Key Performance Indicators
The measures the Commission uses to monitor its performance.
The Commission’s Key Performance Indicators (KPIs), effective from 1 July 2022, are a range of measures we will use to quantify and monitor our performance as a Commission and track how we are meeting our statutory objectives, set out at s 3 of the Personal Injury Commission Act 2020.
They also provide Commission users with indicative information about the timeframes, quality and efficiency they can expect when engaging with Commission services.
The KPIs measure performance across several categories:
Workflow
These KPIs measure how the Commission is keeping pace with the volume of disputes lodged, measured by finalisations being greater than or equal to lodgments.
Workflow: The Personal Injury Commission is able to keep pace with the volume of disputes that are lodged | |||
|---|---|---|---|
Ref | Division | KPI Measure | Target |
1 | PIC | Personal Injury Commission "Clearance Rate" - Finalisations are greater than or equal to lodgements | >100% |
2 | MA | Motor Accidents Division "Clearance Rate" - Finalisations are greater than or equal to lodgements | >100% |
3 | WC | Workers Compensation Division "Clearance Rate" - Finalisations are greater than or equal to lodgements | >100% |
Lifecycles
These KPIs measure how long the Commission’s most common dispute types in its Motor Accidents and Workers Compensation Divisions should take from lodgment to resolution.
Lifecycles: The Personal Injury Commission resolves disputes quickly | |||
|---|---|---|---|
Ref | Division | KPI Measure | Target |
4 | MA | The average lifecycle for Motor Accidents medical disputes is less than 120 days | 120 days |
5 | MA | The average lifecycle for Motor Accidents damages disputes is less than 120 days* | 120 days |
6 | WC | The average lifecycle of Workers Compensation Form 2 (application to resolve a dispute) is less than 120 days | 120 days |
7 | MA | % of MA medical disputes - resolved in 3 months | 45% |
8 | MA | % of MA medical disputes - resolved in 6 months (cumulative) | 85% |
9 | MA | % of MA medical disputes - resolved in 9 months (cumulative) | 97% |
10 | MA | % of MA medical disputes - resolved in 12 months (cumulative) | 99% |
11 | MA | % of MA damages disputes - resolved in 3 months* | 45% |
12 | MA | % of MA damages disputes - resolved in 6 months (cumulative)* | 85% |
13 | MA | % of MA damages disputes - resolved in 9 months (cumulative)* | 97% |
14 | MA | % of MA damages disputes - resolved in 12 months (cumulative)* | 99% |
15 | WC | % of Form 2 without an appeal - resolved in 3 months | 45% |
16 | WC | % of Form 2 without an appeal - resolved in 6 months (cumulative) | 85% |
17 | WC | % of Form 2 without an appeal - resolved in 9 months (cumulative) | 97% |
18 | WC | % of Form 2 without an appeal - resolved in 12 months (cumulative) | 99% |
*Excludes disputes that have been stood over | |||
Quality
These KPIs measure the quality of and confidence in the Commission’s decision making, measured in terms of the appeal and revocation rate of decisions internally and externally, including decisions challenged in the NSW Supreme Court, and Presidential Member decisions challenged in the NSW Court of Appeal.
Quality: Decisions of the Personal Injury Commission are robust and of a high quality | |||
|---|---|---|---|
Ref | Division | KPI Measure | Target |
19 | MA | The "Appeal Rate" (the % of medical decisions with a review application lodged) is less than | 20% |
20 | WC | The "Appeal rate" (% of appealable Member decisions with an appeal) is less than | 20% |
21 | WC | The "Appeal rate" (% of appealable Medical certificates with an appeal) is less than | 20% |
22 | MA | The "Revocation Rate" (the % of medical decisions revoked on review is less than | 10% |
23 | WC | The "Revocation rate" (% of appealable Member decisions revoked on appeal) is less than | 10% |
24 | WC | The "Revocation rate" (% of appealable Medical certificates revoked on appeal) is less than | 10% |
25 | PIC | The "Appeal Rate" of decisions to a higher Court is less than | 10% |
26 | PIC | The % of decisions set aside by a higher court is less than | 5% |
Outcomes
These KPIs measure the Commission’s success in encouraging early dispute resolution, measured by the percentage of disputes successfully settled without proceeding to formal determination.
Outcomes: The Personal Injury Commission encourages early dispute resolution | |||
|---|---|---|---|
Ref | Division | KPI Measure | Target |
27 | WC | The % of Form 11C (application for mediation) proceeding to mediation that are settled by the Commission is more than | 70% |
28 | WC | The % of Form 2/2D (application to resolve a dispute) that are settled by the Commission is more than | 35% |
29 | MA | The % of Damages Assessment disputes that are settled by the Commission is more than | 60% |
User Expectation
These KPIs measure the timeframes in which the Commission meets key steps in the dispute resolution process. They aim to ensure consistency in dispute management across both Divisions, with consistent listing times, medical assessment scheduling, and the issuing of Member and Medical Assessor Decisions.
User Expectation: Users of the Personal Injury Commission's services know how their disputes will proceed | |||
|---|---|---|---|
Ref | Division | KPI Measure | Target |
30 | WC | The % of Form 2/2D (application to resolve a dispute) with a listing with a Member within 28 days of registration is more than | 90% |
31 | MA | The % of Damages Assessment disputes with a listing with a Member within 28 days of registration is more than | 90% |
32 | WC | The % of Medical Assessments that are scheduled within 35 days of registration | 90% |
33 | MA | The % of Medical Assessments that are scheduled within 35 days of registration | 90% |
34 | WC | The % of Medical Assessor decisions issued within 14 days is more than | 90% |
35 | MA | The % of Medical Assessor decisions issued within 14 days is more than | 90% |
36 | WC | The % of Member decisions issued within 21 days is more than | 90% |
37 | MA | The % of Member decisions issued within 21 days is more than | 90% |