❓ Hon. Edwardes questions the Police and Emergency Services Minister about Complaint Management Systems (CMS) in agencies, compliance with Australian Standards, audits, surveys, and database assessments. The response details the status of CMS in FESA, WA Police, and the Department of Transport.
AnsweredQoN 1256Legislative Assembly
Asked
7 November 2001
Member
Portfolio
Police and Emergency Services; Minister assisting the Minister for Planning and Infrastructure
QuestionView source ↗
(b) how many of your agencies or departments have not got a CMS in place; (c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(g) since the operation of the CMS what assessment has been undertaken of the database?
(a) FESA has a Customer Feedback system in place which encompasses all forms of feedback including complaints. (b) N/A (c) Yes (d) N/A (e) No. FESA’s Customer Feedback system will be audited at the end of each financial year for annual reporting requirements. (f) FESA undertook benchmark research into staff and customer attitudes and perceptions towards the organisation prior to developing its Customer Service Charter and subsequent Customer Feedback system. A quarterly report is prepared on FESA’s Feedback system. (g) The first quarterly report is due to be presented to FESA’s Corporate Executive in January 2002. Western Australia Police Service (WAPS) (a) The Police Service has a Complaints Management System. (b) Not applicable (c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling. (d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
Western Australia Police Service (WAPS) (a) The Police Service has a Complaints Management System. (b) Not applicable (c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling. (d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(a) The Police Service has a Complaints Management System. (b) Not applicable (c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling. (d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(b) Not applicable (c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling. (d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling. (d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(g) since the operation of the CMS what assessment has been undertaken of the database?
(a) FESA has a Customer Feedback system in place which encompasses all forms of feedback including complaints. (b) N/A (c) Yes (d) N/A (e) No. FESA’s Customer Feedback system will be audited at the end of each financial year for annual reporting requirements. (f) FESA undertook benchmark research into staff and customer attitudes and perceptions towards the organisation prior to developing its Customer Service Charter and subsequent Customer Feedback system. A quarterly report is prepared on FESA’s Feedback system. (g) The first quarterly report is due to be presented to FESA’s Corporate Executive in January 2002. Western Australia Police Service (WAPS) (a) The Police Service has a Complaints Management System. (b) Not applicable (c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling. (d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
Western Australia Police Service (WAPS) (a) The Police Service has a Complaints Management System. (b) Not applicable (c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling. (d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(a) The Police Service has a Complaints Management System. (b) Not applicable (c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling. (d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(b) Not applicable (c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling. (d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling. (d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are: Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System. Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented. (e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission. (f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(f) No (g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review. Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
Department of Transport (a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
(a) N/A (b) Transport Licensing (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A
AnswerView source ↗
Answered
19 February 2002
Responded by
Minister for Police and Emergency Services; Minister assisting the Minister for Planning and Infrastructure
Response time
104 days
Fire and Emergency Services (FESA)
(a) FESA has a Customer Feedback system in place which encompasses all forms of feedback including complaints.
(b) N/A
(c) Yes
(d) N/A
(e) No. FESA’s Customer Feedback system will be audited at the end of each financial year for annual reporting requirements.
(f) FESA undertook benchmark research into staff and customer attitudes and perceptions towards the organisation prior to developing its Customer Service Charter and subsequent Customer Feedback system. A quarterly report is prepared on FESA’s Feedback system.
(g) The first quarterly report is due to be presented to FESA’s Corporate Executive in January 2002.
Western Australia Police Service (WAPS)
(a) The Police Service has a Complaints Management System.
(b) Not applicable
(c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling.
(d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are:
Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System.
Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented.
(e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission.
(f) No
(g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review.
Department of Transport
(a) N/A
(b) Transport Licensing
(c) N/A
(d) N/A
(e) N/A
(f) N/A
(g) N/A
(a) FESA has a Customer Feedback system in place which encompasses all forms of feedback including complaints.
(b) N/A
(c) Yes
(d) N/A
(e) No. FESA’s Customer Feedback system will be audited at the end of each financial year for annual reporting requirements.
(f) FESA undertook benchmark research into staff and customer attitudes and perceptions towards the organisation prior to developing its Customer Service Charter and subsequent Customer Feedback system. A quarterly report is prepared on FESA’s Feedback system.
(g) The first quarterly report is due to be presented to FESA’s Corporate Executive in January 2002.
Western Australia Police Service (WAPS)
(a) The Police Service has a Complaints Management System.
(b) Not applicable
(c) The Police Service Complaints Management System complies with most of the essential elements of the Australian Standard on Complaints Handling.
(d) The areas in which the Police Service does not comply with the Australian Standard on Complaints Handling are:
Actively seeking feedback – there is no system in place for actively surveying complainants, however, feedback from the State Ombudsman’s office who made an undertaking in 1998 to survey complaints which were dealt with by the Local Resolution process, provides some information in relation to consumer response to the Complaints Management System.
Written policy – The Police Service has written procedures and practices for the conducting of both major inquiries and Local Resolution matters included in the COPS manual. Policies which include the overall philosophy of complaint handling are not documented.
(e) All Police Service internal investigations arising from public complaints are subject to the scrutiny of the State Ombudsman, and, where issues are of a serious or significant nature, the Anti-Corruption Commission.
(f) No
(g) The Police Service has operated a Complaint Management System since 1987. A review and upgrade of the database was undertaken in 1994, and again in 1996. The current database is currently under review.
Department of Transport
(a) N/A
(b) Transport Licensing
(c) N/A
(d) N/A
(e) N/A
(f) N/A
(g) N/A
Explore WA Government Data
Search the full archive in the free dashboard, or query programmatically via API.
Explore more
Government Gazette
Appointments, regulatory notices, planning changes.
Hansard
Debates, questions, speeches and sentiment.
Tabled Papers
Reports and documents tabled in Parliament.
Committees
Committee profiles and recent reports.
Regulations
Subsidiary legislation with filters and summaries.
Bills
Proposed laws and parliamentary progress.
Acts
Current WA legislation and summaries.
Explanatory Memoranda
Bills with EMs (text/PDF) available.
Members
MP profiles, party breakdown and rankings.
Pollie Rankings
Data-driven rankings across 19 categories.
Amendment Chains
Track how schemes and regulations evolve over time.