❓ A WA parliamentary question seeks information on complaints management within agencies under the Premier's portfolio, including the number, categories, nature, and investigation status of complaints received since September 2008. The responses reveal varying approaches to complaints handling across different agencies.
AnsweredQoN 1081Legislative Council
QuestionView source ↗
For each Department and Agency within the Premier’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 CCC?
(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 CCC?
AnswerView source ↗
Answered
10 September 2009
Responded by
Leader of the House representing the Premier
Response time
30 days
Government agencies in the Premier's portfolio advise:
Department of the Premier and Cabinet:
(1-2) There is no formal complaints management unit within the department. Any complaints are managed by and referred to a senior project officer in the department. In addition, the department receives communications from the public via correspondence and telephone, that are not specific to the department's activities. These matters are referred to Ministerial Offices or appropriate agencies such as the Ombudsman.
(3-6) Not applicable
Public Sector Commissioner:
(1) The Public Sector Commission (the Commission) does not have a complaints management unit. The Commission has a complaints management policy, which outlines the complaint handling process in respect to services and products provided by the Commission to any of its clients (including Government agencies).
(2) One
(3) Complaint against service.
(4) Complaint against the service provided by a Commission employee.
(5) One - complaint against service.
(6) Nil
Department of State Development:
(1) A contact person.
(2) One
(3) Suggestion.
(4) Access to link on Department's Website.
(5) See answer to part (3).
(6) Nil
Office of the Public Sector Standard Commissioner:
(1) The core business of OPSSC relates to complaints about Public Sector Standards. In drafting this reply, OPSSC has interpreted this question as applying to complaints about OPSSC or OPSSC staff and not complaints to OPSSC arising from its core function.
(2) One
(3-5) The one complaint related to the manner in which OPSSC handled a compliance matter.
(6) Nil
Governor's Establishment:
(1-6) Not applicable to Governor's Establishment
Gold Corporation:
(1) No
(2-6) Not applicable
Corruption and Crime Commission of WA:
(1) No.
Under section 196(4) of the
Corruption and Crime Commission Act 2003
the Commission is to: .... notify the Parliamentary Inspector whenever it receives an allegation that concerns, or may concern, an officer of the Commission and at any time the Parliamentary Inspector may review the Commission's acts and proceedings with respect to its consideration of such an allegation."
(2-6) Not applicable
Lotterywest:
(1) No. Lotterywest General Manager Corporate Services is responsible for the oversight and the appropriate responses with regard to any complaint lodged at Lotterywest
(2) Lotterywest has not received any formal complaints for the period in question.
(3-6) Not applicable
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Department of the Premier and Cabinet:
(1-2) There is no formal complaints management unit within the department. Any complaints are managed by and referred to a senior project officer in the department. In addition, the department receives communications from the public via correspondence and telephone, that are not specific to the department's activities. These matters are referred to Ministerial Offices or appropriate agencies such as the Ombudsman.
(3-6) Not applicable
Public Sector Commissioner:
(1) The Public Sector Commission (the Commission) does not have a complaints management unit. The Commission has a complaints management policy, which outlines the complaint handling process in respect to services and products provided by the Commission to any of its clients (including Government agencies).
(2) One
(3) Complaint against service.
(4) Complaint against the service provided by a Commission employee.
(5) One - complaint against service.
(6) Nil
Department of State Development:
(1) A contact person.
(2) One
(3) Suggestion.
(4) Access to link on Department's Website.
(5) See answer to part (3).
(6) Nil
Office of the Public Sector Standard Commissioner:
(1) The core business of OPSSC relates to complaints about Public Sector Standards. In drafting this reply, OPSSC has interpreted this question as applying to complaints about OPSSC or OPSSC staff and not complaints to OPSSC arising from its core function.
(2) One
(3-5) The one complaint related to the manner in which OPSSC handled a compliance matter.
(6) Nil
Governor's Establishment:
(1-6) Not applicable to Governor's Establishment
Gold Corporation:
(1) No
(2-6) Not applicable
Corruption and Crime Commission of WA:
(1) No.
Under section 196(4) of the
Corruption and Crime Commission Act 2003
the Commission is to: .... notify the Parliamentary Inspector whenever it receives an allegation that concerns, or may concern, an officer of the Commission and at any time the Parliamentary Inspector may review the Commission's acts and proceedings with respect to its consideration of such an allegation."
(2-6) Not applicable
Lotterywest:
(1) No. Lotterywest General Manager Corporate Services is responsible for the oversight and the appropriate responses with regard to any complaint lodged at Lotterywest
(2) Lotterywest has not received any formal complaints for the period in question.
(3-6) 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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