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Excessive Processing delays for new callsigns and exam results.
Date :
10 /
11 /
2020
Author :
WIA
Excessive Processing delays for new callsigns and exam results.
Problem Statement:
The WIA has been contacted by many radio amateurs, aspirant radio amateurs and assessors very concerned over current excessive delays being consistently experienced for “deed” processing services. That is new callsign allocations and exam processing.
Recurring delays close to 90 days (or higher) have been consistently reported to the WIA. These members have also expressed frustration with the lack of transparency in terms of getting “time-to-complete” or “processing milestone status” updates. The complainants have also asked what options are available to them in respect to i) resolving their specific issue; and ii) rectifying an obviously broken process.
<b<Background:
These services were outsourced by the statutory communications authority to the current exam provider with a 15 (business) days service levels.
During the early stages of the Covid-19 pandemic during lockdowns in Tasmania, the statutory communications authority provided the current exam provider contract relief by temporarily extending the “deed” service level to 45 days.
Current Status:
The Service Level relief has not yet been rescinded, despite Tasmania not being subject to lockdowns in recent months. Excessive delays are still the subject of many complaints as of late October 2020. From advice received from those who have complained direct to the statutory communications authority, ACMA has stated that the “delays are due to circumstances beyond the current exam providers direct control”. No detail as to why constraints would still apply.
Recommendation:
The WIA advises customers of the current exam provider, AMC Radio Amateur services, who are impacted by excessive delays to send a formal complaint to the exam provider if their request has exceeded the current 45 day service level applicable to these services.
The subject line should include the words “Formal Complaint re: ” and the name of service that has been impacted and the date that service was originally requested.
Optionally you may choose to copy (CC) the ACMA as the current exam provider is required by the “deed” to report unresolved complaints to the statutory authority on a regular basis. Email addresses are on AMC’s and ACMA’s respective websites.
Please do not copy all and sundry in your email – keep it focussed on the parties responsible. Should you receive an unsatisfactory reply, we would welcome that you email us at nationaloffice@wia.org.au.
Next Steps:
The WIA will be liaising with both the AMC and ACMA in the near term to understand the current processing constraints and discuss potential options to resolve.
Page Last Updated: Sunday, 22 Nov 2020 at 18:23 hours by Peter Clee
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