❓ A WA parliamentary question on notice regarding the implementation and compliance of Complaints Management Systems (CMS) within various agencies under the State Development, Tourism, and Small Business portfolios. The responses reveal varying levels of CMS implementation and assessment across the agencies.
AnsweredQoN 1258Legislative Assembly
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(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?
Department of Industry and Technology: (a) Department of Industry and Technology. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(a) Department of Industry and Technology. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(c) Yes. (d) Not applicable. (e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(d) Not applicable. (e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(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?
Department of Industry and Technology: (a) Department of Industry and Technology. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(a) Department of Industry and Technology. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(c) Yes. (d) Not applicable. (e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(d) Not applicable. (e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(e) No. (f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(f) No. (g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(g) None. Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
Department of Mineral and Petroleum Resources: (a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented. (b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(b-g) See (a). Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
Western Australian Tourism Commission: (a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS. (c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling. (e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels. (f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(f) Yes. (g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(g) Annual satisfaction levels are benchmarked against targetted levels and previous years. Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
Rottnest Island Authority: (a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report. (c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(c-g) Not applicable. Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
Small Business Development Corporation: (a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(a) Small Business Development Corporation. (b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(b) Not applicable. (c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(c) Yes. (d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(d) Not applicable. (e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(e) No. (f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(f) No surveys have been undertake of staff and consumers in relation to complaints. (g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
(g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
AnswerView source ↗
Answered
19 February 2002
Responded by
Minister for State Development; Tourism; Small Business
Response time
104 days
I am advised that:
Department of Industry and Technology:
(a) Department of Industry and Technology.
(b) Not applicable.
(c) Yes.
(d) Not applicable.
(e) No.
(f) No.
(g) None.
Department of Mineral and Petroleum Resources:
(a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented.
(b-g) See (a).
Western Australian Tourism Commission:
(a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS.
(c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling.
(e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels.
(f) Yes.
(g) Annual satisfaction levels are benchmarked against targetted levels and previous years.
Rottnest Island Authority:
(a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report.
(c-g) Not applicable.
Small Business Development Corporation:
(a) Small Business Development Corporation.
(b) Not applicable.
(c) Yes.
(d) Not applicable.
(e) No.
(f) No surveys have been undertake of staff and consumers in relation to complaints.
(g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
Department of Industry and Technology:
(a) Department of Industry and Technology.
(b) Not applicable.
(c) Yes.
(d) Not applicable.
(e) No.
(f) No.
(g) None.
Department of Mineral and Petroleum Resources:
(a) The Department of Mineral and Petroleum Resources is in the process of developing a Complaints Management System, although it has not yet been implemented.
(b-g) See (a).
Western Australian Tourism Commission:
(a-b) The Western Australian Tourism Commission has in place a system to manage complaints received at the Western Australian Visitor Centre. General complaints about the WATC are not specifically managed by a CMS.
(c-d) WATC complaints handling has not been tested by the agency for compliance with the Australian Standard on Complaints Handling.
(e) WATC undertakes annual surveys of staff, the tourism industry and consumer satisfaction levels.
(f) Yes.
(g) Annual satisfaction levels are benchmarked against targetted levels and previous years.
Rottnest Island Authority:
(a-b) The Rottnest Island Authority does not have a formalised Complaints Management System as described by the Office of the Auditor General, but is moving to a formalised system having regard for the findings and recommendations of the Auditor General's report.
(c-g) Not applicable.
Small Business Development Corporation:
(a) Small Business Development Corporation.
(b) Not applicable.
(c) Yes.
(d) Not applicable.
(e) No.
(f) No surveys have been undertake of staff and consumers in relation to complaints.
(g) The Corporation's Complaints Management System is assessed regularly to ensure its effectiveness is maintained.
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