❓ A WA parliamentary question seeks information on complaints management within agencies under the Regional Development portfolio, including the number, categories, nature, and investigation status of complaints since September 2008. The response reveals varying levels of complaints management infrastructure and complaint volumes across different agencies.
AnsweredQoN 1291Legislative Council
QuestionView source ↗
For each Department and Agency within the Minister’s portfolios, -
(1) Does the agency have a complaints management unit?
(2) If yes to (1), how many complaints have been received by the agency since 23 September 2008?
(3) What are the categories of complaints received?
(4) What is the nature of complaints in each category?
(5) How many of the total complaints fall into each category?
(6) How many complaints in each category are under investigation by the Corruption and Crime Commission?
(1) Does the agency have a complaints management unit?
(2) If yes to (1), how many complaints have been received by the agency since 23 September 2008?
(3) What are the categories of complaints received?
(4) What is the nature of complaints in each category?
(5) How many of the total complaints fall into each category?
(6) How many complaints in each category are under investigation by the Corruption and Crime Commission?
AnswerView source ↗
Answered
24 November 2009
Responded by
Parliamentary Secretary representing the Minister for Regional Development
Response time
34 days
Gascoyne Development Commission, Goldfields Esperance Development Commission, Great Southern Development Commission, Kimberley Development Commission, Mid West Development Commission, Peel Development Commission, South West Development Commission and Wheatbelt Development Commission
(1) No
(2)-(6) Not applicable
Pilbara Development Commission
(1) No
(2)-(5) Not applicable
(6) One (Internal)
LandCorp
(1) Yes.
(2) Nil.
(3)-(6) Not applicable
Landgate
(1) Yes - Landgate has a Service Performance and Feedback Officer within the Customer Service Delivery Branch who oversees the Customer Feedback system.
(2) 719 complaints have been registered in the Feedback system since 23 September 2008 to 29 October 2009.
(3) - Products and Services,
- Legislation and Regulation,
- Business Decision and
- Building and Facilities.
(4) · Products and Services complaints related to systems availability and functionality, failure or delays of products being delivered, applications, printing problems, data entry errors and Website.
· Legislation and Regulations complaints related to customers dissatisfaction or lack of understanding of the requirements of the applicable legislation relating to their transaction.
· Business Decision complaints were in relation to an internal decision relating to the Wellness program.
· Building and Facilities complaints related to issues with the exterior of the building.
(5) 705 are related to Products and Services, 4 for Legislation and Regulation, 3 for Business Decisions and 7 under Buildings and Facilities.
(6) Nil
Department of Regional Development and Lands
(1) No. The Department of Regional Development and Lands (RDL) was established on 1 July 2009. At this stage RDL has not established a Complaints Management Unit as functions such as this are currently provided to RDL by the Departments of Local Government and Planning under Service Level Agreements.
(2)-(6) Not applicable
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(1) No
(2)-(6) Not applicable
Pilbara Development Commission
(1) No
(2)-(5) Not applicable
(6) One (Internal)
LandCorp
(1) Yes.
(2) Nil.
(3)-(6) Not applicable
Landgate
(1) Yes - Landgate has a Service Performance and Feedback Officer within the Customer Service Delivery Branch who oversees the Customer Feedback system.
(2) 719 complaints have been registered in the Feedback system since 23 September 2008 to 29 October 2009.
(3) - Products and Services,
- Legislation and Regulation,
- Business Decision and
- Building and Facilities.
(4) · Products and Services complaints related to systems availability and functionality, failure or delays of products being delivered, applications, printing problems, data entry errors and Website.
· Legislation and Regulations complaints related to customers dissatisfaction or lack of understanding of the requirements of the applicable legislation relating to their transaction.
· Business Decision complaints were in relation to an internal decision relating to the Wellness program.
· Building and Facilities complaints related to issues with the exterior of the building.
(5) 705 are related to Products and Services, 4 for Legislation and Regulation, 3 for Business Decisions and 7 under Buildings and Facilities.
(6) Nil
Department of Regional Development and Lands
(1) No. The Department of Regional Development and Lands (RDL) was established on 1 July 2009. At this stage RDL has not established a Complaints Management Unit as functions such as this are currently provided to RDL by the Departments of Local Government and Planning under Service Level Agreements.
(2)-(6) Not applicable
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
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