The Committee recommends that insurers report case management key performance indicators to the Australian Securities and Investments Commission.

The Committee recommends that for each declared event, insurers be required to report the number of unresolved cases after 12 months to the Australian Securities and Investments Commission and the overarching strategy for resolving these cases. This report should include the total number of outstanding claims and the most common reasons for the delay.

The Committee recommends the Australian Securities and Investments Commission publish quarterly insurer and brand level data on their performance on the metrics recommended in Recommendation 51.

The Committee recommends that the Australian Securities and Investments Commission develop and define key outcomes measures for the consumer experience, including:
- Communication (outcome measures)
o Overall customer satisfaction, such as a customer satisfaction score o Consumer comprehension of communications (random sample)
- Claims processing
o Average time taken to respond to a customer after first making an enquiry or initiating a claim
- Vulnerable customers o Proportion of customers identified as vulnerable (BAU, quarterly)
o Proportion of customers identified as vulnerable (designated events, monthly)
- Internal dispute resolution o Proportion of total cases that involved internal dispute resolution
o Average time taken to resolve internal dispute cases
- External dispute resolution
o Proportion of total cases that were referred to the Australian Financial Complaints Authority
o Success rate at the Australian Financial Complaints Authority
- Cash settlements
o Proportion of resolved cases that are final cash settlements
- Claims acceptance rates
o Percentage of claims acceptedPercentage of claims closed (at key points in time, for example 6 months, 12 months, 18 months)
- General Insurance Code of Practice Compliance Breaches of the General Insurance Code of Practice per thousand claims by clause, insurer, and brand.

The Inspector-General of Emergency Management recommends Queensland Fire and Emergency Services review the Queensland Emergency Alert Manual – M.1.174 in its entirety by 1 November 2023. The manual should specifically address the authorising environment, legislative obligations and the capability and complexities of the Emergency Alert system.

The Inspector-General of Emergency Management recommends Queensland Fire and Emergency Services review the Queensland Emergency Alert Manual – M.1.174 in its entirety by 1 November 2023. The manual should specifically address the authorising environment, legislative obligations and the capability and complexities of the Emergency Alert system.

The Inspector-General of Emergency Management recommends that Queensland Fire and Emergency Services review and update the State Disaster Risk Report, including re-evaluating the risk of flooding by all types. Queensland Fire and Emergency Services should publish the updated State Disaster Risk Report by 1 November 2023.  

To strengthen its oversight of Queensland reconstruction progress, the Australian National Audit Office (ANAO)  recommends that the National Disaster Recovery Taskforce:
(a) monitor revisions to scheduled project completion dates, and raise with the Queensland Reconstruction Authority any issues and anomalies, as appropriate; and
(b) adopt a more pro‐active approach to requesting timely progress and completion reporting documentation from the Queensland Reconstruction Authority according to planned and reported actual completion dates.

The Australian National Audit Office (ANAO) recommends that the Australian Government Reconstruction Inspectorate and the National Disaster Recovery Taskforce seek to maximise the benefits from their value for money review activities by obtaining more timely and comprehensive information on project progress and completion from the Queensland Reconstruction Authority, to enable the preliminary value for money assessments to be finalised based on the scope and cost of works that were actually delivered (rather than estimates).