❓ A WA parliamentary question on notice from 2001 investigates the implementation and compliance of Complaints Management Systems (CMS) within various agencies and departments under the portfolios of Education, Sport and Recreation, and Indigenous Affairs. The responses reveal varying levels of CMS implementation, compliance with Australian Standards, and assessment practices across the different entities.
AnsweredQoN 1259Legislative Assembly
Asked
7 November 2001
Member
Portfolio
Education; Sport and Recreation; Indigenous Affairs
QuestionView source ↗
(b) how many of your agencies or departments have not got a CMS in place; (c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(g) since the operation of the CMS what assessment has been undertaken of the database?
(a) The WASCT has a Complaints Management System in place for each of the venues under its management. (b) Not applicable (c) Unknown (d) Unknown (e) No (f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(b) Not applicable (c) Unknown (d) Unknown (e) No (f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(c) Unknown (d) Unknown (e) No (f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(d) Unknown (e) No (f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(e) No (f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(e) Not applicable (f) Not applicable (g) Not applicable
(f) Not applicable (g) Not applicable
(g) Not applicable
(c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(g) since the operation of the CMS what assessment has been undertaken of the database?
(a) The WASCT has a Complaints Management System in place for each of the venues under its management. (b) Not applicable (c) Unknown (d) Unknown (e) No (f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(b) Not applicable (c) Unknown (d) Unknown (e) No (f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(c) Unknown (d) Unknown (e) No (f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(d) Unknown (e) No (f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(e) No (f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(f) Yes (g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(g) Annual customer satisfaction surveys are carried out Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Department of Education Services & Curriculum Council (a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes. (b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(b) Not applicable (c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling. (d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(d) The following elements are not being complied with: a. data collections – not all complaints are logged systematically; and b. reviews. (e) No. (f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken. (g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(g) Where data is formally collected, this is reviewed annually. Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Department of Sport and Recreation a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
a) Department of Sport and Recreation has a Complaints Management System (CMS) in place b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
b) Not applicable c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
d) Not applicable e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
e) Not applicable – only recently implemented. f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
f) Not applicable – only recently implemented. g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
g) Not applicable – only recently implemented. Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Department of Education (a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery. (b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(b) Not applicable (c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(c) Not entirely. (d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(d) All elements other than Commitment, Remedies, and Access. (e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints. (f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(f) Not from a system perspective but does occur at the local level to some extent. (g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints. Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Country High School Hostels Authority a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes. b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
b) Not applicable. c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
c) The processes were developed prior to and independent of the Australian Standards. d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
d) A cross-check with the Australian Standards is yet to be undertaken. e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
e) Yes – as part of the annual college review process. f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001. g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan. Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Department of Indigenous Affairs (a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(a) The Department of Indigenous Affairs (DIA). (b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(b) Not applicable. (c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(c) Yes. (d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(d) Not applicable. (e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(e) Yes. (f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001. (g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS. Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
Western Australian Institute of Sports (a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(a) No (b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(b) Not applicable (c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(c) Not applicable (d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(d) Not applicable (e) Not applicable (f) Not applicable (g) Not applicable
(e) Not applicable (f) Not applicable (g) Not applicable
(f) Not applicable (g) Not applicable
(g) Not applicable
AnswerView source ↗
Answered
19 February 2002
Responded by
Minister for Education; Sport and Recreation; Indigenous Affairs
Response time
104 days
WA Sport Centre Trust
(a) The WASCT has a Complaints Management System in place for each of the venues under its management.
(b) Not applicable
(c) Unknown
(d) Unknown
(e) No
(f) Yes
(g) Annual customer satisfaction surveys are carried out
Department of Education Services & Curriculum Council
(a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes.
(b) Not applicable
(c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling.
(d) The following elements are not being complied with:
a. data collections – not all complaints are logged systematically; and
b. reviews.
(e) No.
(f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken.
(g) Where data is formally collected, this is reviewed annually.
Department of Sport and Recreation
a) Department of Sport and Recreation has a Complaints Management System (CMS) in place
b) Not applicable
c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling
d) Not applicable
e) Not applicable – only recently implemented.
f) Not applicable – only recently implemented.
g) Not applicable – only recently implemented.
Department of Education
(a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery.
(b) Not applicable
(c) Not entirely.
(d) All elements other than Commitment, Remedies, and Access.
(e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints.
(f) Not from a system perspective but does occur at the local level to some extent.
(g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints.
Country High School Hostels Authority
a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes.
b) Not applicable.
c) The processes were developed prior to and independent of the Australian Standards.
d) A cross-check with the Australian Standards is yet to be undertaken.
e) Yes – as part of the annual college review process.
f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001.
g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan.
Department of Indigenous Affairs
(a) The Department of Indigenous Affairs (DIA).
(b) Not applicable.
(c) Yes.
(d) Not applicable.
(e) Yes.
(f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001.
(g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS.
Western Australian Institute of Sports
(a) No
(b) Not applicable
(c) Not applicable
(d) Not applicable
(e) Not applicable
(f) Not applicable
(g) Not applicable
(a) The WASCT has a Complaints Management System in place for each of the venues under its management.
(b) Not applicable
(c) Unknown
(d) Unknown
(e) No
(f) Yes
(g) Annual customer satisfaction surveys are carried out
Department of Education Services & Curriculum Council
(a) Both the Curriculum Council and Department of Education Services have Complaints Handling processes.
(b) Not applicable
(c) Both agencies comply with most essential elements of the Australian Standard on Complaints Handling.
(d) The following elements are not being complied with:
a. data collections – not all complaints are logged systematically; and
b. reviews.
(e) No.
(f) Surveys of consumers and staff are undertaken regularly but no surveys which directly target the people making complaints have been undertaken.
(g) Where data is formally collected, this is reviewed annually.
Department of Sport and Recreation
a) Department of Sport and Recreation has a Complaints Management System (CMS) in place
b) Not applicable
c) DSR's CMS complies with the essential elements of the Australian Standards Complaints Handling
d) Not applicable
e) Not applicable – only recently implemented.
f) Not applicable – only recently implemented.
g) Not applicable – only recently implemented.
Department of Education
(a) The Department of Education currently operates in a devolved framework (schools and districts) for complaints management together with a process in central office to deal with complaints forwarded directly to the Director General. The Department is in the process of establishing a centralised Complaints and Investigation Management Unit which will include an effective data-base to track complaints with a view to improved service delivery.
(b) Not applicable
(c) Not entirely.
(d) All elements other than Commitment, Remedies, and Access.
(e) Yes – to the extent that policies and procedures have been developed for a more efficient and effective management of complaints.
(f) Not from a system perspective but does occur at the local level to some extent.
(g) Preliminary investigation to identify a more effective data base for tracking and monitoring complaints.
Country High School Hostels Authority
a) The Country High School Hostels Authority (CHSHA) appoints a Board of Management to oversee the operations of each of its residential colleges. These Boards of Management include parents, school principals and members of the local community. Every residential college has a customer service charter, a parent handbook and policy manuals which include information about the college's complaints and grievance processes.
b) Not applicable.
c) The processes were developed prior to and independent of the Australian Standards.
d) A cross-check with the Australian Standards is yet to be undertaken.
e) Yes – as part of the annual college review process.
f) Yes – in 1994, 1996, 1998, 1999, 2000, 2001.
g) Level of parent, staff and student satisfaction with CHSHA complaint and grievance procedures is measured both at each college and across the system [see (f) above]. If the level of satisfaction in any college is low it is identified as a specific improvement matter for inclusion in the College Improvement Plan. The CHSHA also has identified customer service targets for parents, students, staff and business partners in its 2000-2003 Strategic Plan.
Department of Indigenous Affairs
(a) The Department of Indigenous Affairs (DIA).
(b) Not applicable.
(c) Yes.
(d) Not applicable.
(e) Yes.
(f) The DIA has completed surveys of customers and performance information in annual reports of 19992000 and 20002001.
(g) Regular assessment of the database has been undertaken as part of system maintenance and updating of the CMS.
Western Australian Institute of Sports
(a) No
(b) Not applicable
(c) Not applicable
(d) Not applicable
(e) Not applicable
(f) Not applicable
(g) Not applicable
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