❓ A WA parliamentary question on notice requests information on complaints management within the Tourism portfolio, specifically Tourism WA and the Rottnest Island Authority, including the number, categories, nature, and investigation status of complaints received since September 2008. The Rottnest Island Authority received 153 complaints, while Tourism WA received none.
AnsweredQoN 1293Legislative 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 Corruption and Crime Commission?
(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 Corruption and Crime Commission?
AnswerView source ↗
Answered
25 November 2009
Responded by
Minister for Environment representing the Minister for Tourism
Response time
35 days
For Tourism WA
(1) No. However, the complaints function is undertaken by the Executive Services Unit.
(2) Nil
(3) - (6) Not applicable
For the Rottnest Island Authority
(1) No. However, the agency has one Complaint's Coordinator (0.3 of FTE position).
(2) 153
(3) - (6)
(3)
(4)
(5)
(6)
Accommodation
· Cleaning
· Booking process
· Check in
· Obstructed views
· Payment policy or prices
· Missing inventory
· TV reception
· Pest infestations (e.g. mice, cockroaches, ants)
81
0
Customer Service
· RIA staff
8
0
Commercial Business (e.g. Rottnest Lodge, Hotel, bakery, general store, fun park, ferry services)
· Prices too high
· Quality not satisfactory
· Customer Service
· Need upgrading
11
0
Infringements/Evictions
· Dispute of infringement or eviction
10
0
Boats/Moorings
· Shared mooring policies
· Change to online bookings procedures
· Beach anchoring - not enough/too much
8
0
Antisocial Behaviour
· Primarily related to group bookings at Kingstown
7
0
Public areas/Island Amenities
· Quokka - numbers or mistreatment
· Condition of public toilets
· More shelter
· Too many vehicles
· Business closures (during refurbishments)
· Too many seagulls
· Bus service schedule
19
0
Luggage
· Lost or misplaced luggage
· Delays in delivery
9
0
Total
153
0
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(1) No. However, the complaints function is undertaken by the Executive Services Unit.
(2) Nil
(3) - (6) Not applicable
For the Rottnest Island Authority
(1) No. However, the agency has one Complaint's Coordinator (0.3 of FTE position).
(2) 153
(3) - (6)
(3)
(4)
(5)
(6)
Accommodation
· Cleaning
· Booking process
· Check in
· Obstructed views
· Payment policy or prices
· Missing inventory
· TV reception
· Pest infestations (e.g. mice, cockroaches, ants)
81
0
Customer Service
· RIA staff
8
0
Commercial Business (e.g. Rottnest Lodge, Hotel, bakery, general store, fun park, ferry services)
· Prices too high
· Quality not satisfactory
· Customer Service
· Need upgrading
11
0
Infringements/Evictions
· Dispute of infringement or eviction
10
0
Boats/Moorings
· Shared mooring policies
· Change to online bookings procedures
· Beach anchoring - not enough/too much
8
0
Antisocial Behaviour
· Primarily related to group bookings at Kingstown
7
0
Public areas/Island Amenities
· Quokka - numbers or mistreatment
· Condition of public toilets
· More shelter
· Too many vehicles
· Business closures (during refurbishments)
· Too many seagulls
· Bus service schedule
19
0
Luggage
· Lost or misplaced luggage
· Delays in delivery
9
0
Total
153
0
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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