❓ Hon Giz Watson questions the Office of Health Review (OHR) regarding non-compliant complaints, assistance for vulnerable complainants, reasons for non-compliance, and measures to reduce non-compliance and prevent complainants from abandoning their complaints. The answer was tabled separately.
AnsweredQoN 3234Legislative Council
QuestionView source ↗
I refer to the Office of Health Review Annual (OHR) report 2009-2010, especially at pages 14 to 18, and ask -
(1) Regarding the 520 out of 2349 new complaints that did not comply with the Act -
(a) what assistance is provided by the OHR to people who may have difficulty in making a complaint that complies with the Act, including but not limited to -
(i) people from a non-English speaking background;
(ii) children;
(iii) people with mental health issues; and
(iv) people with literacy issues?
(b) of the 520 non-compliant complaints -
(i) how many were outside the prescribed time limit;
(ii) how many were due to people not providing essential information required to progress the matter;
(iii) what were the other reasons for non-compliance; and
(iv) regarding the answer to (1)(b)(iii), how many were due to each of the reasons identified?
(2) What reasons have been identified by the OHR for the failures referred to in the answers to (1)(b)(i)-(iv)?
(3) What is the OHR doing to reduce the number of non-compliant complaints?
(4) How successful have those measures been?
(5) Given that a further 563 complaints were referred back to the service provider, and that of the 2349 complaints received the OHR resolved 415 complaints at intake and 145 complaints via conciliation, what mechanisms does the OHR have in place to minimise the risk of complainants giving up on their complaint before it is addressed?
(1) Regarding the 520 out of 2349 new complaints that did not comply with the Act -
(a) what assistance is provided by the OHR to people who may have difficulty in making a complaint that complies with the Act, including but not limited to -
(i) people from a non-English speaking background;
(ii) children;
(iii) people with mental health issues; and
(iv) people with literacy issues?
(b) of the 520 non-compliant complaints -
(i) how many were outside the prescribed time limit;
(ii) how many were due to people not providing essential information required to progress the matter;
(iii) what were the other reasons for non-compliance; and
(iv) regarding the answer to (1)(b)(iii), how many were due to each of the reasons identified?
(2) What reasons have been identified by the OHR for the failures referred to in the answers to (1)(b)(i)-(iv)?
(3) What is the OHR doing to reduce the number of non-compliant complaints?
(4) How successful have those measures been?
(5) Given that a further 563 complaints were referred back to the service provider, and that of the 2349 complaints received the OHR resolved 415 complaints at intake and 145 complaints via conciliation, what mechanisms does the OHR have in place to minimise the risk of complainants giving up on their complaint before it is addressed?
AnswerView source ↗
Answered
14 February 2011
Responded by
Minister for Transport representing the Minister for Health
Response time
74 days
(1-5) [See tabled paper no]
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