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Quality Assurance

Throughout the year, the AGFMA Section conducts several audit and quality assurance measures.  Performance of the FM Service Providers under the FM arrangements is measured in a variety of ways, including use of the Key Performance Indicators (KPIs).

Key Performance Indicators (KPIs)

KPIs are used (among other things) to monitor the FM Service Provider’s performance and maintain an incentive to strive for continuous improvement in the quality of the services provided.  The KPIs against which the FM Service Provider’s performance is assessed are categorised under the following headings:

  • Reporting:  The timeliness and quality of monthly operational reports, quarterly compliance and strategic reports.
  • Timing:  The responsiveness to Preventative Maintenance and job priority (P1-P5) time frames
  • Costing: The accuracy and value of job claims.
  • Quality:  Suitability (qualifications) of subcontractors, appropriateness of job safety assessments, early warning notifications and contractual compliance.
  • SAMIS: The accuracy and timely update of SAMIS information after site changes.
  • Workplace Health & Safety:  Extent of lost time incidents (LTIs) are compliant with measurement method of industry practice.
  • Customer Satisfaction:  Quality of performance of individual jobs and dispute management.

The KPIs are linked to the strategic goals of the AGFMA and assist in driving continuous improvement by recognising exceptional performance and highlighting areas requiring improvement.

Quarterly Audit Program

The objective of conducting quarterly audits is to provide input for the ongoing assessment of Facility Manager Performance.  The Department employs the services of external auditors to undertake audits of the Facility Manager's maintenance, minor works and property services.

Audits are based on compliance with the FM Contract, the FM Service Framework and the Facilities Management Operational Strategy documents (FMOSs), relevant legislation, and any particular departmental requirements that may be stipulated by the Contract Administrator.  Audit findings that are identified as non-compliant are addressed by the Contract Administrator to ensure continuous improvement.

WHS Audits (annual audits)

The Facilities Management (FM) arrangements require contractors to undertake all the necessary precautions to ensure the safety of all persons.  This includes complying with the following statutory requirements:

  • The Work Health and Safety Act 2012;
  • The Work Health and Safety Regulations 2012; and
  • Codes of Practice.

Each year, the WHS audit examines how the contractor(s) have performed and the extent to which the contractual requirements have been achieved.  This also includes an external audit of the Contractor’s WHS Plan and Procedures.

Ancillary Audits

In addition to the Quarterly Audit Program, The Department undertakes a range of ancillary audits to review the FM's procedures and practices.  These audits examine areas of perceived risk and contribute to continuous improvement by identifying system or procedural shortfalls that can then be addressed.

SAMIS Audits

The comprehensive scope of information available from Strategic Asset Management Information System (SAMIS) includes project history, life cycle data, financial summaries, and access to site and building plans.

The program is used as a strategic tool to assist agencies in making strategic asset management decisions in relation to which equipment (assets) need to be replaced, refurbished or disposed of.

Contractor performance is assessed using a combination of on-site and desktop audits which examine performance against contractual requirements.  Audit findings contribute to continuous improvement and ensure that the SAMIS data is accurate and up-to-date.

Customer Satisfaction Surveys

Each quarter, a variety of clients are contacted by the AGFMA Hotline (Service SA) to undertake customer satisfaction surveys on behalf of DIT.  These surveys are conducted to assist in determining the performance of the Facilities Managers.

Survey questions are focussed on:

  • Job attendance;
  • Job completion;
  • How the job was performed; and
  • Overall satisfaction with the job.

The questions relate to specific jobs and responses provide The Department and the Facilities Managers with valuable feedback.  Although clients may view these surveys as a ‘mini quiz’, they provide valuable feedback for the FM’s to identify and address specific issues or determine possible trends associated with particular job types or subcontractors.

The Importance of Customer Service Reports (CSR)

All jobs, including quoted jobs, require Customer Service Report (CSR) to be completed and authorised by the client.  The CSR details the work that has been done and any materials and equipment used to complete the work.  All chargeable items must be recorded on the CSR, whether or not exact costs are known at the time the work was undertaken.

When signing the CSR, the client is only acknowledging that the job has been attended to and is not endorsing the standard of work or approving costs. The client can still dispute job costs, as part of the FAMIS job approval process and can raise a rework for the job if it later appears that the work done has not addressed the original issue.

The CSR must detail:

  • Date attended;
  • Time attended & time left (time in/time out) for multiple visits;
  • The number of tradespersons attending;
  • FAMIS job number;
  • Detailed description of work undertaken;
  • List of materials used and approximate material costs;
  • Details of equipment charges;
  • Risk analysis/job safety assessment; and
  • Any other required information.

The importance of Job Safety Assessments (JSA) (quarterly audit)

Job Safety Assessments are an important tool that ensure contractors undertake work in a safe manner and eliminate, limit, or manage associated risks.  Prior to undertaking any work on any site, contractors must undertake a Job Safety Assessment. This assessment must:

  • Identify any/all hazards (determine what could cause harm);
  • Assess risks (understand the nature of the harm that could be caused by the hazard, how serious the harm could be and the likelihood of it happening); and
  • Control risks (implement the most effective control measure that is reasonably practicable under the circumstances).

The Work Health and Safety Act and Regulations 2012 and Codes of Practice identify responsibility and control measures that must be applied to specific work activities and hazards. One of the key principles of WHS includes the primary duty to protect any person from exposure to hazards and risks that arise from work.

When Certificates of Compliance are required:


Electrical certificates of compliance must be issued for all work carried out on electrical installations, whether new or existing. The certificates are legal documents required under the Electricity Act 1996.

Information for electricians regarding certificates of compliance can be found here.

Gas Fitters

Gas fitters must issue a gas certificate of compliance to the consumer on completion of any gas installation work in any location including homes, rental and commercial premises, caravans, and boats.

Information for gas fitters regarding certificates of compliance can be found here.


Plumbing certificates of compliance are used by the plumbing industry to verify that plumbing and equipment (including water services, sanitary plumbing and drainage systems), comply with the Water Industry Act 2012 and/or the South Australian Public Health Act 2011, including regulations and standards as applicable.

Information regarding plumbing certificates of compliance can be found here.

Trade Types

Not sure which trade you need to complete the required work?  View our list of Trade Types utilised by the AGFMA.

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