❓ A WA parliamentary question seeks detailed information on complaints management within the Minister for Culture and the Arts' portfolio, including the number, categories, nature, and investigation status of complaints received by various agencies since September 2008. The response provides a breakdown of complaints for each agency, revealing issues ranging from website errors to dissatisfaction with museum facilities and theatre programming.
AnsweredQoN 1310Legislative 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
1 March 2010
Responded by
Minister for Child Protection representing the Minister for Culture and the Arts
Response time
131 days
Department of Culture and the Arts
(1) Yes
(2) Three
(3) - Register of Peers and Freedom of Information;
- situate
International Public Art Competition; and
- Assessment process of the Artsource residency program.
(4) Register of Peers (which is not published) and a Freedom of Information statement
were missing from the website.
The $1million prize money awarded for a piece of public art.
A perceived conflict of interest of the Artsource assessment panel.
(5) One in each
(6) Nil
ScreenWest
(1) Yes
(2) Five
(3) - Complaint about a decision/recommendation;
- Complaint about accuracy of information;
- Complaint about an administrative process;
- ScreenWest advice; and
- Complaint about WA crew and WA as film location.
(4) Disagreed with the panel's recommendation and refused ScreenWest's offer of
funding;
Claimed that a ScreenWest article incorrectly credited the wrong person as Director
of Photography;
Claimed that were not advised of timeframe for decision notification;
Complained that were not notified of change in scheme deadline; and
Complaint about WA crew members and WA as a filming location.
(5) One in each
(6) Nil
WA Museum
(1) Yes
(2) 831
(3) -Welcome Walls;
- Site closures;
- Facilities Management;
- Marketing and Public Programs; and
- Exhibition and Design.
(4) Site Closures: Disappointed sites are closed one day a week and the Fremantle
History Museum has closed permanently.
Facilities Management: Temperature of galleries and possible OH&S risks.
Marketing: Lack of marketing
Public Programs: Lack of marketing of programs and lack of new programs;
Exhibition and Design: Poor signage; and
Welcome Walls: Delays to the project and lack of communication to registrants.
(5) Welcome Walls - 800;
Wednesday closures - 8; and Fremantle History Museum Closures - 6;
Facilities Management - 5;
Exhibition and Design - 8;
Marketing - 2; and Public Programs - 2
(6) Nil.
State Library of Western Australia
(1) No. All complaints received by the State Library of Western Australia are managed by a senior member of staff.
(2) 158
(3) - Staff;
- Maintenance;
- Technology;
- Facilities;
- Disturbances;
- Services;
- Collections; and Other.
(4)
Staff
Skill levels, Attitude
Maintenance,
Repairs, Cleaning
Technology,
Availability, Ease of use, Access
Facilities, A
vailability, Storage, Security, Access
Disturbances,
Noise, Other clients, Events
Services,
Fees charged, Availability
Collections,
Availability, Condition, Access, Range
Other,
Access, Supervision, Security, Communication
(5) Staff - 15
Maintenance - 11
Technology - 45
Facilities - 19
Disturbances - 20
Services - 25
Collections - 12; and Other - 11
(6) Nil
Perth Theatre Trust
(1) Yes
(2) 58
(3) - Facilities;
- Programming;
- Service;
- Sound;
- Seating;
- Ticketing; and Other
(4)
Facilities -
Relating to the venue/building's amenities - eg, toilets;
Programming -
Disapproval of the performance content being staged, Patron interpreting the quality of the performance to be poor, believing the performance/content to be different to that of which they have previously experienced;
Service -
Dissatisfaction with range of, or timely access to, food and beverage conveniences provided by venue (ie. Slow service at the bar during interval); the lack of, or inappropriate level of assistance provided to patrons from entry of venue until they are seated and from their seats to their exit of the venue grounds at the conclusion of the performance (Front of House staff, ushers etc).
Sound -
Patrons feeling that the volume of the (amplified or acoustic) sound at a venue was inadequate or in excess, Patron only able to hear parts of the performance (ie. poor choice of amplification levels or 'mix').
Seating -
Patrons unhappy with the view of the performance, given the location of their seats within the auditorium, Patron deeming the design of the seats within the venue to be inappropriate (ie. Too small, to close to the seat in front, uncomfortable to sit in for duration of the performance).
Ticketing -
Lack of information sought by the patron (ie, duration of performance, entry not permitted once performance has begun), Disapproval of (lack of) age restrictions placed on patrons attending performances (noisy school groups).
Other -
Complaints relating to car park facilities in the vicinity of the venue, Complaints regarding the behaviour of other patrons, Complaints regarding merchandise sales (responsibility of the hirer, not the venue).
(4) Facilities - 2;
Programming -5;
Service - 11;
Sound - 6;
Seating - 8;
Ticketing - 2; and Other - 24
(5) Nil
A
rt Gallery of Western Australia; State Records Office advises
(1) No
(2- 6) Not applicable
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(1) Yes
(2) Three
(3) - Register of Peers and Freedom of Information;
- situate
International Public Art Competition; and
- Assessment process of the Artsource residency program.
(4) Register of Peers (which is not published) and a Freedom of Information statement
were missing from the website.
The $1million prize money awarded for a piece of public art.
A perceived conflict of interest of the Artsource assessment panel.
(5) One in each
(6) Nil
ScreenWest
(1) Yes
(2) Five
(3) - Complaint about a decision/recommendation;
- Complaint about accuracy of information;
- Complaint about an administrative process;
- ScreenWest advice; and
- Complaint about WA crew and WA as film location.
(4) Disagreed with the panel's recommendation and refused ScreenWest's offer of
funding;
Claimed that a ScreenWest article incorrectly credited the wrong person as Director
of Photography;
Claimed that were not advised of timeframe for decision notification;
Complained that were not notified of change in scheme deadline; and
Complaint about WA crew members and WA as a filming location.
(5) One in each
(6) Nil
WA Museum
(1) Yes
(2) 831
(3) -Welcome Walls;
- Site closures;
- Facilities Management;
- Marketing and Public Programs; and
- Exhibition and Design.
(4) Site Closures: Disappointed sites are closed one day a week and the Fremantle
History Museum has closed permanently.
Facilities Management: Temperature of galleries and possible OH&S risks.
Marketing: Lack of marketing
Public Programs: Lack of marketing of programs and lack of new programs;
Exhibition and Design: Poor signage; and
Welcome Walls: Delays to the project and lack of communication to registrants.
(5) Welcome Walls - 800;
Wednesday closures - 8; and Fremantle History Museum Closures - 6;
Facilities Management - 5;
Exhibition and Design - 8;
Marketing - 2; and Public Programs - 2
(6) Nil.
State Library of Western Australia
(1) No. All complaints received by the State Library of Western Australia are managed by a senior member of staff.
(2) 158
(3) - Staff;
- Maintenance;
- Technology;
- Facilities;
- Disturbances;
- Services;
- Collections; and Other.
(4)
Staff
Skill levels, Attitude
Maintenance,
Repairs, Cleaning
Technology,
Availability, Ease of use, Access
Facilities, A
vailability, Storage, Security, Access
Disturbances,
Noise, Other clients, Events
Services,
Fees charged, Availability
Collections,
Availability, Condition, Access, Range
Other,
Access, Supervision, Security, Communication
(5) Staff - 15
Maintenance - 11
Technology - 45
Facilities - 19
Disturbances - 20
Services - 25
Collections - 12; and Other - 11
(6) Nil
Perth Theatre Trust
(1) Yes
(2) 58
(3) - Facilities;
- Programming;
- Service;
- Sound;
- Seating;
- Ticketing; and Other
(4)
Facilities -
Relating to the venue/building's amenities - eg, toilets;
Programming -
Disapproval of the performance content being staged, Patron interpreting the quality of the performance to be poor, believing the performance/content to be different to that of which they have previously experienced;
Service -
Dissatisfaction with range of, or timely access to, food and beverage conveniences provided by venue (ie. Slow service at the bar during interval); the lack of, or inappropriate level of assistance provided to patrons from entry of venue until they are seated and from their seats to their exit of the venue grounds at the conclusion of the performance (Front of House staff, ushers etc).
Sound -
Patrons feeling that the volume of the (amplified or acoustic) sound at a venue was inadequate or in excess, Patron only able to hear parts of the performance (ie. poor choice of amplification levels or 'mix').
Seating -
Patrons unhappy with the view of the performance, given the location of their seats within the auditorium, Patron deeming the design of the seats within the venue to be inappropriate (ie. Too small, to close to the seat in front, uncomfortable to sit in for duration of the performance).
Ticketing -
Lack of information sought by the patron (ie, duration of performance, entry not permitted once performance has begun), Disapproval of (lack of) age restrictions placed on patrons attending performances (noisy school groups).
Other -
Complaints relating to car park facilities in the vicinity of the venue, Complaints regarding the behaviour of other patrons, Complaints regarding merchandise sales (responsibility of the hirer, not the venue).
(4) Facilities - 2;
Programming -5;
Service - 11;
Sound - 6;
Seating - 8;
Ticketing - 2; and Other - 24
(5) Nil
A
rt Gallery of Western Australia; State Records Office advises
(1) No
(2- 6) Not applicable
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
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