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Annual Report 2005-06: Complaints and compliments

Complaints and compliments

CASA Hotline

The CASA Hotline gives the aviation industry and the general public ready access to CASA to report aviation safety issues, on a confidential basis if they wish. The hotline is a valuable resource assisting CASA to monitor aviation safety.

During the reporting period, 50 complaints were received on the hotline. Most calls related to problems the complainants observed during flights, including doors opening, smoke in cabins, poor-quality air safety briefings and possible breaches of regulations. Other concerns related to low-flying aircraft and helicopter operations.


CASA registered a total of 351 identifiable complaints (excluding hotline calls) during 2005–06. Slightly less than half referred to CASA operations; the remainder involved the aviation industry. Low flying was the aspect of aviation operations most frequently complained about. The most recurrent complaints about CASA related to Aviation Security Identification Cards and CASA fees, particularly for medical examinations.


During 2005–06, we received 48 identifiable compliments for our services from organisations and individuals.

Corporate communications

CASA gives high priority to providing accurate and timely information to the aviation industry, the travelling public and the media. We use our website, direct mail, email, media briefings, advertising and face-to-face presentations to communicate information.

Our website is an important communications tool; there were an average of 180,000 visitors to the site each month in 2005–06. A survey of general aviation operators in 2005–06 showed that 93% had visited the CASA website. By the end of the financial year, more than 8,000 people had subscribed to CASA’s email lists to receive information on issues ranging from airworthiness directives to changes in legislation and regulations.

Media coverage of CASA during the financial year was steady; monitoring identified 1,230 stories that directly involved CASA. Of those stories, 43% were in newspapers (including 3% in The Australian newspaper’s aviation supplement), 50% were on radio, and 7% were on television (see Figure 17). CASA had an active voice as a spokesperson in 95% of these stories. The tone of stories was recorded as positive (3%), neutral (85%) or negative (12%).

Figure 17 – Media coverage by type, 2005–06

Media coverage 2005-2006: radio 50%, television 7%, aviation supplement 3%, newspapers 40%

Internal communication was a focus for CASA during the year as the CEO’s reforms continued. The CEO and Chief Operating Officer made seven landmark statements to staff on internal reforms, supported by an intensive program of visits to all CASA offices by senior managers to reinforce the reform messages. We continued research into staff attitudes and information needs to inform and improve communications about the reforms.

A national survey of public attitudes to aviation safety in late 2005 found that 74% of Australians were completely confident or very confident about the safety of air travel between capital cities. In addition, 62% of people were highly confident about the safety of flying in regional Australia. Only 6% of people were concerned about arriving safely at their destination when flying between capitals. A total of 53% of people said that flying in Australia is safer than flying in similar nations, such as the United States and Canada.

CASA is seen by 53% of Australians as doing a good or great job. Only 5% of people believe CASA is doing a bad job.