Online: ISSN: 1837-1469
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© Motor Accident Insurance Commission 2021
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Attribution: Content from this annual report should be attributed as: The Motor Accident Insurance Commission Annual Report 2020-21.
30 August 2021
The Honourable Cameron Dick MP
Treasurer, Minister for Infrastructure and Planning
GPO Box 611
BRISBANE QLD 4001
I am pleased to submit for presentation to the Parliament the Annual Report 2020-21 and financial statements for the Motor Accident Insurance Commission and the Nominal Defendant.
I certify that this Annual Report complies with:
- the prescribed requirements of the Financial Accountability Act 2009, the Financial and Performance Management Standard 2019, the Motor Accident Insurance Act 1994 and the National Injury Insurance Scheme (Queensland) Act 2016, and
- the detailed requirements set out in the Annual report requirements for Queensland Government agencies.
A checklist outlining the annual reporting requirements can be accessed online.
Queensland Compulsory Third Party insurance scheme
Queensland’s Compulsory Third Party (CTP) insurance scheme is governed by the Motor Accident Insurance Act 1994 (MAI Act).
The scheme protects motor vehicle owners, drivers and passengers from being held financially responsible if they injure someone in a motor vehicle accident. It also enables people who are injured to claim fair and timely compensation for their injuries and access prompt and reasonable medical treatment and rehabilitation.
Motor vehicle owners pay their CTP insurance premium when they pay their vehicle registration through the Department of Transport and Main Roads (DTMR). DTMR remits the applicable premium to the licensed CTP insurer nominated by the motor vehicle owner. This minimises administration costs, is convenient for motorists and reduces the incidence of uninsured vehicles.
Motor Accident Insurance Commission
The Motor Accident Insurance Commission (MAIC) regulates Queensland’s CTP insurance scheme.
This involves a number of important functions:
- licensing and supervising CTP insurers and monitoring their compliance
- establishing and revising standards about the proper management of claims
- keeping the statutory insurance scheme under review and making recommendations for its amendment
- developing and maintaining a claims register and statistical database for the purpose of providing management information
- fixing the range within which each insurer must file their premium and recommending to government the levies payable
- contributing funds towards research and education to reduce the number of motor vehicle crashes and facilitate rehabilitation of injured people
- maintaining a helpline service for motor vehicle owners and injured people
- administering the Nominal Defendant.
The Nominal Defendant (ND) acts as a licensed insurer in the CTP insurance scheme for claims that involve motor vehicles that are unidentified or uninsured. It also meets the claims costs associated with licensed insurers that become insolvent.
Queensland’s CTP insurance scheme is complemented by the National Injury Insurance Scheme, Queensland (NIISQ) which was established on 1 July 2016. NIISQ provides necessary and reasonable lifetime treatment, care and support to people who sustain eligible serious personal injuries in motor vehicle accidents on Queensland roads, regardless of who was at fault. MAIC also has a legislative function pursuant to Chapter 5 of the National Injury Insurance Scheme (Queensland) Act 2016 (NIISQ Act) to monitor the efficiency and effectiveness of the National Injury Insurance Agency, Queensland (NIISQ Agency) which administers NIISQ.
On 2 June 2021, the Queensland Future Fund (Titles Registry) Act 2021 made changes to the governance arrangements of the NIISQ Agency, resulting in removal of the board and the appointment of the Insurance Commissioner as the new chief executive officer responsible for management of the NIISQ Agency. In line with statutory requirements of the NIISQ Act, the NIISQ Agency is required to produce its own annual report, which can be viewed at niis.qld.gov.au.
MAIC has been located in Brisbane since it commenced operations on 1 September 1994 as a statutory body reporting to the Treasurer and is located at 1 William Street. MAIC and the Nominal Defendant are positioned within the Economics and Fiscal division of Queensland Treasury.
We aspire to ensure Queensland benefits from the best CTP insurance scheme in Australia by delivering:
- financial protection for motorists
- recovery for claimants
- opportunity for service providers
- economic growth and skills building in the community.
Our role is to:
- regulate and improve Queensland’s CTP insurance scheme
- monitor and make recommendations on the NIISQ
- manage the Motor Accident Insurance and Nominal Defendant funds for the benefit of the Queensland community.
We aim to:
- deliver a financially sound CTP insurance scheme
- strengthen insurer supervision and compliance
- develop and promote best practice claims management
- embed insights-enabled decision making that delivers value to motorists, claimants and the CTP insurance market
- create a positive, engaged community of internal and external stakeholders.
To support the Queensland Government’s objectives for the community, built around the Unite and Recover – Queensland’s Economic Recovery Plan, we also:
- back our frontline services in key areas such as health, education and community services through reasonable funding of road trauma related public services
- invest in skills by ensuring Queenslanders have the skills they need to find meaningful jobs through investing in driver licensing initiatives and back to work programs.
We are exploring emerging technology resulting in:
- a reduction in road trauma
- simplified motorist processes
- simplified and digitally enabled claimant processes
- increased collaboration with stakeholders resulting in broader data sets and improved data analytics improved reporting capabilities leading to better monitoring, insights and decision making.
Our key risks
We focus on mitigating key risks:
- failure to identify and respond to unethical practices resulting in premium increases and poor claimant experiences
- failure to identify and respond to issues of non- compliance, damaging the integrity of the scheme
- scheme failure to respond to environmental or external shocks.
Our success measures
We measure our success with:
- strong scheme performance and claimant benefits balanced against affordable premiums
- motorist and claimant awareness and satisfaction
- effective MAIC and ND operations and sound financial management
- a robust insurer supervision regime
- a capable and well-respected team.
Despite another challenging year due to the ongoing effects of the COVID-19 pandemic, I am proud to report the Queensland CTP insurance scheme continued to meet its core objective – providing affordable indemnity protection for motorists and delivering fair compensation and timely rehabilitation support for people injured on our roads.
It is notable that this year saw the finalisation of the last FAI Insurance CTP claim – twenty-one years after HIH Insurance (and its subsidiary FAI Insurance) went into liquidation in 2000. At that time, 4,000 claimants were reassured knowing the Nominal Defendant had stepped in to ensure they were fairly compensated for their injuries. My thanks to the Nominal Defendant team for their sustained focus on managing these claims through to resolution.
A personal highlight for me was the cultural awareness presentation by Avelina Tarrago, a proud Wangkamadla woman from central-west Queensland and President of the Indigenous Lawyers Association Queensland. Avelina delivered an insightful session to MAIC and CTP insurer representatives, focusing on culturally appropriate claims management relating to First Peoples engagement with the CTP insurance scheme. All attendees spoke positively about Avelina’s engaging presentation style and informative material. We are building on this through a range of initiatives to ensure the CTP scheme is safe, respectful and accessible to all people injured in motor vehicle crashes.
This year saw our strong focus on further embedding the car crash scammer (‘claim farming’) reforms that commenced in December 2019. It is pleasing to record a significant drop in the number of people reporting they were harassed by a claim farmer or car crash scammer. We are aware some activity persists, and we are committed to eradicating this insidious practice. My thanks to our licensed insurers for their diligence and the Queensland Law Society and Australian Lawyers Alliance for their continued promotion of messages to the legal profession in support of the reforms.
We continue to work on enhancing access to information about the scheme, with improvements to the MAIC website to make it easier to access and use, and through distributing quarterly scheme insights and newsletters to share important information about the scheme which are also made available online at maic.qld.gov.au
For the year ahead, our priorities include:
- enhancing the digital claims process
- improving scheme accessibility and road safety for First Peoples
- harmonising CTP premiums for personalised transport vehicles
- investing in research and initiatives to reduce the incidence and effects of road trauma enhancing CTP-NIISQ collaboration.
I thank the MAIC and Nominal Defendant teams for their sustained commitment and support throughout the year in ensuring Queensland road users continue to benefit from the best CTP insurance scheme in Australia.
|Objective||1. Deliver a financially sound, contemporary CTP insurance scheme|
Maintain an affordable and efficient scheme for Queenslanders
Highest filed CTP premium for Class 1 vehicles (cars and station wagons) as a percentage of average weekly earnings
See Note 1
Premium bands and levies set within legislative timeframes
Premium bands set at a level to ensure scheme viability
|Objective||2. Strengthen insurer supervision and compliance|
Embed a dynamic insurer supervision regime
An agile supervision regime embedded
Insurer compliance monitoring tools implemented
|Objective||3. Develop and promote best practice claims management|
Focus on the prevention of unethical practices, including car crash scamming and fraud
Evaluate and report on the effectiveness of 2019 car crash scammer/claim farming reforms
Improved oversight of claims management activity in the scheme
Encourage best practice claims management through the implementation of claims management standards
Percentage of Nominal Defendant managed claims finalised compared to the number outstanding at the start of the financial year
See Note 2
Percentage of Nominal Defendant claims settled within two years of compliance date
See Note 3
Percentage of Nominal Defendant claims with general damages paid within 60 days of the settlement date
See Note 4
Revised claims manual finalised
|Objective||4. Embed insights enabled decision making that delivers value to motorists, claimants and the CTP insurance market|
Continue to improve data analytics capability and use it to make informed decisions
Evidence-based data shared through publication of quarterly and annual CTP Scheme Insights reports
Improve stakeholder knowledge and timeliness in decision making by optimising existing PowerBI reports which meet their needs
Publish and monitor an online question and answer system
|Objective||5. Create a positive workplace environment where our people thrive|
Ensure our people have the tools and skills required to fulfil their roles competently
Percentage of staff who identified that training they completed improved their performance
Percentage of staff who were able to access relevant learning and development opportunities
Focus on quality, innovation and improvement
Promote flexible work practices, support arrangements and other practices that help staff through emerging and emergency situations
Actively promote and recognise staff behaviours which model MAIC values
- The average Affordability Level for the 2020-21 financial year is 21.4%. The Affordability Level as at 30 June 2021 is 21.3%.
- Favourable variance is due to higher than anticipated number of claims being finalised.
- Claims can take two to three years to settle; consequently, it is difficult to estimate the number of claims that will be finalised in any given period.
- The CTP insurance industry, including the Nominal Defendant, is currently experiencing lengthy delays in the receipt of Clearances. A settlement payment cannot be made prior to the receipt of a Clearance. It is widely accepted that these delays are due to the impact of COVID-19.
Queensland’s CTP insurance premium contains levies and an administration fee to help cover the costs involved in delivering different components of the CTP insurance scheme. These levies and administration fee are calculated annually and include:
- the statutory insurance scheme levy
- the Nominal Defendant levy
- the hospital and emergency services levy
- the National Injury Insurance Scheme, Queensland levy
- an administration fee.
In setting these levies, advice is sought from the receiving agencies, and the State Actuary’s Office. For most Queensland motorists, the 2020-21 levies and administration fee were in total 60 cents lower than in 2019-20.
Statutory insurance scheme levy
The statutory insurance scheme levy covers the estimated operating costs of administering the Motor Accident Insurance Act 1994 (MAI Act) and also provides funding for research into accident prevention and injury mitigation. From 1 July 2020, the levy remained unchanged at $1.50 per policy and the levy collected $6.9 million in 2020-21.
Nominal Defendant levy
The Nominal Defendant levy varies by vehicle class and covers the estimated costs of the Nominal Defendant scheme which provides funds to pay for claims relating to uninsured or unidentified vehicles. The levy is set having regard to an actuarial assessment of claim trends. From 1 July 2020, the levy for Class 1 vehicles was $8 with $35.9 million collected in 2020-21.
Hospital and emergency services levy
The hospital and emergency services levy covers a reasonable proportion of the estimated cost of providing public hospital and public emergency services to people who are injured in motor vehicle crashes, who use such services and who are claimants or potential claimants under the CTP insurance scheme. The levy amount calculated varies by vehicle class. From 1 July 2020, the hospital and emergency services levy was $18.15 for a Class 1 vehicle. Proceeds from this levy are then apportioned to Queensland Health, Queensland Fire and Emergency Services (QFES), Queensland Police Service (QPS) and the Public Safety Business Agency (PSBA). Collecting the levy in this way removes the need for hospitals and emergency services to issue invoices to CTP insurers for each treatment provided to victims of road crashes. This saves significant administration burden for service providers and licensed CTP insurers. In the year 2020-21, $81.5 million was collected.
National Injury Insurance Scheme, Queensland levy
The National Injury Insurance Scheme Queensland levy (NIISQ levy) varies by vehicle class and covers the estimated costs of the NIISQ which provides necessary and reasonable lifetime treatment, care and support to people who sustain eligible serious personal injuries in motor vehicle accidents in Queensland. The NIISQ levy remained at $90.50 for a Class 1 vehicle in 2020-21 and collected $436.2 million.
The administration fee is the fee payable to the Department of Transport and Main Roads for delivering administrative support for the CTP insurance scheme. The administration fee was $8.45 for a Class 1 vehicle in 2020-21, and $38.6 million was collected.
Premium levy and fee collection
1 July 2019 to 30 June 2020
|Total insurance premiums collected*||1,696,495|
|Nominal Defendant levy||-35,863|
|Statutory insurance scheme levy||-6,896|
|Hospital and emergency services levy^||-81,481|
|Administration fee (Transport fee)||-38,639|
* Net of cancellations.
^ From 1 July 2016, emergency levies collected were remitted separately to PSBA and QFES. In the past the emergency levies were remitted as one payment.
+ National Injury Insurance Scheme Queensland levy.
# Includes GST.
Levies received for the period 1 July 2020 to 30 June 2021 are on a cash basis.
Combating car crash scammers
CTP scheme amendments were introduced in 2019 to proactively address the insidious practice of car crash scamming (also known as ‘claim farming’), where people are harassed and pressured into pursuing a CTP claim, even when they have not been injured in a crash. Two years on, those reforms are continuing to prove effective.
Car crash scamming complaints from Queensland motorists have continued to trend down from more than 1,300 complaints in 2019, with 448 car crash scams being reported in 2020-21.
Our team actively investigates these complaints and will prosecute where appropriate. We are committed to preserving the rights of genuinely injured people and the integrity of the Queensland CTP scheme, which is widely regarded as one of the most stable and affordable in the country.
Possible instances of car crash scamming activity is reported by a variety of stakeholders for MAIC investigation. Queenslanders can play their part by hanging up and reporting car crash scammers at maic.qld.gov.au/hangup.
Preparing for cooperative and automated vehicles
Cooperative and highly automated vehicles are being trialled for use on Queensland roads. We have partnered with the Department of Transport and Main Roads and the Queensland University of Technology, as an active participant in many of these trials.
Australia’s largest cooperative vehicle trial involves connected vehicles and infrastructure in the City of Ipswich. The trial is being run over a total of 12 months and involves around 350 participants each using their own vehicles for a period of nine months. Vehicle data and participant feedback will be used for a safety evaluation. The vehicle technology installed in participant vehicles to support the trial is currently being uninstalled, which is expected to conclude in September 2021.
A related initiative, the Cooperative and Highly Automated Driving Pilot, is trialling automated vehicles.
A prototype level 4 highly automated vehicle was first demonstrated in Shailer Park, Logan in August 2019. ZOE2 is driven by pre-qualified test drivers on public roads, and on test roads at the Mt Cotton Mobility Centre of Excellence, near Brisbane. This year more complex environments, such as regional areas including Charleville, were tested. Testing automated vehicles in both urban and regional areas is imperative to ensure they can operate safely on our roads as more cooperative and automated vehicles take to Queensland’s road network.
Throughout the year, we have continued to work alongside our interstate counterparts, the Heads of Motor Accident Injury Insurance Schemes (HMAIIS), the Department of Transport and Main Roads (DTMR) and the National Transport Commission (NTC) to inform policy considerations of a nationally consistent approach to personal injury insurance for people injured by highly automated and connected vehicles. Our collaborations are guided by the key principles that no one should be worse off if they are injured in an accident by an automated vehicle than if they were injured by a non-automated vehicle either in terms of the compensation they receive or through the process of making a CTP insurance claim. In addition to this work, we continued our active engagement in HMAIIS, which met twice during the year, as a forum for CTP regulatory authorities to address common issues impacting all State
Improving the experience of managing CTP insurance claims
In 2020-21, we continued to enhance the claims experience for people lodging claims, their legal representatives, and industry stakeholders. This involved creating new solutions to streamline key steps involved in managing CTP insurance claims.
The Online claim form (eNOAC) was released in December 2020 to help individuals and legal representatives to easily lodge CTP insurance claims faster and securely. It is equipped with interactive information boxes, built-in insurer search functionality and behavioural nudges to help people complete the claim form and start their journey to recovery.
In June 2021, we introduced an online version of the medical certificate that practitioners provide to support CTP insurance claims. The new Online medical certificate is securely and conveniently bundled within existing software used by medical practitioners, to expedite this important step.
We also enhanced the steps involved with seeking rehabilitation and treatment for injury. Introducing an Online treatment plan helps rehabilitation providers to efficiently outline their plan to support recovery. Online rehabilitation and reimbursement requests make it quicker and easier for individuals to seek approval and reimbursement for rehabilitation and treatment.
Each of these tools were co-designed with stakeholders embracing the latest technology to more easily and promptly guide people through their journey to recovery. Visit maic.qld.gov.au to learn more.
Improving outcomes for First Peoples
As part of our ongoing commitment to ensure the CTP scheme is safe, respectful and accessible to all injured people, we consulted with elders and key stakeholders to develop and deliver a range of First Peoples’ CTP insurance initiatives. This included providing key funding to support research into First Peoples’ experience with the CTP scheme, developing free First Peoples resources and delivering a series of targeted workshops to key stakeholders to inform and boost awareness around First Peoples’ CTP insurance needs.
Our key achievements this financial year included:
- secured a cultural awareness presentation by Avelina Tarrago, President of the Indigenous Lawyers Association Queensland, to more than 50 CTP insurer representatives
- provided key support for Griffith University to launch their inaugural research project to explore First Peoples and CTP insurance
- provided support towards Police Citizens and Youth Welfare Association (PCYC’s) pilot of Changing Gears, a First Peoples specific adaption of the Braking the Cycle learner driver mentor program. This pilot will occur in Napranum and if successful will open up opportunities to potentially apply this program in other key remote and regional Queensland communities.
- created and distributed videos, brochures and posters featuring bespoke artwork that brought the Queensland CTP insurance story to life to highlight the importance to drive safe and drive deadly. These free resources have been used by partners across Queensland to promote greater awareness of CTP insurance and to help First Peoples get strong again if they have been impacted by a car crash.
The free suite of First Peoples resources is available at maic.qld.gov.au/for-drivers/first-peoples-ctp
Managing Nominal Defendant claims prudently
The Nominal Defendant continues to deliver important protection for Queensland road users who are injured by an unidentified or uninsured vehicle. Nominal Defendant claims require a particularly stringent approach to claims management, especially where the involvement of an unidentified vehicle is alleged. The Nominal Defendant has strived in support of MAIC to enhance the experience of claimants, and their legal representatives, throughout the claim experience. Members of the Nominal Defendant team have worked closely with the development of the online claim process. Sharing their comprehensive knowledge of the claims process as well as rehabilitation services, the Nominal Defendant is excited to be a part of this innovation that aims to improve customer experience. Over the past decade, the Nominal Defendant levy paid by all motorists has decreased or remained stable evidencing the efficiency of the Nominal Defendant Fund.
Finalisation of last FAI Claim
On 1 April 2021, the Nominal Defendant finalised the last FAI Insurance Queensland CTP claim. This closed a chapter on one of the most turbulent events in the history of the Queensland CTP scheme, the collapse of HIH Insurance in 2001.
Our Nominal Defendant team received more than 4,000 FAI claims, open claims and outstanding claim liabilities in excess of $400 million following the collapse of Australia’s second-largest insurer. We are proud to have supported and helped the thousands of claimants over the past two decades secure fair compensation for their injuries under the insurer insolvency provisions in the Motor Accident Insurance Act 1994.
Monitoring the NIISQ
In accordance with our obligations under the National Injury Insurance Scheme (Queensland) Act 2016 we monitor the efficiency and effectiveness of the NIISQ Agency, Queensland which administers the NIISQ. The National Injury Insurance Agency, Queensland (NIISQ Agency) assesses, decides and funds necessary and reasonable lifetime treatment, care and support for people who sustain an eligible serious personal injury in a motor accident in Queensland, on or after 1 July 2016.
The cost of administering NIISQ during 2020-21 was $781.80 million. As at 30 June 2021, NIISQ has 369 interim and lifetime participants. Further information about NIISQ and NIISQ Agency’s operations can be found in the NIISQ Agency Annual Report.
Investing in road safety and rehabilitation
|University of Sunshine Coast||
|Queensland University of Technology||
|Police Citizens and Youth Welfare Association||
|Queensland Trucking Association||
|Department of Transport and Main Roads||
|Transport New South Wales||
|Sunshine Coast Council||
|Gold Coast City Council||
Prevention of road crashes
We support a range of research and education activities contributing to an effective CTP insurance scheme. Investments range from targeting the prevention of road crashes, helping to reduce the number of motor vehicle crashes, through to initiatives focused on improving the treatment, care and rehabilitation of those injured in road trauma.
The 2020-21 financial year saw MAIC partner with disability Elder Uncle Paul Calcott to develop a ‘Drive Safe, Drive Deadly’ campaign for First Peoples with a suite of resources on the importance of maintaining a registered vehicle and how CTP insurance can help First Peoples get strong again after a road crash.
In line with this initiative, we also invested in a tailored version of the Braking the Cycle learner driver mentor program, Changing Gears run by PCYC, to help young First Peoples obtain the 100 hours of supervised driving necessary to be eligible to sit their driving test. The tailored program is being trialled in the community of Napranum and will incorporate culture and learning needs of First Peoples living in rural and remote communities. If successful, there is potential for this program to be introduced into similar communities in the future.
In partnership with the University of the Sunshine Coast, we provided funding to establish a specialised Drug Driving Research Unit. Operating under the umbrella of the University’s Road Safety Research Collaboration, the unit will undertake a program of work with a focus on improving knowledge in how to prevent and detect driving under the influence of drugs, and to help educate and deter higher risk motorists from reoffending.
We also continue to work closely with the Department of Transport and Main Roads and Queensland Police Service on areas of mutual benefit. This includes contributing towards the rollout of the enhanced Hazard Perception Test for novice drivers in Queensland, expansion of available Automatic Number Plate Recognition technology to detect unregistered vehicles and funding towards a multi-staged project focused on driver distraction.
We have provided support for a Griffith University led First Peoples and CTP Initiative. The initiative will explore factors that influence First Peoples to seek compensation, treatment and rehabilitation, and how the scheme can provide better systems to improve First Peoples’ experiences in terms of both claimant and rehabilitation outcomes.
|University of Queensland||
|Queensland University of Technology||
|Metro North Hospital and Health Service||
|Metro South Hospital and Health Service||
|Spinal Life Australia||
|Queensland Brain Institute||
|Children’s Health Foundation||
|Emergency Medicine Foundation||
|University of Sydney||
The activities we supported in rehabilitation research reflect the spectrum of injuries that can result from road crashes, from musculoskeletal injuries through to severe and lifelong injuries including spinal cord and brain injuries. In addition, we fund research that focuses on improving healthcare from point of injury, through to emergency department, hospital care, and community-based rehabilitation services.
This financial year, we partnered with Bionics Queensland to help improve and expand the rehabilitation technologies and bionic innovations available to individuals injured in road crashes. A component of MAIC’s investment helped drive the 2021 Bionics Challenge which supports teams working on life-changing bionic devices, implants, treatments and healthcare solutions for people impacted by road trauma, disability, disease or chronic health conditions.
We extended our Fellowship in Traumatic Brain Injuries with the Queensland Brain Institute located at the University of Queensland. The fellowship will run for a further three years and focus on a triage of biomarkers that could potentially be used to predict long-term outcomes in order to develop early interventions to improve a patient’s recovery trajectory.
In line with this, we also provided support for Professor Karen Barlow at the Child Health Research Centre, to conduct two pilot studies focused on improving sleep and environments in hospitals to assist in a child’s rehabilitation process following a traumatic brain injury. Sleep is an integral part to the recovery process and brain health, and these studies could help aid recovery and outcomes for children with brain injuries.
We also established a new funding arrangement with Emergency Medicine Foundation (EMF). EMF will administer a grants program which is aimed at increasing the involvement of trauma clinicians in research, with the intent that these research learnings are then applied to enhance the treatment of those injured through road trauma. The first call for submission for these grants will close in the new financial year with first projects due to commence in 2022.
We strive to create a positive workplace environment where our people are engaged, committed and highly capable. Employees adapted well to a turbulent 2020-21 with COVID-related restrictions and implemented a successful return to office plan, aligned with Queensland Government health advice to ensure a safe and gradual return to office.
During the year, employees participated in the Working for Queensland survey. In response to the feedback received, we ran training on managing meetings effectively, respectful workplace relationships and Agile project management.
To help rollout the new MAIC complaints framework, we delivered online complaints management training. Employees were also provided with the opportunity to attend cultural awareness training as part of our ongoing First Peoples CTP initiative.
The health and wellbeing of our team is essential and during 2020-21, we emphasised the importance of an appropriate work-life balance and supported flexible workplace practices.
We further supported our employees through strong employee performance management and development programs, regular check-ins, through the Working for Queensland survey, pulse surveys, and workplace health and safety strategies.
We met our obligations under the Public Service Ethics Act 1994 by ensuring MAIC and ND staff completed Treasury’s suite of online training modules, including modules related to the Code of Conduct. The online training package is rolled out to all new staff.
Our employee expenses and key executive management personnel and remuneration information can be found in the Financial Information (page 21 for MAIC, and page 46 for the Nominal Defendant). To see MAIC’s workforce profile, including full-time equivalent (FTE) staff and permanent separation rate, view the annual report of Queensland Treasury.
We align our behaviour and operations with the five Queensland public service values:
- Know your customers
- Deliver what matters
- Make decisions with empathy
- Expect greatness
- Lead and set clear expectations
- Seek, provide and act on feedback
- Lead empower and trust
- Play to everyone’s strengths
- Develop yourself and those around you
Ideas into action
- Challenge the norm and suggest solutions
- Encourage and embrace new ideas
- Work across boundaries
- Own your actions, successes and mistakes
- Take calculated risks
- Act with transparency
As part of our commitment to furthering the objectives of Queensland’s Human Rights Act 2019, we:
- completed Human Rights Certificates to accompany amendments to the Motor Accident Insurance Regulation 2018
- made sure training opportunities on the Human Rights Act 2019 continued to be shared with staff when available
- ensured all new staff learnt about human rights obligations via our staff induction and orientation programs
- continued to incorporate a commitment to human rights into our strategic and operational plans
- continued to review all decision-making frameworks on new policies, procedures, and processes to incorporate human rights considerations
- encouraged our Human Rights Champions to attend regular complaints, decision-making and legislative community of practice meetings within Treasury
- established a First Peoples’ initiative to support Aboriginal and Torres Strait Islander peoples through the CTP claims process and related road safety initiatives
- delivered CTP insurance cultural awareness training to industry stakeholders on 13 May 2021 to support consideration of cultural rights in CTP claims decision making.
To continue supporting Human Rights during the COVID-19 pandemic, we also:
- continued to enable employees to work effectively from home where required and focused on employee wellbeing
- implemented a successful return to office plan, aligned with Queensland Government health advice to ensure a safe and gradual return to office
- continued to collaborate with stakeholders to implement protocols aimed at encouraging a flexible approach to claims management
- continued to support changes to digital signatures, telehealth and virtual settlement conferences to ensure claimants could continue to access treatment
- supported claimants to have their claims resolved while ensuring compliance with social distancing requirements, whether this be via virtual options or suitable in-person meetings that comply with the latest government advice.
No human rights complaints were received during the 2020-21 reporting period.
The Insurance Commissioner sets the direction for MAIC and the Nominal Defendant and reports to the State Parliament through the Treasurer and Minister for Investment. Our leadership team includes the Insurance Commissioner; General Manager Motor Accident Insurance Commission; Director Finance, Procurement and Systems; Director Policy, Performance and Improvement; and Director Analytics.
Our leadership team is responsible for setting the strategic direction of MAIC and the Nominal Defendant, overseeing operational performance, determining operation policy and project management.
The leadership team supports the Insurance Commissioner, as the accountable officer, to meet legislative requirements and accountabilities as well as identify and manage key areas of risk. As at 30 June 2021, the leadership team comprised of:
B. Business (Insurance), MBA
Neil was appointed as Insurance Commissioner in December 2010. Neil has over 30 years of insurance experience across a broad range of management and executive positions. Neil’s responsibilities include providing strong strategic leadership to ensure a viable, affordable and equitable CTP insurance scheme in Queensland.
General Manager Motor Accident Insurance Commission
Appointed in 2002, David has over 25 years’ insurance experience including roles in personal injury claims management and underwriting, along with positions involving insurance regulation and government policy development. David is responsible for leading the strategic management of the Nominal Defendant claims unit, the supervision of licensed insurer claims management compliance and performance and managing claims related legislative functions.
Director Finance, Procurement and Systems B. Commerce, CA
Appointed to MAIC in 2006, Lina oversees the financial management and procurement of MAIC and oversight of the IT system roadmap for the organisation. Lina has an accounting and auditing background covering the chartered profession, commerce, industry and the Queensland public sector.
Director Policy, Performance and Improvement
B. Business, MBA, Grad. Cert Business (Behavioural Economics)
Appointed in 2006, Vicki leads the policy, performance and improvement functions for MAIC. She defines and shapes strategies, policies and plans that improve the Queensland CTP insurance scheme and promotes measures that eliminate or reduce causes of motor vehicle accidents and mitigates their results. Vicki has more than 20 years’ experience across government, university and private sectors.
B. Actuarial Studies, PhD (Finance)
Appointed to MAIC in 2018, Youyou leads the Insurance Commission’s data analytics, premiums and levies advice, business intelligence and scheme reporting functions. Youyou has a research background and over 10 years of public sector experience in data analytics and business intelligence across several government organisations.
We are committed to effective risk management and have adopted Treasury’s framework for proactively identifying, assessing and managing risks. Our risk management approach ensures:
- we meet our statutory responsibilities under the MAI Act, the NIISQ Act and other legislation
- risk management is integrated into organisational activity
- corporate governance processes, including systems of internal control, are assessed and enhanced.
Everyone in MAIC and the Nominal Defendant is responsible for managing risk. A robust risk management framework is integrated into all Treasury business activities and systems; and our leadership team is accountable for risks that may affect our ability to achieve our strategic objectives. Risks are managed through our corporate governance framework providing the foundation for effective decision-making, sound management and clear accountability.
A risk register is maintained and reviewed by the leadership team biannually. Risks are monitored with risk controls and treatment strategies assigned to risks where appropriate. Treasury’s Executive Leadership Team reviews the MAIC risk register from a consolidated Treasury perspective and MAIC has external auditors which review the register annually. Our commitment to business continuity management ensures continuity of key business services which are essential for or contribute to the achievement of our objectives.
We participate in Treasury-wide risk and accountability management through representation on the Audit and Risk Management Committee. We also have an active Internal Audit program in place provided by the Treasury Internal Audit function.
Audit and Risk Management Committee
Insurance Commissioner, Neil Singleton, is a representative on Treasury’s Audit and Risk Management Committee.
The Audit and Risk Management Committee (ARMC) supports Treasury’s accountable officer – the Under Treasurer – to meet the responsibilities under the Financial Accountability Act 2009 (QLD), the Financial and Performance Management Standard 2019 and other prescribed requirements.
The role of the committee is to provide independent assurance and assistance to the Under Treasurer on Treasury’s risk and control frameworks and external accountability responsibilities as prescribed in the relevant legislation and standards.
The committee also provides oversight for select Treasury related entities that sit within Treasury’s broader portfolio (but prepare independent financial statements). In 2020–21, these entities were the Motor Accident Insurance Commission and the Nominal Defendant. Through participation in this forum, the Insurance Commissioner accesses advice and assurance on the performance or discharge of functions and duties prescribed in the Financial Accountability Act 2009, the Financial and Performance Management Standard 2019, and other prescribed requirements.
2020–21 Audit and Risk Management Committee
- Assistant Under Treasurer, Policy and Performance
- Insurance Commissioner
- Commissioner, State Revenue
- Independent member and finance expert
The Under Treasurer, Deputy Under Treasurer, Policy Performance and Corporate, Head of Corporate, Chief Finance Officer (CFO), Queensland Audit Office (QAO) and Internal Audit (including Head of Internal Audit) have standing invitations as observers to attend all ARMC meetings. Treasury officers are invited to attend meetings as required.
Achievements in 2020–21
In 2020–21, the Committee met six times and fulfilled its responsibilities in accordance with its charter and an approved work plan. Key achievements included:
- endorsing the 2019-20 Financial Statements for Queensland Treasury, MAIC and Nominal Defendant
- endorsing the three-year strategic Internal Audit Plan and monitoring 2020–21 internal audit activity
- reviewing the effectiveness of the department’s risk management framework and overseeing the management of significant business risks
- monitoring progress of the implementation status of internal audit recommendations
- considering issues raised by QAO including recommendations from performance audits and Treasury related reports to Parliament.
Internal and external accountability
Our governance framework includes both internal and external accountability measures. Treasury provides internal audit services to MAIC through an external audit provider. Independent and objective internal audit services are provided in accordance with our Internal Audit Charter and ethical standards. Although independent, Internal Audit regularly liaises with QAO to ensure appropriate assurance services are provided to Treasury. In 2020–21, Internal Audit delivered a plan that is aligned to our key risk areas, operations, and strategic objectives and draws on additional specialist expertise as needed.
Externally, MAIC and the Nominal Defendant are audited by QAO in accordance with the Financial Accountability Act 2009. MAIC and the Nominal Defendant have achieved unqualified audits since the Commission commenced operations in 1994.
More information on Treasury’s Audit and Risk Management framework including information about the committee are detailed in Queensland Treasury’s annual report.
Information systems and recordkeeping
Our records are managed throughout their lifecycle with archiving and disposal performed in accordance with the General Retention and Disposal schedule and/or Treasury’s Retention and Disposal schedule (implementation version).
Our recordkeeping framework aligns with Treasury’s Information Management Framework. The framework aims to ensure our record management practices are consistent with other offices within the Treasury portfolio and are compliant with current legislation and best practice record keeping standards. These include Public Records Act 2002, Information Privacy Act 2009, Right to Information Act 2009, Information Standard 18: Information Security, Information Standard 38: Use of ICT Facilities and Devices and Records governance policy.
The Motor Accident Insurance Commission and Nominal Defendant are both within the scope of Queensland Treasury’s Information Security Management System (ISMS) and are included in Treasury’s annual information Security Return. As such, during the mandatory annual Information Security reporting process, the Under Treasurer attested to the appropriateness of the information security risk management within Treasury to the Queensland Government Chief Information Security Officer, noting that appropriate assurance activities have been undertaken to inform this opinion and Treasury’s information security risk position.