❓ Mr. Kirkup asks about the number and resolution status of complaints received by Emergency Services and Corrective Services departments in WA for the 2016-17 and 2017-18 financial years. The response reveals incomplete complaint tracking by DFES in 2016-17.
AnsweredQoN 3553Legislative Assembly
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 Emergency Services; Corrective Services
Response time
9 days
The Office of the Inspector of Custodial Services advises:
Nil.
The Department of Fire and Emergency Services advises:
Only complaints received via the Customer Feedback System have been included in this response.
(a) For the 2016-17 financial year:
(i) 60 complaints were received through the Customer Feedback System;
(ii) – (iv) Unknown. This information was not recorded.
(b) For the 2017-18 financial year:
(i) 60 complaints were received through the Customer Feedback System;
(ii) 59 complaints have been closed, this figure includes items where further information was requested in order to proceed with the complaint but no response was received.
(iii) 1 complaint is still being addressed; and
(iv) No complaints were unable to be resolved.
For the Department of Justice please see Legislative Assembly Question on Notice 3555.
Nil.
The Department of Fire and Emergency Services advises:
Only complaints received via the Customer Feedback System have been included in this response.
(a) For the 2016-17 financial year:
(i) 60 complaints were received through the Customer Feedback System;
(ii) – (iv) Unknown. This information was not recorded.
(b) For the 2017-18 financial year:
(i) 60 complaints were received through the Customer Feedback System;
(ii) 59 complaints have been closed, this figure includes items where further information was requested in order to proceed with the complaint but no response was received.
(iii) 1 complaint is still being addressed; and
(iv) No complaints were unable to be resolved.
For the Department of Justice please see Legislative Assembly Question on Notice 3555.
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