Survey supports ongoing improvement

Media release
ACT, NSW, NT, Qld, SA, Tas, Vic, WA,

The Civil Aviation Safety Authority has made a commitment to continue to improve following the findings of its latest stakeholder survey.

Pete Ball, aviation safety advisor chats to pilot Harrison Fox


The survey found a small increase in stakeholder satisfaction, with a rating of 6.3 in the latest survey. The rating in 2018 was 6.2.

The results showed 54% of respondents were satisfied or very satisfied with CASA’s performance. While 17% were dissatisfied or very dissatisfied.

CASA’s acting CEO and Director of Aviation Safety, Graeme Crawford, said the survey results highlighted the important work already underway to improve CASA’s performance.

“While it is pleasing to see the ratings have remained largely steady, the results show to gain more support from the aviation community we have to improve across the board,” Mr Crawford said.

“The good news is that we have a program of work happening right now that is delivering positive change.

“There are initiatives underway to improve consistent information and decision making through the new centralised regulatory guidance service. Other initiatives include the expansion of online services in myCASA to enhance service delivery and the roll out of plain English guides to make it easier to understand and comply with regulations.

“We are also continuing to work with our staff to make sure they have all the relevant training and skills to regulate, educate and serve.”

“Our focus is on creating better systems and processes that deliver the results needed by the aviation community.”

The survey’s rating given to ease of compliance with regulations improved since 2018, rising to 6.3 from 5.9. The rating for confidence in complying with safety regulations remained at 7.4. Satisfaction with the development of regulations also remained steady, at a 5.5 rating.

Other areas to remain steady were satisfaction with consistency of decision making and the likelihood to make a voluntary safety report. Satisfaction with service delivery dropped from a 2018 rating of 6.2 to 6.0.

The survey was open during November and December 2020 using a random stratified sample of CASA stakeholders, with 755 people taking part.

Find out more about the 2020 stakeholder satisfaction survey.

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