❓ A WA parliamentary question on notice requests a breakdown of complaints received by the Department for Child Protection, including categories, nature, volume, and referrals to the Corruption and Crime Commission (CCC). The answer provides detailed information on complaints management.
AnsweredQoN 1077Legislative Council
QuestionView source ↗
For each Department and Agency within the Minister’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
8 September 2009
Responded by
Minister for Child Protection
Response time
28 days
(1) The Department for Child Protection has a Complaints Management Unit that receives case practice and general complaints. The Department's Integrity and Standards Unit receives complaints relating to misconduct.
(2) Complaints Management Unit - 179; Integrity and Standards Unit - 118.
(3) Complaints Management Unit: Child Protection Services, Children in Care Services, Family/Individual Support Services, Other, Staff Misconduct.
Integrity and Standards Unit: Personal Behaviour, Communication and Disclosure of Official Information, Fraud and Corrupt Behaviour, Use of Public Resources, Record Keeping and Use of Information, Conflict of Interest.
(4) Complaints Management Unit: Child Protection Services includes complaints regarding any services or decisions relating to the assessment and intervention of child protection matters (e.g. lack of investigation or dispute of the outcome of investigation).
Children in Care Services includes complaints regarding any services or decisions relating to children in the care of the CEO (e.g. contact arrangements, placement services).
Family Individual Support Services includes complaints regarding the lack of provision of social services as outlined in section 3 and section 223 of the Children and Community Services Act (e.g. financial assistance, counselling services).
Other: Complaints that do not fit within the above categories.
Staff Misconduct: Complaints alleging that an officer's conduct could reasonably meet the definition of misconduct.
Integrity and Standards Unit: Personal Behaviour includes complaints of inappropriate physical contact with children, both sexual and non sexual, inappropriate or unprofessional conduct towards clients or colleagues and neglect of duty.
Communications and Disclosure of Official Information includes complaints regarding breaches of confidentiality.
Fraud and Corrupt behaviour includes complaints of theft and fraud.
Use of Public Resources includes complaints regarding the misuse of Government vehicles, telephones, email and other electronic communication facilities.
Record Keeping and Use of Information includes complaints regarding falsification of records and information security.
Conflict of Interest includes complaints regarding unapproved secondary employment and breaches of procurement or purchasing processes, recruitment, gifts and gratuities.
(5) Complaints Management Unit: Child Protection Services (54); Children in Care Services (104); Family Individual Support Services (12); Other (2); Staff Misconduct (7).
Integrity and Standards Unit: Personal Behaviour (73); Communication and Disclosure of Official Information (11); Fraud and Corrupt Behaviour (5); Use of Public Resources (11); Record Keeping and Use of Information (13); Conflict of Interest (5).
(6) Complaints Management Unit - Nil
Integrity and Standards Unit - Nil, however all were notified to the CCC.
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(2) Complaints Management Unit - 179; Integrity and Standards Unit - 118.
(3) Complaints Management Unit: Child Protection Services, Children in Care Services, Family/Individual Support Services, Other, Staff Misconduct.
Integrity and Standards Unit: Personal Behaviour, Communication and Disclosure of Official Information, Fraud and Corrupt Behaviour, Use of Public Resources, Record Keeping and Use of Information, Conflict of Interest.
(4) Complaints Management Unit: Child Protection Services includes complaints regarding any services or decisions relating to the assessment and intervention of child protection matters (e.g. lack of investigation or dispute of the outcome of investigation).
Children in Care Services includes complaints regarding any services or decisions relating to children in the care of the CEO (e.g. contact arrangements, placement services).
Family Individual Support Services includes complaints regarding the lack of provision of social services as outlined in section 3 and section 223 of the Children and Community Services Act (e.g. financial assistance, counselling services).
Other: Complaints that do not fit within the above categories.
Staff Misconduct: Complaints alleging that an officer's conduct could reasonably meet the definition of misconduct.
Integrity and Standards Unit: Personal Behaviour includes complaints of inappropriate physical contact with children, both sexual and non sexual, inappropriate or unprofessional conduct towards clients or colleagues and neglect of duty.
Communications and Disclosure of Official Information includes complaints regarding breaches of confidentiality.
Fraud and Corrupt behaviour includes complaints of theft and fraud.
Use of Public Resources includes complaints regarding the misuse of Government vehicles, telephones, email and other electronic communication facilities.
Record Keeping and Use of Information includes complaints regarding falsification of records and information security.
Conflict of Interest includes complaints regarding unapproved secondary employment and breaches of procurement or purchasing processes, recruitment, gifts and gratuities.
(5) Complaints Management Unit: Child Protection Services (54); Children in Care Services (104); Family Individual Support Services (12); Other (2); Staff Misconduct (7).
Integrity and Standards Unit: Personal Behaviour (73); Communication and Disclosure of Official Information (11); Fraud and Corrupt Behaviour (5); Use of Public Resources (11); Record Keeping and Use of Information (13); Conflict of Interest (5).
(6) Complaints Management Unit - Nil
Integrity and Standards Unit - Nil, however all were notified to the CCC.
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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