❓ Mr. Huston requests detailed information on the Public Sector Commission's customer service charters and standards since 2017, including amendments, consultation processes, and response time changes. The Premier's office declined to provide the information, citing unreasonable resource demands.
AnsweredQoN 927Legislative Assembly
QuestionView source ↗
I refer to the Premier’s responsibility for the Public Sector Commissioner, and I ask: (a) Please table all versions, since 2017, of any customer service charters, standards, or equivalent guidelines issued by the Public Sector Commission in relation to its dealings with members of the public and with public sector officers: (i) For each version identified: (A) What were the reasons for any amendments or changes, and who authorised them; and (B) What forms of public or stakeholder consultation, if any, took place before adopting the changes; and (C) If no consultation occurred, how does the Public Sector Commission justify this in light of the Public Sector Charter; and (ii) In respect of changes to specified timeframes or service expectations since 2017: (A) What changes have been made to the expected response times for Commission officers replying to written correspondence, including emails? (B) What changes have been made to the expected response times for Commission officers returning telephone calls from the public? (C) What changes have been made to follow-up timeframes after an initial inquiry from the public? (D) To what extent are Commission-set customer service standards intended to apply to other WA public sector agencies, and if they are not, why not, given the principles set out in the WA Public Sector Charter?
AnswerView source ↗
Answered
18 November 2025
Response time
7 days
The amount of detailed information requested is not readily available and would require significant manual resources and time to collate and prepare, which would divert staff away from their normal duties. It is not considered to be a reasonable or appropriate use of government resources to provide this level of information.
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