❓ A WA parliamentary question on notice regarding the Education and Training portfolio, specifically concerning the handling of complaints received by a dedicated unit. The questions cover the number of complaints, referral processes, required responses from schools, and average resolution times.
AnsweredQoN 1928Legislative Assembly
QuestionView source ↗
(b) how many complaints have been received by the Unit since its establishment; (c) how many complaints are referred back to the school level for resolution; (d) when a complaint is referred back to the school, what does the Unit require the school to do by way of formal response; and (e) what is the average time taken to resolve complaints received by the Unit?
(c) how many complaints are referred back to the school level for resolution; (d) when a complaint is referred back to the school, what does the Unit require the school to do by way of formal response; and (e) what is the average time taken to resolve complaints received by the Unit?
(d) when a complaint is referred back to the school, what does the Unit require the school to do by way of formal response; and (e) what is the average time taken to resolve complaints received by the Unit?
(e) what is the average time taken to resolve complaints received by the Unit?
(b) As at 25 September 2003, 572 complaints have been logged as being received by the Unit (c) 137 complaints have been referred to the appropriate district education office to address and eight have been referred to the appropriate school to address. (d) The Unit requests that the Principal or the Director, Schools consider the matters raised in the correspondence and respond directly to the complainant. The nature of the response depends upon the relevant circumstances. The complainant receives notification that this referral has occurred. (e) Of the 492 finalised matters, the average number of working days to complete a complaint is 54. These complaints include claims of unlawful discrimination forwarded by the Equal Opportunity Commission, formal discipline proceedings, substandard performance allegations, Public Sector Standards and Ombudsman inquiries. Each of these more serious complaints take considerable time to finalise due to research and legislative requirements.
(c) 137 complaints have been referred to the appropriate district education office to address and eight have been referred to the appropriate school to address. (d) The Unit requests that the Principal or the Director, Schools consider the matters raised in the correspondence and respond directly to the complainant. The nature of the response depends upon the relevant circumstances. The complainant receives notification that this referral has occurred. (e) Of the 492 finalised matters, the average number of working days to complete a complaint is 54. These complaints include claims of unlawful discrimination forwarded by the Equal Opportunity Commission, formal discipline proceedings, substandard performance allegations, Public Sector Standards and Ombudsman inquiries. Each of these more serious complaints take considerable time to finalise due to research and legislative requirements.
(d) The Unit requests that the Principal or the Director, Schools consider the matters raised in the correspondence and respond directly to the complainant. The nature of the response depends upon the relevant circumstances. The complainant receives notification that this referral has occurred. (e) Of the 492 finalised matters, the average number of working days to complete a complaint is 54. These complaints include claims of unlawful discrimination forwarded by the Equal Opportunity Commission, formal discipline proceedings, substandard performance allegations, Public Sector Standards and Ombudsman inquiries. Each of these more serious complaints take considerable time to finalise due to research and legislative requirements.
(e) Of the 492 finalised matters, the average number of working days to complete a complaint is 54. These complaints include claims of unlawful discrimination forwarded by the Equal Opportunity Commission, formal discipline proceedings, substandard performance allegations, Public Sector Standards and Ombudsman inquiries. Each of these more serious complaints take considerable time to finalise due to research and legislative requirements.
(c) how many complaints are referred back to the school level for resolution; (d) when a complaint is referred back to the school, what does the Unit require the school to do by way of formal response; and (e) what is the average time taken to resolve complaints received by the Unit?
(d) when a complaint is referred back to the school, what does the Unit require the school to do by way of formal response; and (e) what is the average time taken to resolve complaints received by the Unit?
(e) what is the average time taken to resolve complaints received by the Unit?
(b) As at 25 September 2003, 572 complaints have been logged as being received by the Unit (c) 137 complaints have been referred to the appropriate district education office to address and eight have been referred to the appropriate school to address. (d) The Unit requests that the Principal or the Director, Schools consider the matters raised in the correspondence and respond directly to the complainant. The nature of the response depends upon the relevant circumstances. The complainant receives notification that this referral has occurred. (e) Of the 492 finalised matters, the average number of working days to complete a complaint is 54. These complaints include claims of unlawful discrimination forwarded by the Equal Opportunity Commission, formal discipline proceedings, substandard performance allegations, Public Sector Standards and Ombudsman inquiries. Each of these more serious complaints take considerable time to finalise due to research and legislative requirements.
(c) 137 complaints have been referred to the appropriate district education office to address and eight have been referred to the appropriate school to address. (d) The Unit requests that the Principal or the Director, Schools consider the matters raised in the correspondence and respond directly to the complainant. The nature of the response depends upon the relevant circumstances. The complainant receives notification that this referral has occurred. (e) Of the 492 finalised matters, the average number of working days to complete a complaint is 54. These complaints include claims of unlawful discrimination forwarded by the Equal Opportunity Commission, formal discipline proceedings, substandard performance allegations, Public Sector Standards and Ombudsman inquiries. Each of these more serious complaints take considerable time to finalise due to research and legislative requirements.
(d) The Unit requests that the Principal or the Director, Schools consider the matters raised in the correspondence and respond directly to the complainant. The nature of the response depends upon the relevant circumstances. The complainant receives notification that this referral has occurred. (e) Of the 492 finalised matters, the average number of working days to complete a complaint is 54. These complaints include claims of unlawful discrimination forwarded by the Equal Opportunity Commission, formal discipline proceedings, substandard performance allegations, Public Sector Standards and Ombudsman inquiries. Each of these more serious complaints take considerable time to finalise due to research and legislative requirements.
(e) Of the 492 finalised matters, the average number of working days to complete a complaint is 54. These complaints include claims of unlawful discrimination forwarded by the Equal Opportunity Commission, formal discipline proceedings, substandard performance allegations, Public Sector Standards and Ombudsman inquiries. Each of these more serious complaints take considerable time to finalise due to research and legislative requirements.
AnswerView source ↗
Answered
4 December 2003
Responded by
Minister for Education and Training
Response time
79 days
(a) The Unit commenced operations in February 2002
(b) As at 25 September 2003, 572 complaints have been logged as being received by the Unit
(c) 137 complaints have been referred to the appropriate district education office to address and eight have been referred to the appropriate school to address.
(d) The Unit requests that the Principal or the Director, Schools consider the matters raised in the correspondence and respond directly to the complainant. The nature of the response depends upon the relevant circumstances. The complainant receives notification that this referral has occurred.
(e) Of the 492 finalised matters, the average number of working days to complete a complaint is 54. These complaints include claims of unlawful discrimination forwarded by the Equal Opportunity Commission, formal discipline proceedings, substandard performance allegations, Public Sector Standards and Ombudsman inquiries. Each of these more serious complaints take considerable time to finalise due to research and legislative requirements.
(b) As at 25 September 2003, 572 complaints have been logged as being received by the Unit
(c) 137 complaints have been referred to the appropriate district education office to address and eight have been referred to the appropriate school to address.
(d) The Unit requests that the Principal or the Director, Schools consider the matters raised in the correspondence and respond directly to the complainant. The nature of the response depends upon the relevant circumstances. The complainant receives notification that this referral has occurred.
(e) Of the 492 finalised matters, the average number of working days to complete a complaint is 54. These complaints include claims of unlawful discrimination forwarded by the Equal Opportunity Commission, formal discipline proceedings, substandard performance allegations, Public Sector Standards and Ombudsman inquiries. Each of these more serious complaints take considerable time to finalise due to research and legislative requirements.
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