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Actions against Industry

CASA are routinely taking action against the Aviation Industry including Show Cause Notices and Groundings.

These must be justified and not, as industry intelligence says ” …………..based on a whim of the FOI or AWI………”

Read this and decide whether CASA lives up to this Charter.

The February Senate Inquiry questioning of ceo McCormick had the ceo saying that “…….I am not responsible for the previous ceo’s and the organisation’s direction…………”

Well what is going on here????????????????????

The CASA website [12th march 2013] says that the aim of CASA is:

http://www.casa.gov.au/scripts/nc.dll?WCMS:STANDARD::pc=PC_92920

Foreword by the former CEO

I am pleased to present CASA’s revised Service Charter, which re-affirms our commitment to high standards of service in all aspects of our business and invites feedback from those who use our services.

We are well aware that our actions and decisions can affect people’s lives and businesses, and we accept our responsibility to give service on a professional basis, and with courtesy and consideration. An important feature of the revised Charter is an improved complaints handling process.

Of course, CASA is a regulator as well as a service provider and our business is safety. For CASA, good service is important but it cannot mean ‘the client is always right’. We cannot always give people the answers they would like to hear or enable them to do the things they would like to do. And our priorities will not always be the same as those of the people we are dealing with. But our approach will be ‘why not’ rather than ‘why’.

Our aim is to be a good regulator. What that means was well set out in the Minister’s 2003 Charter Letter to CASA: ‘A good regulator will communicate and consult extensively with stakeholders. Its decisions will be consistent and predictable, based on transparent processes.

A good regulator will demonstrate fairnessgood judgement, and be flexible and responsive to the changing environment in which the aviation industry operates. It will be effectiveefficient and timely in its operations and it will be accountable for its actions. In the provision of regulatory services CASA must provide a high level of client service and treat clients with consideration and courtesy. Finally, it will be independent, enforcing civil aviation regulations, as it deems appropriate, while bearing in mind these expected standards of behaviour.’

This Service Charter is one way in which we can be directly accountable to all our stakeholders. It sets a benchmark against which expectations and experiences of CASA’s service can be measured.

We will use the feedback we receive and our own regular monitoring of performance to help ensure our service standards meet the requirements of a good regulator.

Bruce Byron Chief Executive Officer

And the Charter says:

About this charter

The purpose of this Charter is to describe to the public and the aviation community, the service experience that can be expected in dealing with the Civil Aviation Safety Authority (CASA) and its staff.

We have a responsibility to inform people about their rights and responsibilities, including the right to expect high standards of service and behaviour from CASA officers.

We believe that people who are better informed and have a clearer understanding of legislative requirements are better able to comply with the rules and regulations in the maintenance of air safety. This in turn will enhance aviation safety levels in Australia.

The CASA Service Charter sets out our feedback process, so that you can let us know how well we are implementing our Service levels and how we can improve our service to you.

The Charter also sets out our Complaints Handling procedure so that you can let us know if you are dissatisfied with the standards of service you have received or are unhappy with a decision made by CASA staff. We believe that it is in everybody’s interests to resolve complaints efficiently and effectively.

Reports on our performance against this Service Charter will be included in our Annual Report.

This Charter forms part of CASA’s strategic planning and reporting system, which is based on the Corporate Plan. It has been developed in accordance with the Whole of Government approach detailed in the Department of Finance and Administration publication ‘Client Service Charter Principles’. It has been prepared in consultation with staff, other relevant agencies and a broad cross section of the aviation community.

We will seek stakeholders’ views on the Charter’s effectiveness on a regular basis and use this information to improve our services.