National Consumer Tribunal Annual Report 2011/12 National Consumer Tribunal 2011-12 | Page 63

Detailed Business Plan Implementation Reporting Matrix - 2010/2011
No
Objective
Performance
Indicator/s
Targets
31/03/11
Performance
result against
targets
Reason for
Variance/
Challenges
Strategic Goal 1:
To ensure effective communication of the role and processes of the Tribunal to consumers and
stakeholders and ensure accessibility of the Tribunal in all areas and applicable sectors
1.1 To ensure effective
market targeting to
position the Tribunal
as key role player
in adjudication
of credit and
consumer matters
in accordance with
the National Credit
Act and Consumer
Protection Act Number of
stakeholder groups
engaged in terms
of the NCA and
CPA 4 stakeholder
groups engaged 31 stakeholder
groups engaged
1.2 To ensure that
the Tribunal
reaches a majority
of consumers
through awareness
interventions in order
to create awareness
in the market Number of people
reached 2 million 5,044,908 people
reached
1.3 To ensure
optimization of
marketing and
communications
spend to deliver
a sound return
on investment on
marketing spend Return on
marketing spend R1:R53 R1:R19
1.4 To increase the range
of application/ referral
types received
by the Tribunal in
order to increase
redress available to
stakeholders Number of
categories of cases
received 10 of 32 categories 14 different types
of applications
received
1.5 To improve
accessibility by
considering and
enabling multi-lingual
communication
and interactions
with customers and
stakeholders Adaptability to
languages Meeting 100%
language requests
per hearings. 100% of language
requests met
Translation of NCT
communications
into required
language for 100%
of events No translations
required for
events
ROI higher than
standard norms
Annual Report 2011
national consumer tribunal | page 61