❓ Hon Kate Doust inquires about WorkSafe's call centre activity, specifically regarding call volume, types of inquiries, and investigation timeframes for reported incidents. The response indicates limitations in data recording, preventing a direct answer to some questions.
AnsweredQoN 205Legislative Council
QuestionView source ↗
(1) I refer to the WorkSafe division within the Department of Commerce and I ask, how many calls were made to the call centre for the reporting period 2012-2013? (2) Of the calls received how many were: (a) general feedback; (b) complaints; and (c) reporting incidents, possible breaches or providing a ‘tip’? (3) In relation to (2)(c), is there an agreed timeframe to investigate tips: (a) if yes to (3), what is the timeframe; and (b) if no to (3), what was the average time taken to follow up?
AnswerView source ↗
Answered
10 September 2013
Responded by
Minister for Commerce
Response time
35 days
The Department of Commerce advises:
(1) In the reporting period 2012-13 the WorkSafe Customer Help Centre received 121,155 contacts by telephone, email and letter.
(2)(a) - (c) The information recorded in the WorkSafe computerised Customer Help Centre system does not record contacts in the categories referred to in the question.
(3)(a) & (b) The WorkSafe Customer Help Centre system does not record a category termed "tips". However, during 2012-13, WorkSafe undertook 4,603 Reactive Investigations, which included Requests to Attend received by the WorkSafe Customer Help Centre. The average time taken by inspectors to complete the Reactive Investigations was 19.1 days from the commencement of the investigation.
(1) In the reporting period 2012-13 the WorkSafe Customer Help Centre received 121,155 contacts by telephone, email and letter.
(2)(a) - (c) The information recorded in the WorkSafe computerised Customer Help Centre system does not record contacts in the categories referred to in the question.
(3)(a) & (b) The WorkSafe Customer Help Centre system does not record a category termed "tips". However, during 2012-13, WorkSafe undertook 4,603 Reactive Investigations, which included Requests to Attend received by the WorkSafe Customer Help Centre. The average time taken by inspectors to complete the Reactive Investigations was 19.1 days from the commencement of the investigation.
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