Answers to Questions

Small Business Commissioner

In reply to the Hon. M.C. PARNELL (24 September 2020).

The Hon. R.I. LUCAS (Treasurer): The Attorney-General has advised:

The Small Business Commissioner is continuing his work advocating for and assisting small business as we continue down this very challenging path created by COVID-19.

The South Australian government has extended the legislation to protect retail and commercial tenants from eviction over the failure to pay rent due to the COVID-19 pandemic.

The legislation was passed by state parliament on 24 September 2020 to extend the COVID-19 Emergency Response Act 2020 (COVID Act). This will extend the COVID act until 6 February 2021.

The current COVID-19 Emergency Response (Commercial Leases No 2) Regulations 2020 (regulations) have been amended. The regulations (under which mediation can occur) now extend from 1 October 2020 to 3 January 2021. The act and regulations provide the opportunity for tenants and their landlords to mediate through the Office of the Small Business Commissioner if necessary.

The Small Business Commissioner has advised that staff commenced working remotely in a staggered approach from 23 March 2020 and have been dealing with vastly increased volumes of inquiries and cases even while operating in a virtual environment.

The office did not have the ability to triage phone calls during the six months when staff were working remotely. A system where callers were asked to email their inquiry or use an online form on the South Australian Small Business Commissioner website was implemented. The incoming emails were regularly monitored and inquiries where distributed to relevant staff who contacted customers as soon as possible.

In April 2020 a total of 429 online inquiries were recorded, the highest number ever recorded, and an 89 per cent increase compared with the corresponding period in 2019. This was also at a time when nearly all of the staff were working remotely.

A total of 2,160 enquiries were made online between 1 April 2020 to 30 September 2020 which compared with 1,690 inquiries including phone, in the same period the previous year.

There have been no complaints about the contact service provided by the office during the period and the Small Business Commissioner has commended his staff for the exceptional work they have undertaken during the COVID-19 pandemic.

I note that the formal advice from the state government on the date when this question was raised was that staff should be encouraged to return to the workplace. Indeed the commissioner has worked with his staff to ensure that he can continue to provide a high level of service to the small business community as they transition safely back to the workplace.

As at Friday 25 September the office has implemented a system for the rotation of staff to actively take calls from the public.

Information to assist small businesses in relation to government support and other resources is also being posted on the commissioner's website and social media. There is also extensive communication through social media including Facebook and LinkedIn.

The Small Business Commissioner's office continues to deliver events via webinar, either their own or participating in events organised by others.

The OSBC has been publishing updates on latest COVID-19 information as it relates to small businesses including landlords and tenants of retail and commercial leasing, to its website.

The state government through the Department for Innovation and Skills is also keeping business informed through www.business.sa.gov.au.