❓ A WA parliamentary question on notice from 2001 inquires about the status and compliance of Complaints Management Systems (CMS) within various agencies and departments under the portfolios of Housing and Works, Local Government and Regional Development, and the Kimberley, Pilbara and Gascoyne regions.
AnsweredQoN 1263Legislative Assembly
Asked
7 November 2001
Member
Portfolio
Housing and Works; Local Government and Regional Development; the Kimberley, Pilbara and Gascoyne
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) Department of Local Government and Regional Development (b) N/A (c) Yes. (d) N/A (e) No. (f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(b) N/A (c) Yes. (d) N/A (e) No. (f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c) Yes. (d) N/A (e) No. (f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(d) N/A (e) No. (f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(e) No. (f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c -g) N/A
(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) Department of Local Government and Regional Development (b) N/A (c) Yes. (d) N/A (e) No. (f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(b) N/A (c) Yes. (d) N/A (e) No. (f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c) Yes. (d) N/A (e) No. (f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(d) N/A (e) No. (f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(e) No. (f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(f) Yes. An annual client survey is undertaken by the department. (g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(g) None. The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
The Department of Housing and Works (a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System. (b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(b) N/A (c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved. (d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices. (e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(e) No (f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(f) Yes (g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting. State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
State Supply Commission (a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(a) The State Supply Commission has a Complaints Management System in place. (b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(b) N/A (c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling. (d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(d) N/A (e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(e) N/A (f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association. (g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(g) N/A Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
Gascoyne Development Commission (a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System. (b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(b) N/A (c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling. (d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(d) N/A (e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(e) No audit has been undertaken (f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report. (g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(g) No assessment has been undertaken of the database. Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
Kimberley Development Commission (a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(a & b) The Kimberley Development Commission does not have a formal Complaints Management System in place. (c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c - g) N/A Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
Pilbara Development Commission (a & b) The Pilbara Development Commission does not have a formal Complaints Management System. (c -g) N/A
(c -g) N/A
AnswerView source ↗
Answered
27 November 2001
Responded by
Minister representing the Minister for Housing and Works; Local Government and Regional Development; the Kimberley, Pilbara and Gascoyne
Response time
20 days
Department of Local Government and Regional Development
(a) Department of Local Government and Regional Development
(b) N/A
(c) Yes.
(d) N/A
(e) No.
(f) Yes. An annual client survey is undertaken by the department.
(g) None.
The Department of Housing and Works
(a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System.
(b) N/A
(c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved.
(d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices.
(e) No
(f) Yes
(g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting.
State Supply Commission
(a) The State Supply Commission has a Complaints Management System in place.
(b) N/A
(c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling.
(d) N/A
(e) N/A
(f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association.
(g) N/A
Gascoyne Development Commission
(a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System.
(b) N/A
(c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling.
(d) N/A
(e) No audit has been undertaken
(f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report.
(g) No assessment has been undertaken of the database.
Kimberley Development Commission
(a & b) The Kimberley Development Commission does not have a formal
Complaints Management System in place.
(c - g) N/A
Pilbara Development Commission
(a & b) The Pilbara Development Commission does not have a formal Complaints Management System.
(c -g) N/A
(a) Department of Local Government and Regional Development
(b) N/A
(c) Yes.
(d) N/A
(e) No.
(f) Yes. An annual client survey is undertaken by the department.
(g) None.
The Department of Housing and Works
(a) Department of Housing and Works, Government Employees Housing Authority and Country Housing Authority all have in place a Complaints management System.
(b) N/A
(c) Yes, with the exception of elements of visibility and access to information on how customers may lodge a complaint, which need to be improved.
(d) As above. This information is due to be redrafted under the new merged department and will be published on the internet and brochures will be available at all departmental offices.
(e) No
(f) Yes
(g) Complaints are recorded and the data collected is collated and used as a performance measure in the agency’s internal reporting.
State Supply Commission
(a) The State Supply Commission has a Complaints Management System in place.
(b) N/A
(c) The State Supply Commission’s Complaints Management System complies with the essential elements of the Australian Standard on Complaints Handling.
(d) N/A
(e) N/A
(f) The State Supply Commission undertakes an annual customer satisfaction survey of Chief Executive Officers, Principal Purchasing Officers of public sector agencies and industry association.
(g) N/A
Gascoyne Development Commission
(a) The Gascoyne Development Commission has recently implemented a formal Complaints Management System.
(b) N/A
(c) Given the small size of the Gascoyne Development Commission, the CMS is basic but complies with most aspects of the Australian Standard on Complaints Handling.
(d) N/A
(e) No audit has been undertaken
(f) The Gascoyne Development Commission undertakes a survey of customers and clients every two (2) years. The results of this survey are published in the Annual Report.
(g) No assessment has been undertaken of the database.
Kimberley Development Commission
(a & b) The Kimberley Development Commission does not have a formal
Complaints Management System in place.
(c - g) N/A
Pilbara Development Commission
(a & b) The Pilbara Development Commission does not have a formal Complaints Management System.
(c -g) N/A
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