❓ A WA parliamentary question seeks detailed information on complaints management within agencies under the Minister for Planning; Culture and the Arts; Science and Innovation, revealing varying levels of formal complaint handling and types of issues raised.
AnsweredQoN 6423Legislative Assembly
Asked
20 October 2011
Member
Portfolio
Planning; Culture and the Arts; Science and Innovation
QuestionView source ↗
(1) For each Department and Agency within the Minister’s portfolios, does the agency have a complaints management unit?
(2) If yes to (1), how many complaints have been received by the agency since 23 September 2008?
(3) How many have been received by the agency since 23 September 2010?
(4) What are the categories of complaints received?
(5) What is the nature of complaints in each category?
(6) How many of the total complaints fall into each category?
(7) How many complaints in each category are under investigation by the Corruption and Crime Commission?
(2) If yes to (1), how many complaints have been received by the agency since 23 September 2008?
(3) How many have been received by the agency since 23 September 2010?
(4) What are the categories of complaints received?
(5) What is the nature of complaints in each category?
(6) How many of the total complaints fall into each category?
(7) How many complaints in each category are under investigation by the Corruption and Crime Commission?
AnswerView source ↗
Answered
22 November 2011
Responded by
Minister for Planning; Culture and the Arts; Science and Innovation
Response time
33 days
Department of Planning
(1) No, the Department of Planning does not have a specific Complaints Management Unit. However an Independent Planning Reviewer role has been appointed to review specific planning complaints. Customer Feedback System was put in place 1 July 2009.
(2) 73
(3) 37
(4)
· Planning Issues
· Service
· Other
(5)
· Disagreement with Planning decisions
· Complaints about other Organisations
· Unhappy with Service
· Property Management Issues
(6)
· Planning Issues - 20
· Service - 7
· Other - 10
(7) Nil.
Department for Culture and the Arts
(1) No. However relevant complaints management systems and processes are in place.
(2) 24
(3) 6
(4) Arts Policy, Funding and Support
Independent arts organisations
Website and communications
(5)
Arts Policy, Funding and Support
· Queries on funding decisions and complaints on not receiving funding
· Seeking wider guidelines/policy and opportunities
· Query on public art funding
Independent Arts Organisations
· Issues related to conflict of interest and decision making
· Limited access to PICA performance space
Website and Communications
· Online exhibitions query
· Seeking more information on website
· Freedom of Information statement
· Technical issues
(6) Arts Policy, Funding and Support: 16
Independent Arts Organisations: 2
Website and Communications: 6
(7) Nil.
Please note there is a discrepancy in figures from Question of Notice 1310. This has been rectified as the result of a more robust system for collecting complaints and recording them accordingly.
ScreenWest
(1) No. However relevant complaints management systems and processes are in place.
(2) 7
(3) 1
(4)
ScreenOnline
ScreenWest's weekly e-newsletter
(5) Error in
ScreenOnline
ScreenWest's weekly e-newsletter
(6) 1
(7) Nil.
State Library of Western Australia
(1) No. However relevant complaints management systems and processes are in place.
(2) 499
(3) 195
(4) Staff, Technology
Facilities/Maintenance
Disturbances
Services
Collections
Other
(5) Staff: Skill levels, attitude, lack of staffing.
Technology: WiFi, availability, access, ease of use.
Facilities/Maintenance: Availability, storage, security, access.
Disturbances: Noise, other clients, events.
Services: Availability, fees charged.
Collections: Availability, access, condition, range.
Other: Public libraries, access, communication, events.
(6) Staff: 25
Technology: 51
Facilities/Maintenance: 30
Disturbances: 28
Services: 29
Collections: 15
Other: 17
(7) Nil.
Perth Theatre Trust
(1) No. However relevant complaints management systems and processes are in place.
(2) 181
(3) 44
(4) Venues - customer service
(5) Venues - customer service
(6) Venues - customer service 44
(7) Nil.
Western Australian Museum
(1) No. However relevant complaints management systems and processes are in place.
(2) The Museum's present system of gathering comments does not adequately differentiate between comments, compliments and complaints. On that basis it is not currently possible to identify the actual number of complaints. The total number of comments received by the Museum for the period is 1,138
(3) The total number of comments received by the Museum for the period is 307
(4) Welcome Walls
Facilities Management
Marketing
Public Programs
Exhibition and Design
Customer Service
Retail
(5) Welcome Walls: Delays and inaccuracies
Facilities Management: Limited signage, parking, access, hospitality and public amenities (inside and outside), air conditioning and a range of maintenance issues
Marketing: Inaccurate or limited publicity and updates on internet
Public Programs: Limited children's activities and weekend events offered
Exhibition and Design: Range of technical issues regarding exhibitions; space and acoustic issues; value for money
Customer Service: Unsatisfactory customer service; Lack of EFTPOS facilities.
Retail: Inaccurate information provided on items sold.
(6) The number of comments in each category were:
Welcome Walls: 69
Facilities Management: 42
Marketing: 18
Public Program: 8
Exhibition and Design: 146
Customer Service: 18
Retail: 7
(7) Nil.
Art Gallery of Western Australia
(1) No. However relevant complaints management systems and processes are in place.
(2) 57
(3) 19
(4) Security
Exhibitions and Displays
Tuesday closure
Gallery openings
Café
Website
Acquisitions policy
Public programs
Cultural centre events
Customer service
ArtBar
(5) Security guards too intrusive
Didn't like a particular exhibition, display or artwork
Objection to the Art Gallery being closed on Tuesday
Objection to Foundation members being given preview prior to public opening
Level of service/cleanliness
Difficulty finding phone number on website
Upset that art work offered had not been acquired
General complaint about LegoArt event
Complaint about Laneway Festival
Complaint about handling of enquiry by Reception staff
Complaint about noise at ArtBar event
(6) Security: 2
Exhibitions and Displays: 4
Tuesday closure: 3
Gallery opening events: 1
Café: 2
Website: 1
Acquisitions policy: 1
Public programs: 1
Cultural centre events: 1
Customer service: 1
ArtBar: 2
(7) Nil.
State Records Office
(1) No. However relevant complaints management systems and processes are in place.
(2) Nil.
(3) - (7) Not applicable.
Armadale Redevelopment Authority
(1) No.
(2)-(7) Not applicable.
East Perth Redevelopment Authority/Subiaco Redevelopment Authority
(1) No, the East Perth Redevelopment Authority (EPRA) and Subiaco Redevelopment Authority (SRA) do not have a complaints management unit, however all complaints received are addressed by the relevant business unit. Both agencies have arrangements in place to ensure compliance with the Public Sector Commissioner's Circular 2009-27 - Complaint Management.
(2) - (7) Not Applicable.
LandCorp
(1) Yes.
(2) Nil.
(3)-(7) Not Applicable.
Department of Commerce - Science and Innovation Division
(1) No. The Department of Commerce maintains a complaints database in accordance with the Australian Standard on Complaints Handling (AS ISO 10002) and Public Sector Commissioner's Circular 2009-27.
(2) 3.
(3) Nil.
(4) Timeliness and Information Quality.
(5) Website information and time taken responding to query.
(6) 2 x Information Quality, 1 x Timeliness.
(7) Nil.
ChemCentre
(1) ChemCentre does not have a complaints management unit as such. However, there is an electronic tool for managing ChemCentre's corrective and preventative actions, system failures and improvements, complaints and compliments. This requires formal sign-off by senior management. Complaints are handled through this and other processes, as appropriate e.g. Freedom of Information, Office of the Public Service Standards Commissioner. The complaints handling process is designed to meet Australian Standard 'AS-ISO10 002 'Complaint Handling'.
(2) There have been 10 complaints since 23 September 2008
(3) Four of these have been received since 23 September 2010
(4) 4 related to turnaround times; 4 related to inaccurate or incomplete data on reports; 1 related to poor telephone manner; 1 related to miscommunication with a supplier of a reference material.
(5) 4 related to turnaround times; 4 related to inaccurate or incomplete data on reports; 1 related to poor telephone manner; 1 related to miscommunication with a supplier of a reference material.
(6) 4 related to turnaround times; 4 related to inaccurate or incomplete data on reports; 1 related to poor telephone manner; 1 related to miscommunication with a supplier of a reference material.
(7) None of these are under investigation by the Crime and Corruption Commission, to the best of our knowledge.
Midland Redevelopment Authority
(1) No, however any complaints received are addressed by the relevant business unit.
(2)-(7) Not applicable.
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(1) No, the Department of Planning does not have a specific Complaints Management Unit. However an Independent Planning Reviewer role has been appointed to review specific planning complaints. Customer Feedback System was put in place 1 July 2009.
(2) 73
(3) 37
(4)
· Planning Issues
· Service
· Other
(5)
· Disagreement with Planning decisions
· Complaints about other Organisations
· Unhappy with Service
· Property Management Issues
(6)
· Planning Issues - 20
· Service - 7
· Other - 10
(7) Nil.
Department for Culture and the Arts
(1) No. However relevant complaints management systems and processes are in place.
(2) 24
(3) 6
(4) Arts Policy, Funding and Support
Independent arts organisations
Website and communications
(5)
Arts Policy, Funding and Support
· Queries on funding decisions and complaints on not receiving funding
· Seeking wider guidelines/policy and opportunities
· Query on public art funding
Independent Arts Organisations
· Issues related to conflict of interest and decision making
· Limited access to PICA performance space
Website and Communications
· Online exhibitions query
· Seeking more information on website
· Freedom of Information statement
· Technical issues
(6) Arts Policy, Funding and Support: 16
Independent Arts Organisations: 2
Website and Communications: 6
(7) Nil.
Please note there is a discrepancy in figures from Question of Notice 1310. This has been rectified as the result of a more robust system for collecting complaints and recording them accordingly.
ScreenWest
(1) No. However relevant complaints management systems and processes are in place.
(2) 7
(3) 1
(4)
ScreenOnline
ScreenWest's weekly e-newsletter
(5) Error in
ScreenOnline
ScreenWest's weekly e-newsletter
(6) 1
(7) Nil.
State Library of Western Australia
(1) No. However relevant complaints management systems and processes are in place.
(2) 499
(3) 195
(4) Staff, Technology
Facilities/Maintenance
Disturbances
Services
Collections
Other
(5) Staff: Skill levels, attitude, lack of staffing.
Technology: WiFi, availability, access, ease of use.
Facilities/Maintenance: Availability, storage, security, access.
Disturbances: Noise, other clients, events.
Services: Availability, fees charged.
Collections: Availability, access, condition, range.
Other: Public libraries, access, communication, events.
(6) Staff: 25
Technology: 51
Facilities/Maintenance: 30
Disturbances: 28
Services: 29
Collections: 15
Other: 17
(7) Nil.
Perth Theatre Trust
(1) No. However relevant complaints management systems and processes are in place.
(2) 181
(3) 44
(4) Venues - customer service
(5) Venues - customer service
(6) Venues - customer service 44
(7) Nil.
Western Australian Museum
(1) No. However relevant complaints management systems and processes are in place.
(2) The Museum's present system of gathering comments does not adequately differentiate between comments, compliments and complaints. On that basis it is not currently possible to identify the actual number of complaints. The total number of comments received by the Museum for the period is 1,138
(3) The total number of comments received by the Museum for the period is 307
(4) Welcome Walls
Facilities Management
Marketing
Public Programs
Exhibition and Design
Customer Service
Retail
(5) Welcome Walls: Delays and inaccuracies
Facilities Management: Limited signage, parking, access, hospitality and public amenities (inside and outside), air conditioning and a range of maintenance issues
Marketing: Inaccurate or limited publicity and updates on internet
Public Programs: Limited children's activities and weekend events offered
Exhibition and Design: Range of technical issues regarding exhibitions; space and acoustic issues; value for money
Customer Service: Unsatisfactory customer service; Lack of EFTPOS facilities.
Retail: Inaccurate information provided on items sold.
(6) The number of comments in each category were:
Welcome Walls: 69
Facilities Management: 42
Marketing: 18
Public Program: 8
Exhibition and Design: 146
Customer Service: 18
Retail: 7
(7) Nil.
Art Gallery of Western Australia
(1) No. However relevant complaints management systems and processes are in place.
(2) 57
(3) 19
(4) Security
Exhibitions and Displays
Tuesday closure
Gallery openings
Café
Website
Acquisitions policy
Public programs
Cultural centre events
Customer service
ArtBar
(5) Security guards too intrusive
Didn't like a particular exhibition, display or artwork
Objection to the Art Gallery being closed on Tuesday
Objection to Foundation members being given preview prior to public opening
Level of service/cleanliness
Difficulty finding phone number on website
Upset that art work offered had not been acquired
General complaint about LegoArt event
Complaint about Laneway Festival
Complaint about handling of enquiry by Reception staff
Complaint about noise at ArtBar event
(6) Security: 2
Exhibitions and Displays: 4
Tuesday closure: 3
Gallery opening events: 1
Café: 2
Website: 1
Acquisitions policy: 1
Public programs: 1
Cultural centre events: 1
Customer service: 1
ArtBar: 2
(7) Nil.
State Records Office
(1) No. However relevant complaints management systems and processes are in place.
(2) Nil.
(3) - (7) Not applicable.
Armadale Redevelopment Authority
(1) No.
(2)-(7) Not applicable.
East Perth Redevelopment Authority/Subiaco Redevelopment Authority
(1) No, the East Perth Redevelopment Authority (EPRA) and Subiaco Redevelopment Authority (SRA) do not have a complaints management unit, however all complaints received are addressed by the relevant business unit. Both agencies have arrangements in place to ensure compliance with the Public Sector Commissioner's Circular 2009-27 - Complaint Management.
(2) - (7) Not Applicable.
LandCorp
(1) Yes.
(2) Nil.
(3)-(7) Not Applicable.
Department of Commerce - Science and Innovation Division
(1) No. The Department of Commerce maintains a complaints database in accordance with the Australian Standard on Complaints Handling (AS ISO 10002) and Public Sector Commissioner's Circular 2009-27.
(2) 3.
(3) Nil.
(4) Timeliness and Information Quality.
(5) Website information and time taken responding to query.
(6) 2 x Information Quality, 1 x Timeliness.
(7) Nil.
ChemCentre
(1) ChemCentre does not have a complaints management unit as such. However, there is an electronic tool for managing ChemCentre's corrective and preventative actions, system failures and improvements, complaints and compliments. This requires formal sign-off by senior management. Complaints are handled through this and other processes, as appropriate e.g. Freedom of Information, Office of the Public Service Standards Commissioner. The complaints handling process is designed to meet Australian Standard 'AS-ISO10 002 'Complaint Handling'.
(2) There have been 10 complaints since 23 September 2008
(3) Four of these have been received since 23 September 2010
(4) 4 related to turnaround times; 4 related to inaccurate or incomplete data on reports; 1 related to poor telephone manner; 1 related to miscommunication with a supplier of a reference material.
(5) 4 related to turnaround times; 4 related to inaccurate or incomplete data on reports; 1 related to poor telephone manner; 1 related to miscommunication with a supplier of a reference material.
(6) 4 related to turnaround times; 4 related to inaccurate or incomplete data on reports; 1 related to poor telephone manner; 1 related to miscommunication with a supplier of a reference material.
(7) None of these are under investigation by the Crime and Corruption Commission, to the best of our knowledge.
Midland Redevelopment Authority
(1) No, however any complaints received are addressed by the relevant business unit.
(2)-(7) Not applicable.
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
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