inspection stages

Queensland Development Code

Review of the Code

Build over sewer concessions being refined

More mandatory provisions

State-wide housing code

Plumbing Act

New Act in 2014

Removal of the need for plumbing

approvals

Licensing responsibilities to QBCC

Planning and Development

Aim of the new legislation is to encourage

development by

Having lower levels of assessment for most

development

More flexible planning schemes

More efficient dispute resolution

Harmonised Safety Laws

The major changes to the safety laws have

already been made with “harmonisation”

The more detailed regulations and guidance

material will continue to be rolled out:

SWA Model Code Preventing Falls in housing

construction;

Rewrite of 3rd and 4th Stage Codes of Practice

ConstructionQ Government – industry collaboration on a 20

year strategy for

Skills for the industry

Workplace relations

Adoption of technology

More efficient regulation

Housing for an ageing and more diverse

population

Long Term Prospects

For home building the outlook is good

Strong population growth will continue to drive

demand for new homes –

about 40,000 a year at current rates

As the established stock ages the demand for

renovations will escalate

Nearly 50% of the market now and growing

Fin