How long does it take CASA to answer an Email??

[maehhh]

Seduced by the promise to get a quick and easy answer (in writing! maybe even signed with a name?!) to an Email instead of spending hours on hold trying to call CLARC I made the mistake to send CASA an Email with a simple question.. 5 working days ago... the confirmation of receipt came within minutes but an answer? := ... wth is wrong with them? :ugh:

cheers
maehhh

[VH-XXX]

Because the weren't back at work until today....

[stevep64]

The last time I tried that, I got a reply about 3 weeks later. I'd already spoken to them twice on the phone about the same issue by then.

[beaver_rotate]

Good luck waiting mate.... your tax dollars (hard?) at work.

CASA - "where not happy unless you're not happy" OR was it CASA...

C***s
Against
Safe
Aviation

[maehhh]

VH-XXX U sure? According to their message they were back from the 4th...

[...still single]

They're probably waiting for your payment confirmation before they reply....

[system.of.a.down]

it's school holidays, so no work experience kids to reply to emails..

[VH-XXX]

That's interesting, a CFI told me on Sat he had to wait till Monday for some paperwork as they are on holidays till then. That being said it did seem a bit strange that they would take off that week too.

[Hasherucf]

During the Part66 saga about 3 months and then a bulk email with a polite reply saying people should read the FAQ. Which had nothing to do with what I was asking. :ugh:


The reply should have said : "Be confused because we don't know ourselves"

[gobbledock]

They are probably on an 'ollie jollie' to Canada or somewhere where the trough is overflowing.
Or maybe they are passing your email on to a Consultant mate who will provide them with an answer to your question and charge a fortune for the privilege?
But most likely and seriously your email has ended up in legal as they are so spineless that they often seek internal legal advice before answering out of pure fear of saying the wrong thing, gutless incompetent turds.

Enjoy the wait. They will all be on holidays still, sick leave, a rort, in a coffee shop of surfing Google at work, but will get back to you shortly.

[ollie_a]

What a coincidence this thread came up. I spoke to CLARC at CASA a week ago and was told to email my request through. Didn't get a response other than the automated one.

So as it's pretty urgent, I called them again today (after waiting for 15 minutes on hold due to their "IT problems"). Their response?

"Yes we received your email and printed it off. It's in the queue to be scanned into our system. Once someone does this, somebody else will read it and respond."

I mean seriously, what sort of idiotic procedure calls for email to be printed then scanned back into a computer? And that it takes over a week to do it, without anyone even reading what I wrote? Outrageous really.

[T28D]

The CASA idiotic system, I had exactly the same thing today, bugger me, wait forever on the phone, listen to a hundred recorded messages about DAME, DAO, DAE, online submission of medicals and on it goes, actual performance ZIP.

They don't follow their operations manual, but watch out if you don't follow yours.

Double standards, sign of an organisation out of control.

[blackhand]

Strange indeed.
They responded within two days to an email enquiry about a part 66 issue.
Told me that the required rating would be approved and could go ahead and sign out the aircraft.

[Eastern2217]

Still no reply from my letter sent in October 2010.

[Up-into-the-air]

No reply on an AOC matter for 23 months [March 2009 to February 2011], despite numerous letters/ e-mails and phone calls;
Operational breach of AOC No reply yet, since February 2009;
Operational breach of Maintenance - took 6 months!! Lots of phone calls!!


Did finally reply to 1 - a no-charge reply, that was probably the problem!!!

How about some dates and data everyone - Try to beat this???

[smiling monkey]

to get a quick and easy answer in writing!

I think that's what probably scared them ... to have it in writing means they have to be accountable for what's written. Your email's probably sitting in their too hard basket for now. :hmm:

[717tech]

Received a letter today that was dated on the 4th Jan...... So someone was in the office.
A simple phone call rather than the letter would have made things much easier (regarding medical renewal)... but that’s for another day.

[blackhand]

A simple phone call rather than the letter would have made things much easier
Agreed. I discussed this with the "girly" at CLARC, she reckons that they are too busy to ring us and has to go through the appropriate section.

[halfmanhalfbiscuit]

Heard a manager stated in a public forum he didn't hav enough staff and wasn't going to get any.

Admin cuts and specialists doing all themselves and getting less done as result. Useless systems and processes didn't help. The electronic systems copied paper processes! So printing email and putting in paper file may happen still.

Maybe the current eba situation isn't helping.

[maehhh]

oh man... thanks for "cheering" me up :uhoh:

At least I'm apparently not the only one... u gotta love these guys -.-

Anyway if I don't get an answer til end of the week I have no options left but calling again (and again... :ugh:)

[Ascend Charlie]

I know of one CASA FOI who took 3 years off from CASA, worked in the civil side for a while, then went back.

The same stuff was still sitting on his desk, no action for 3 years.:{

[gobbledock]

I know of one CASA FOI who took 3 years off from CASA, worked in the civil side for a while, then went back.
The same stuff was still sitting on his desk, no action for 3 years.http://images.ibsrv.net/ibsrv/res/src:www.pprune.org/get/images/smilies/boohoo.gif
That is still pretty good timing when you consider the re reform program has yet to be completed after 23 years, almost a quarter of a century!!

[blackhand]

The same stuff was still sitting on his desk, no action for 3 years.http://images.ibsrv.net/ibsrv/res/src:www.pprune.org/get/images/smilies/boohoo.gif
There are anecdotes and then there is this rubbish

[601]

Try 5 plus years for a determination on what "engine and performance parameters" mean in the FMS interpretation in CAO 42.2.1.2.1 and what that requirement has to do with an instrument rating.

[outnabout]

I have heard from former (but only just former) CASA personnel that one of our previous posters - Ollie A - is correct.

Emails sent to CASA go to a central system, are printed out, scanned back in, and then forwarded under their own, secure, internal e-mail system to the relevant individual. I was told that this was because about 5-ish years ago, CASA's system was apparently hacked, and sensitive information was released on the Net.

Apparently, it was about the same time that the system was changed so all post goes to a central office (in Canberra) and is then distributed to the relevant state offices.

So I'm told.

[Charlie Foxtrot India]

A customer of ours gave up waiting for her Certificate of Validation to be processed after nine months had elapsed. They took her money on day 1 of course. The incompetence she had to deal with from Canberra was mindblowing.

[halfmanhalfbiscuit]

When the system went electronic the offices were left to work things out for themselves. Result offices do lots of things differently and doesn't help the problems.

[aroa]

I can't give you a 3 year delay but have proof of a 7 month one.
On the date and signatories "handling" the file... or letting it go mouldy on some obscure desk, there were two periods where it sat idle for 6 weeks while the deskee was absent, annual leave, taxpayer funded "stress" holiday, whatever. Hard cheddar about the operator wanting to get on with the business of staying in business.! As if they give rats rectum about that!

Remember.. your email flow of electrons goes into the CASA black hole where they collide with the inert element Administratium, atomic wt 0.

Yr message then splits off into minor particles; to quarks,prions, mesons and morons and etc. The gravity of the message requirement is inversely proportional to the output of photons for a brief flash of light before it disappears into "the System".
Sometimes... but not always, something comes out the other side.

And their postal distribution system leaves something to be desired as well.
TWICE registered mail with the card attached for signature, proof of receipt, NEVER came back.
I was told by the CASA person that the mail was LATE for a deadline. By the Aust Post tracking # that was untrue. It was the belated opening by the recipient that was at fault. And NO signed date card from the front desk or wherever it starts its S L O W journey to the 3rd flr. Who's problem????
The customers, of course :mad:

[maehhh]

Funny stuff... and if they really operate with that email system some of u suggested ... it probably beats every parody u could imagine on this :ugh:


Called em today in regards to this email... since the girl felt unable to answer my question she urged me to write an email cause this "would be the best solution"... how good is that?
After replying I did so 2 weeks ago she complained about 300 emails a day suggested to re-send it with an "urgent" in the header... yeh that will help:D

cheers
maehhh

[halfmanhalfbiscuit]

Sounds like Service Centre or Industry Permissions. They get all the applications then try to workout where to send to.

I know of one company going through legal name change and these depts insisted it treated as a completely new company. The local office duly sorted when they eventually got the application. But the company did pay a huge estimate to get moving!

Two companies gave up on approvals due to excessive costs of casa insisting they went to US themselves rather than accept an FAA delegate.

[gobbledock]

Biscuit, don't CASA set the 'benchmark' in compliance?
How could they ever have a half arsed system that results in each office doing things differently? Wouldn't that mean they don't have internal sunprocessed processes that work? Oh dear, who would have thought??
Where is all that extra funding they received, still not enough staff? Surely not. Next thing you will have us believe that most of that money has gone to the top heavy management structure!!
What about 'worlds best practice'? Are they not practicing what they preach? Systems there not 'robust' enough?

Tens of millions spent on I.T annually and spent on consultants and still no workable system? Why about service delivery standards, failing to meet their own policy? Hmmm goes to show you that they are truly a two-bit donkey operation. Think about it, if these Nuptys can't even follow the same procedures in each office then do you think they can actually effectively and safely oversight Australian aviation??

[Hasherucf]

Blackhand my questions related to syllabus and exam credits on the new part66 system .The process of the Part66 roadshow was confusing and vague as the presenters couldn't answer my questions . In fact I walked out with more questions than answers. I still dont have answers to those questions.

When it came to signing out aircraft questions we called up CLARC and asked directly and we eventually got the answer. My issue isn't with calling CLARC direct as I normally get great service over the phone. It was the reply to my email that took forever and answered nothing.

[601]

I believe only registered or express post platinum mail delivery to CASA is recorded. The rest - who knows where it is

[max1]

How about some dates and data everyone - Try to beat this???
I had a reply sent from CASA dated 4 days into the future.
After playing an epic rally of email tennis with CASA , I eventually got a reply on the Friday that was dated the folowing Monday. I quickly replied asking for Saturdays lotto.No answer.

[Kharon]

I quickly replied asking for Saturdays lotto.No answer.

:D :D :D

Magic.http://images.ibsrv.net/ibsrv/res/src:www.pprune.org/get/images/smilies/thumbs.gif