CASA POSITION DESCRIPTION

SECTION 1 – POSITION ATTRIBUTES

Title CASA Industry Complaints Commissioner

Classification Senior Management Group

Group Office of the CEO

Office of the Industry Complaints Commissioner

Location Canberra

Position Number 1823

Authorised by HR Feb 2007

SECTION 2 – OVERVIEW OF THE ROLE

Overview of the Office of the Industry Complaints Commissioner

The Industry Complaints Commissioner is available to any person, other than a CASA employee, who has a genuine complaint about a CASA action (including the behaviour of a CASA employee) which they have been unable to resolve through normal channels.

The ‘Service Charter’ sets out the role of the Office of the Industry Complaints Commissioner. Copy attached.

The services of the Office of the CASA Industry Complaints Commissioner is provided free of charge.

A significant step forward!

The Role in Context

The Industry Complaints Commissioner's role is:

• To be the central co-coordinating point for all complaints, and to ensure that they are examined and responded to expeditiously by the most appropriate area.

• To offer people in the aviation industry and the public an independent, easily accessible, timely, open and effective means of having CASA's actions reviewed and to make recommendations on the findings.

• Where necessary or appropriate recommend to the Chief Executive Officer corrections to CASA’s processes and procedures to prevent recurrence of problems of the kind that gave rise to one or more complaints.

Now we’re getting somewhere. Anybody want a list of names?

The Industry Complaints commissioner does not replace other existing avenues of appeal against CASA decisions such as the Administrative Appeals Tribunal or the Commonwealth Ombudsman.

How about the Privy Council?

SECTION 3 – OPERATING ARRANGEMENTS FOR THE ROLE

This position is based in Canberra but will require both domestic and international travel.

Possibly including one way travel

SECTION 4 – POSITION ACCOUNTABILITIES

1. Act as the central point of coordination in CASA for all classes of complaint

2. Assess each complaint for compliance with the Service Charter.

How about the Civil Aviation Act and Regulations, and the Compliance and Enforcement Manual (which in many aspects doesn’t comply with the service charter, or the Act & Regulations

3. Investigate complaints from external parties relating to decisions made by CASA, and other complaints associated with aviation safety.

An example of “other complaints associated with aviation safety ?”

4. Endeavour to resolve complaints in an impartial, timely and effective way to achieve fair outcomes.

Ok, got that, we resolve them, right? Single-handed, right?

5. Respond to complaints and make recommendations stemming from the findings of an investigation.

Hang on, we don’t resolve them at all, we tell the boss about them, right? Delegating upwards?

6. Conduct the Office as per the requirements of Standards Australia AS 4269 – 1995 Complaints handling.

A study of some recent case histories might provide useful guidelines.

7. Ensure the Office operates independently, impartially and with the highest integrity.

One wonders what interaction there might be with the Office of Legal Services

8. Promote workplace safety, equity and diversity and participative management and environmental management practices in the workplace and act in accordance with CASA values and Behaviours.

Which are detailed where?

SECTION 5 – SELECTION CRITERIA

5.1 Qualifications And/Or Experience

Mandatory

• Demonstrates a sound understanding of the aviation legislative and regulatory environment. That should knock a few off the queue.

• Demonstrated experience in managing diverse stakeholder groups.

Anybody got a glossary of HF terms handy?

Desirable

• Extensive experience of the contemporary aviation industry environment

5.2 Shapes Strategic Thinking

• Inspires a sense of purpose and direction

Inspires in whom? The office’s sole staff member, presumably a PA?

• Focuses strategically

Does this have anything to do with laser eye surgery? Need that glossary of HF terms again.

• Harnesses information and opportunities

All the harness except the blinkers, OK?

• Shows judgement, intelligence and common-sense

5.3 Achieves Results

• Builds organisational capability and responsiveness

Within a branch comprising two employees

• Steers and implements change and deals with uncertainty

With what authority? We’re reporting to the CEO here.

• Ensures closure and delivers on intended results

Need that glossary of HF terms again.

• Drives projects to successful completion

?????

5.4 Cultivates Productive Working Relationships

• Nurtures internal and external relationships

I thought they stamped that out a couple of years ago

• Facilitates cooperation and partnerships

Need to see an example of that.

• Values individual difference and diversity

Including dissent with decisions?

5.5 Exemplifies Personal Drive and Integrity

• Demonstrates professionalism and sense of probity

Mmmmm – the queue’s getting shorter

• Engages with risk and shows personal courage

Ducks flying bricks and fights back with NCNs

• Commits to action

Okay, just fill in this form and we’ll get backtya soon.

• Displays resilience

Bricks bounce off

• Demonstrates self-awareness and commitment to personal development

Looks in the mirror, jogs regularly, and shadow boxes with punch bag.

5.6 Communicates with Influence

• Communicates clearly, orally and in writing

All three? Or a choice of one?

• Listens, understands and adapts to audience

Ducks under desk

• Negotiates persuasively

Drop that brick! NOW!!!