Performance

IP Australia’s timeliness, quality, satisfaction and availability commitments are met

The timeliness, quality, satisfaction and availability commitments are measured by:

• the timeliness of IP rights products and services
• customer satisfaction with the administration of the IP system
• customer satisfaction with the quality of our products and services
• the availability of online services portal for customers.

Why this matters:
Our customers are at the core of everything we do. These are the timeliness, quality, satisfaction and availability metrics that matter to customers. This performance measure tracks the service we are providing to customers and ensures that we are meeting their expectations.

Targets:
Meet the key organisational performance metrics for timeliness, quality, satisfaction and availability from 2023-24 to 2027-28.

All key metrics must be met for the performance measure to be met.

Methodology:
The timeliness of IP rights will be measured through the proportion of IP right reports in patents, trade marks, designs, and plant breeder’s rights that meet the relevant timeframes as set out below.

Patents

We will issue:

• 85% of international search reports (for one invention) in 10 weeks
• 95% of international search reports (for all search requests) in 12 weeks
• 85% of international-type search reports (for one invention where the original request is compliant) in 6 weeks
• 95% of international-type search reports (for all search requests from receiving a compliant request) in 8 weeks.

Designs

We will issue:

• 85% of formalities reports on registration requests in 8 weeks¹
• 95% of formalities reports on registration requests in 9 weeks¹
• 85% of first reports from examination requests in 13 weeks
• 95% of first reports from examination requests in 16 weeks.

Trade Marks

We will issue:

• 85% of first reports on new applications in 13 weeks
• 95% of first reports on new applications in 18 weeks
• 95% of Headstart Part 1 assessments in 5 days
• 97% of Headstart Part 1 assessments in 7 days.

Plant Breeder's Rights

We will issue:

• 85% of initial examination reports in 8 weeks
• 85% of further examination reports in 4 weeks.

The overall timeliness of IP rights will be met if 85% or greater of all timeliness measures are achieved (12 out of 14 timeliness measures).

Customer satisfaction with the quality of our products and services: will be measured through customer research undertaken by IP Australia.

• Greater than 80% of customers are satisfied with the quality of our products and services.

Customer satisfaction with the administration of the IP System: will be measured through customer research undertaken by IP Australia.

• Greater than 80% of customers are satisfied overall with IP Australia.
• Greater than 85% of customers are satisfied with IP Australia’s administration of the IP system.

The availability of online services portal for customers: will be measured on actual system uptime (including planned maintenance periods) of the IP Australia Online Services portal = Greater than 98% online services portal availability for customers.

PBS links: Outcome 1, Program 1 — IP Rights Administration and Professional Registration.

Regulator performance principles:

Principle 1: Continuous improvement and building trust

Principle 2: Risk based and data driven

Principle 3: Collaboration and engagement

Data sources: Timeliness data is sourced from IP rights production databases. Customer satisfaction data is sourced from customer research conducted by IP Australia.

Performance Measure Type: Composite measure including measures of efficiency

Key Activity: IP Rights Administration and Professional Registration

_{¹ To best reflect the type of work that is being conducted for our customers the wording of this measure has been updated for 2023-24}

Process trans-Tasman attorney registration applications within 15 working days from the date that the application complies with registration requirements.

Why this matters:

Our regulation of the Trans-Tasman IP attorney regime is fully cost-recovered and we must ensure that we are administering the registration system as efficiently and effectively as possible.

Targets:

100% of applications are processed within the required timeframe from 2023-24 to 2027-28.

Methodology:

Data is recorded daily and reported in Q2 and Q4.

Data is available the day after each quarter’s completion.

PBS links: Outcome 1, Program 1 — IP Rights Administration and Professional Registration.

Regulator performance principles:

Principle 1: Continuous improvement and building trust

Principle 2: Risk based and data driven

Data sources: The Trans-Tasman Intellectual Property Attorneys Board database.

Performance Measure Type: Measure of efficiency

Key Activity: IP Rights Administration and Professional Registration

Improved awareness of the IP rights system

Improved awareness of the IP rights system from 2023-24 to 2027-28 measured by:

• effective delivery of public education and awareness programs, which promote the importance of IP and provide Australians with the tools they require to make informed decisions
• an increase in the level of customer’s knowledge of Australia’s IP system.

Why this matters:

We play an important role in raising awareness of the economic potential of IP. We must ensure our public education and awareness activities are effective so that they support Australian businesses to make informed decisions on their IP.

Targets:

1. Meet the key performance metrics for public education and awareness programs.

• Reach: increased volume of partners and multipliers.
• Engagement: increased number of participants engaging with online material (website, newsletter, and social media).
• Satisfaction: 80%+ of participants are satisfied with the education and awareness activity delivered.

2. An increase to the percentage of customers who respond that their level of knowledge of the IP system is either adequate or extensive from the 2022-23 result.

• Knowledge: 80%+ of participants identify an increased understanding and awareness of the IP system.

Methodology:

Reach: increased volume of partners and multipliers will be measured by gathering several data points and identifying an upward trend.

Engagement: increased number of participants engaging with online material (website, newsletter, and social media) will be measured by gathering several data points and identifying an upward trend.

Knowledge: increased customer knowledge of the IP system will be measured by research with 80%+ of respondents identifying an increased knowledge of the IP system.

Satisfaction: will be measured by determining the number of survey participants who report being either satisfied, or highly satisfied with the education or awareness activity delivered.

All targets are to be met for the performance measure to be met overall.

PBS links: Outcome 1, Program 2 — Education and awareness

Regulator performance principles:

Principle 1: Continuous improvement and building trust

Data sources: Customer research undertaken by IP Australia, including customer surveys

Performance Measure Type: Composite measure including measures of effectiveness

Key Activity: Education and Awareness