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❓ The answer outlines the benefits of the Department of Education and Training's Complaints Management Unit (CMU) since its establishment, including improved coordination, consistency, and data analysis in handling complaints, leading to increased awareness and support for schools.

AnsweredQoN 2878Legislative Assembly

Asked

1 June 2004

Member

Dr E. Constable

Portfolio

Education and Training

QuestionView source ↗

How has the operation of the Department of Education and Training Complaints Management Unit led to an improvement in the management of schools since the Unit was established?

AnswerView source ↗

Answered

25 August 2004

Responded by

Minister for Education and Training

Response time

85 days

Prior to the establishment of the Complaints Management Unit (CMU), complaints management was the responsibility of a number of areas across the Department and as such lacked coordination, consistency of approach and a process for analysis of system data for strategic improvement purposes. Significant delays in responding to, and managing complaints was also being experienced. Many of these problems were identified in the Auditor General?s Report, 2001. BENEFITS 1. The CMU coordinates complaints management across the system to ensure that complaints are managed at the appropriate site in a timely and consistent manner. 2. Schools now have a central point of contact through which they can obtain consistent advice and support in managing complaints. 3. The development of a database to record and analyse complaints data has resulted in increase awareness by school personnel of the significant issues that are being raised across the system and the relevant action required to better manage them at the school level. 4. The feedback from parents suggests growing confidence that processes are now in place that ensure their complaints are being addressed in a consistent and timely manner. 5. The following support has been provided to schools as a direct result of the work of the CMU: ? Provision of professional development to Schools, Administrator groups and District office personnel on best practice complaints management processes; ? Provision of advice and support to schools and districts with respect to the Whole of Government Strategy for Complaints Handling; ? Review of departmental complaints policies and the development of an Employee Complaints policy to facilitate complaints management at the local level; ? Dissemination of support documentation to schools in relation to managing their complaints management responsibilities in an effective and timely manner. 6. Procedures have been implemented to increase school accountability and enhance parent and community confidence in the complaints management procedures at the school level: ? complaints management is now part of the school review process, and; ? forms a part of the school audit process. 7. The CMU also has a quality assurance role with respect to alleged breaches of Public Sector Standards, substandard performance processes and matters associated with the Equal Opportunity Commission and Tribunal. This role helps to ensure that the management of such matters at the school level is timely and in accordance with relevant processes.

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