❓ A parliamentary question seeks information on complaints management within the Department of Water and the Water Corporation, including the number, categories, nature, and investigation status of complaints received since September 2008. The response details complaint numbers and categories for both entities, noting no referrals to the CCC.
AnsweredQoN 1082Legislative Council
QuestionView source ↗
For each Department and Agency within the Minister’s portfolios, -
(1) Does the agency have a complaints management unit?
(2) If yes to (1), how many complaints have been received by the agency since 23 September 2008?
(3) What are the categories of complaints received?
(4) What is the nature of complaints in each category?
(5) How many of the total complaints fall into each category?
(6) How many complaints in each category are under investigation by the CCC?
(1) Does the agency have a complaints management unit?
(2) If yes to (1), how many complaints have been received by the agency since 23 September 2008?
(3) What are the categories of complaints received?
(4) What is the nature of complaints in each category?
(5) How many of the total complaints fall into each category?
(6) How many complaints in each category are under investigation by the CCC?
AnswerView source ↗
Answered
9 September 2009
Responded by
Parliamentary Secretary representing the Minister for Water
Response time
29 days
The Department of Water has provided the following response:
(1) The Department of Water (DoW) has a Complaints Management Policy, Complaints Management System and a system administrator that coordinates responses through the system.
(2) 104 complaints have been recorded since 23 September 2008 to present.
(3) Categories of complaints received:
(a) Requiring departmental attention
(b) Referred to other agencies
(4-5) Nature and number of complaints for each category:
(a) Requiring departmental attention
i. DoW's Internet access 9
ii. Illegal use of water 3
iii. Dispute - water service provider 1
iv. Processing licence application 1
v. Staff conduct 4
TOTAL 18
(b) Referred to other agencies
vi. Water Corporation 82
vii. Department of Health 1
viii. Local Shire 3
TOTAL 86
(6) The DoW has referred no complaints to the Corruption and Crime Commission.
The Water Corporation has provided the following response.
(1) Yes.
(2) 30,039 complaints. This is approximately 5.9% of all customer contacts received during the period.
(3) Accounts 273
Billing Response 462
Collections / Payments 67
Concessions 97
Customer Service 26
Debt Management 52
Infill Sewerage21
Land Development 1
Meter Reading 50
Meter Replacements 87
Operations - Drainage 122
Operations - Sewerage 4,605
Operations - Water 18,602
Property Sales / Changes of Tenancy 117
Public Relations 16
Technical (building) Services 279
Water Conservation 374
Water Quality
4,788
30,039
(4&5) Refer Question 3.
(6) None of the complaints, mentioned above, are under investigation by the CCC to the best of theWater Corporation's knowledge.
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(1) The Department of Water (DoW) has a Complaints Management Policy, Complaints Management System and a system administrator that coordinates responses through the system.
(2) 104 complaints have been recorded since 23 September 2008 to present.
(3) Categories of complaints received:
(a) Requiring departmental attention
(b) Referred to other agencies
(4-5) Nature and number of complaints for each category:
(a) Requiring departmental attention
i. DoW's Internet access 9
ii. Illegal use of water 3
iii. Dispute - water service provider 1
iv. Processing licence application 1
v. Staff conduct 4
TOTAL 18
(b) Referred to other agencies
vi. Water Corporation 82
vii. Department of Health 1
viii. Local Shire 3
TOTAL 86
(6) The DoW has referred no complaints to the Corruption and Crime Commission.
The Water Corporation has provided the following response.
(1) Yes.
(2) 30,039 complaints. This is approximately 5.9% of all customer contacts received during the period.
(3) Accounts 273
Billing Response 462
Collections / Payments 67
Concessions 97
Customer Service 26
Debt Management 52
Infill Sewerage21
Land Development 1
Meter Reading 50
Meter Replacements 87
Operations - Drainage 122
Operations - Sewerage 4,605
Operations - Water 18,602
Property Sales / Changes of Tenancy 117
Public Relations 16
Technical (building) Services 279
Water Conservation 374
Water Quality
4,788
30,039
(4&5) Refer Question 3.
(6) None of the complaints, mentioned above, are under investigation by the CCC to the best of theWater Corporation's knowledge.
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
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