❓ A WA parliamentary question seeks information on complaints management within the Minister for Environment's portfolio, revealing varying approaches and complaint volumes across different agencies. Perth Zoo receives the most complaints, primarily related to facilities and services.
AnsweredQoN 1076Legislative 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
22 September 2009
Responded by
Minister for Environment
Response time
42 days
Department of Environment and Conservation (DEC)
(1) No. Complaints are managed by the department's Corporate Services Division.
(2) 67
(3) Complaints relating to staff conduct and agency performance.
(4) Complaints by members of the public dissatisfied with the outcome or nature of their interaction with the department in performance of its functions.
(5) 67
(6) DEC is not aware of any complaints made to the department being under investigation by the CCC.
Office of the Appeals Convenor
1) No, but complaints are dealt with according to Government guidelines.
(2) One
(3) Suspected misconduct by an appellant.
(4) Disclosure of commercial-in-confidence material
(5) One
(6) One
Swan River Trust
(1) No
(2) N/A
(3) N/A
(4) N/A
(5) N/A
(6) N/A
Perth Zoo
(1) Perth Zoo does not have a complaints management unit
(2) Perth Zoo has a complaints management process that has recorded 214 complaints since 23 September 2008.
(3) Complaints relate to facilities and services at Perth Zoo:
a. Adoptions & Memberships
b. Accessibility
c. Animals
d. Exhibits
e. Animals off Display/Works
f. Cafe
g. Staff/Volunteers
h. Facilities
i. Prices/Ticketing
j. Smoking
k. Website
l. Events
(4) The nature of complaints include:
a. Adoptions & Memberships -range of fundraising products
b. Accessibility -issues of disability access and inclusion or social access (affordability)
c. Animals -animal welfare, size and makeup of the animal collection, or animals people would like to see at Perth Zoo
d. Exhibits - size, condition or suitability of exhibits that hold animals
e. Animals off display/works -disruption to viewing caused by animals being off display or works being undertaken
f. Café - products, services and prices
g. Staff/Volunteers - complaints about service
h. Facilities - facilities available to
i. Prices/Ticketing - price of admission and other prices
j. Smoking - Perth Zoo's restricted smoking policy or visitors smoking in Zoo grounds
k. Website - dissatisfaction with the Zoos website
l. Events - dissatisfaction with events and other activities at Perth Zoo
m. Other
(5) The percentage of complaints falling into each category:
a. Adoptions & Memberships - 3%
b. Accessibility - 1%
c. Animals - 5.5%
d. Exhibits - 18%
e. Animals off Display/Works - 18%
f. Cafe - 20%
g. Staff/Volunteers - 6%
h. Facilities - 8.5%
i. Prices/Ticketing - 6.5%
j. Smoking - 3%
k. Website - 0.5%
l. Events - 3%
m. Other - 7.5%
(6) Not Applicable
Botanical Gardens and Parks Authority
Please refer to tabled paper [no]
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
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(1) No. Complaints are managed by the department's Corporate Services Division.
(2) 67
(3) Complaints relating to staff conduct and agency performance.
(4) Complaints by members of the public dissatisfied with the outcome or nature of their interaction with the department in performance of its functions.
(5) 67
(6) DEC is not aware of any complaints made to the department being under investigation by the CCC.
Office of the Appeals Convenor
1) No, but complaints are dealt with according to Government guidelines.
(2) One
(3) Suspected misconduct by an appellant.
(4) Disclosure of commercial-in-confidence material
(5) One
(6) One
Swan River Trust
(1) No
(2) N/A
(3) N/A
(4) N/A
(5) N/A
(6) N/A
Perth Zoo
(1) Perth Zoo does not have a complaints management unit
(2) Perth Zoo has a complaints management process that has recorded 214 complaints since 23 September 2008.
(3) Complaints relate to facilities and services at Perth Zoo:
a. Adoptions & Memberships
b. Accessibility
c. Animals
d. Exhibits
e. Animals off Display/Works
f. Cafe
g. Staff/Volunteers
h. Facilities
i. Prices/Ticketing
j. Smoking
k. Website
l. Events
(4) The nature of complaints include:
a. Adoptions & Memberships -range of fundraising products
b. Accessibility -issues of disability access and inclusion or social access (affordability)
c. Animals -animal welfare, size and makeup of the animal collection, or animals people would like to see at Perth Zoo
d. Exhibits - size, condition or suitability of exhibits that hold animals
e. Animals off display/works -disruption to viewing caused by animals being off display or works being undertaken
f. Café - products, services and prices
g. Staff/Volunteers - complaints about service
h. Facilities - facilities available to
i. Prices/Ticketing - price of admission and other prices
j. Smoking - Perth Zoo's restricted smoking policy or visitors smoking in Zoo grounds
k. Website - dissatisfaction with the Zoos website
l. Events - dissatisfaction with events and other activities at Perth Zoo
m. Other
(5) The percentage of complaints falling into each category:
a. Adoptions & Memberships - 3%
b. Accessibility - 1%
c. Animals - 5.5%
d. Exhibits - 18%
e. Animals off Display/Works - 18%
f. Cafe - 20%
g. Staff/Volunteers - 6%
h. Facilities - 8.5%
i. Prices/Ticketing - 6.5%
j. Smoking - 3%
k. Website - 0.5%
l. Events - 3%
m. Other - 7.5%
(6) Not Applicable
Botanical Gardens and Parks Authority
Please refer to tabled paper [no]
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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