❓ A WA parliamentary question on notice from 2001 inquiring about the implementation and compliance of Complaints Management Systems (CMS) within agencies under the Agriculture, Forestry and Fisheries; the Midwest, Wheatbelt and Great Southern portfolio. The response details the status of CMS implementation across various departments and commissions.
AnsweredQoN 1262Legislative Assembly
Asked
7 November 2001
Member
Portfolio
Agriculture, Forestry and Fisheries; the Midwest, Wheatbelt and Great Southern
QuestionView source ↗
(b) how many of your agencies or departments have not got a CMS in place; (c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(g) since the operation of the CMS what assessment has been undertaken of the database?
(a) The Department of Agriculture does not have a single electronic complaints management system. However, it has a number of complaints policies and procedures and manual systems in place. This situation is under review. (b) Not applicable (c) Yes (d) As part of the review elements 5 (access) and 11 (systematic and recurring problems) are being improved (e) No (f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) Not applicable (c) Yes (d) As part of the review elements 5 (access) and 11 (systematic and recurring problems) are being improved (e) No (f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(c) Yes (d) As part of the review elements 5 (access) and 11 (systematic and recurring problems) are being improved (e) No (f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(d) As part of the review elements 5 (access) and 11 (systematic and recurring problems) are being improved (e) No (f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(e) No (f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) - (g) Not applicable
(c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(g) since the operation of the CMS what assessment has been undertaken of the database?
(a) The Department of Agriculture does not have a single electronic complaints management system. However, it has a number of complaints policies and procedures and manual systems in place. This situation is under review. (b) Not applicable (c) Yes (d) As part of the review elements 5 (access) and 11 (systematic and recurring problems) are being improved (e) No (f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) Not applicable (c) Yes (d) As part of the review elements 5 (access) and 11 (systematic and recurring problems) are being improved (e) No (f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(c) Yes (d) As part of the review elements 5 (access) and 11 (systematic and recurring problems) are being improved (e) No (f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(d) As part of the review elements 5 (access) and 11 (systematic and recurring problems) are being improved (e) No (f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(e) No (f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(f) Yes (g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(g) Not applicable Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
Department of Fisheries (a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling. However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard. The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
The Department is now in the process of implementing the system. (b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) - (g) Not applicable Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
Forest Products Commission (a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission. (b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) - (g) Not applicable Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
Mid West Development Commission (a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) - (g) Not applicable Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
Wheatbelt Development Commission (a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) - (g) Not applicable Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
Great Southern Development Commission (a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place. (b) - (g) Not applicable
(b) - (g) Not applicable
AnswerView source ↗
Answered
13 December 2001
Responded by
Parliamentary Secretary to the Minister for Agriculture, Forestry and Fisheries; the Midwest, Wheatbelt and Great Southern
Response time
36 days
Department of Agriculture
(a) The Department of Agriculture does not have a single electronic complaints management system. However, it has a number of complaints policies and procedures and manual systems in place. This situation is under review.
(b) Not applicable
(c) Yes
(d) As part of the review elements 5 (access) and 11 (systematic and recurring problems) are being improved
(e) No
(f) Yes
(g) Not applicable
Department of Fisheries
(a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling.
However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard.
The Department is now in the process of implementing the system.
(b) - (g) Not applicable
Forest Products Commission
(a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission.
(b) - (g) Not applicable
Mid West Development Commission
(a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place.
(b) - (g) Not applicable
Wheatbelt Development Commission
(a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place.
(b) - (g) Not applicable
Great Southern Development Commission
(a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place.
(b) - (g) Not applicable
(a) The Department of Agriculture does not have a single electronic complaints management system. However, it has a number of complaints policies and procedures and manual systems in place. This situation is under review.
(b) Not applicable
(c) Yes
(d) As part of the review elements 5 (access) and 11 (systematic and recurring problems) are being improved
(e) No
(f) Yes
(g) Not applicable
Department of Fisheries
(a) Currently the Department of Fisheries does not have an operating Complaints Management System that complies with the Australian Standard of Complaints Handling.
However, on October 30 the Department's Customer Service Council, which comprises representatives of Departmental senior management and key stakeholders, approved a complaints management policy that complies fully with the Australian Standard.
The Department is now in the process of implementing the system.
(b) - (g) Not applicable
Forest Products Commission
(a) The Forest Products Commission in its first year has continued to use the Customer Services Standard previously used in the Department of Conservation and Land Management. Development will be undertaken during 2002 to refine customer services including complaints management for the Commission.
(b) - (g) Not applicable
Mid West Development Commission
(a) The Mid West Development Commission does not have a Complaints Management System (CMS) in place.
(b) - (g) Not applicable
Wheatbelt Development Commission
(a) The Wheatbelt Development Commission does not have a Complaints Management System (CMS) in place.
(b) - (g) Not applicable
Great Southern Development Commission
(a) The Great Southern Development Commission does not have a Complaints Management System (CMS) in place.
(b) - (g) Not applicable
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