❓ Mr. Kirkup asks about the number of complaints received, resolved, pending, and unresolved by departments and agencies under the Minister's portfolio for the 2016-17 and 2017-18 financial years. The answer provides a breakdown by department.
AnsweredQoN 3562Legislative Assembly
Asked
14 August 2018
Member
Portfolio
Child Protection; Women's Interests; Prevention of Family and Domestic Violence; Community Services
QuestionView source ↗
In respect of the Minister’s portfolio responsibilities for departments, agencies, and publicly owned corporations: (a) During the 2016–17 financial year: (i) How many complaints were received by the department; (ii) How many complaints were successfully resolved and closed; (iii) How many complaints are pending action; and (iv) How many complaints were unable to be resolved; and (b) During the 2017-18 financial year: (i) How many complaints were received by the department; (ii) How many complaints were successfully resolved and closed; (iii) How many complaints are pending action; and (iv) How many complaints were unable to be resolved?
AnswerView source ↗
Answered
18 September 2018
Responded by
Minister for Child Protection; Women's Interests; Prevention of Family and Domestic Violence; Community Services
Response time
9 days
This answer covers multiple Ministers’ portfolios, including Disability Services, Seniors and Ageing, Volunteering, Housing, Veterans Issues, Youth, as well as my Child Protection, Women’s Interests, Prevention of Family and Domestic Violence and Community Services portfolios.
This answer also encompasses the Department of Communities and the legacy agencies whose functions were amalgamated into the Department of Communities from 1 July 2017.
The disparity in scale and number of complaints is associated with the processes and criteria for reporting complaints which have been inherited from the legacy agencies. These processes and criteria are still currently upheld by the Department of Communities.
(a) In the 2016–17 financial year, the Department of Communities’ legacy agencies received the following formal complaints:
DEPARTMENT FOR CHILD PROTECTION AND FAMILY SUPPORT
(i) 473
(ii) 473
(iii) Nil
(iv) Not applicable
HOUSING AUTHORITY
(i)-(ii) 773
(iii)-(iv) Nil
DISABILITY SERVICES COMMISSION
(i) 67
(ii) 26 resolved to complaints satisfaction, 15 neither agree or disagree, 23 did not respond.
(iii) Nil
(iv) Resolution was offered to all, three not resolved to complainant’s satisfaction.
DEPARTMENT OF LOCAL GOVERNMENT AND COMMUNITIES
(i)– Nil
(ii) – (iv) – Not applicable
(b) During the 2017–18 financial year, the Department of Communities received formal complaints applicable to the following Ministerial portfolios:
CHILD PROTECTION
(i) 357
(ii) 341
(iii) 16
(iv) Unable to determine.
HOUSING
(i)-(ii) 781
(iii)-(iv) Nil
DISABILITY SERVICES
(i) 30
(ii) 18 resolved to complainant’s satisfaction. One complainant neither agreed or disagreed; seven complainants did not respond.
(iii) Nil pending action. Two complaints remain open, with action having been taken and the Department of Communities awaiting response from the complainants.
(iv) Resolution was offered to all. Two complaints were not resolved to complainant’s satisfaction.
This answer also encompasses the Department of Communities and the legacy agencies whose functions were amalgamated into the Department of Communities from 1 July 2017.
The disparity in scale and number of complaints is associated with the processes and criteria for reporting complaints which have been inherited from the legacy agencies. These processes and criteria are still currently upheld by the Department of Communities.
(a) In the 2016–17 financial year, the Department of Communities’ legacy agencies received the following formal complaints:
DEPARTMENT FOR CHILD PROTECTION AND FAMILY SUPPORT
(i) 473
(ii) 473
(iii) Nil
(iv) Not applicable
HOUSING AUTHORITY
(i)-(ii) 773
(iii)-(iv) Nil
DISABILITY SERVICES COMMISSION
(i) 67
(ii) 26 resolved to complaints satisfaction, 15 neither agree or disagree, 23 did not respond.
(iii) Nil
(iv) Resolution was offered to all, three not resolved to complainant’s satisfaction.
DEPARTMENT OF LOCAL GOVERNMENT AND COMMUNITIES
(i)– Nil
(ii) – (iv) – Not applicable
(b) During the 2017–18 financial year, the Department of Communities received formal complaints applicable to the following Ministerial portfolios:
CHILD PROTECTION
(i) 357
(ii) 341
(iii) 16
(iv) Unable to determine.
HOUSING
(i)-(ii) 781
(iii)-(iv) Nil
DISABILITY SERVICES
(i) 30
(ii) 18 resolved to complainant’s satisfaction. One complainant neither agreed or disagreed; seven complainants did not respond.
(iii) Nil pending action. Two complaints remain open, with action having been taken and the Department of Communities awaiting response from the complainants.
(iv) Resolution was offered to all. Two complaints were not resolved to complainant’s satisfaction.
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