❓ Hon Anthony Spagnolo asks about the complaints process within the Department of Jobs, Tourism, Science and Innovation, specifically regarding publicly funded research institutions. The answer outlines the general complaint handling procedure.
AnsweredQoN 372Legislative Council
QuestionView source ↗
I refer to the complaints process for the Department of Jobs, Tourism, Science and Innovation, and I ask, how are complaints involving publicly funded research institutions or entities, such as university-based centres, assessed or escalated within the Department?
AnswerView source ↗
Answered
16 September 2025
Responded by
Leader of the House representing the Minister for State Development
Response time
9 days
The Department’s approach to receiving, recording and triaging complaints is:
· Receive the complaint in the format submitted by the complainant.
· Acknowledge receipt of the complaint.
· Assign the complaint to the relevant business area for assessment, consideration and action.
· Develop a response and, where relevant, an action plan to address the complaint.
· Obtain management approval and sign-off on the response and action plan.
· Respond to and action the complaint once approved.
· Keep the complainant informed throughout the process wherever possible / feasible given the specific nature of the complaint.
· Receive the complaint in the format submitted by the complainant.
· Acknowledge receipt of the complaint.
· Assign the complaint to the relevant business area for assessment, consideration and action.
· Develop a response and, where relevant, an action plan to address the complaint.
· Obtain management approval and sign-off on the response and action plan.
· Respond to and action the complaint once approved.
· Keep the complainant informed throughout the process wherever possible / feasible given the specific nature of the complaint.
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