❓ A WA parliamentary question seeks information on the complaints process within the Department of Jobs, Tourism, Science and Innovation, revealing a process is in place but not publicly documented, with plans for future documentation.
AnsweredQoN 371Legislative Council
QuestionView source ↗
I refer to the complaints process for the Department of Jobs, Tourism, Science and Innovation, and I ask: (a) does the Department have internal timeframes or service standards for acknowledging, assessing, and responding to complex or high-priority complaints; (b) what is the Department’s formal process for receiving, recording, and triaging complaints; (c) in reference to (b), is this process publicly documented; (d) if yes to (c), please provide a copy of the documentation; and (e) if no to (c), why not?
AnswerView source ↗
Answered
16 September 2025
Responded by
Leader of the House representing the Minister for State Development
Response time
9 days
(a) Yes.
(b) The Department’s general 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.
(c) No.
(d) Not Applicable.
(e) This documentation is under development.
(b) The Department’s general 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.
(c) No.
(d) Not Applicable.
(e) This documentation is under development.
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