❓ Mr. Kirkup's question seeks data on complaint handling within departments under the Minister's portfolio for the 2014-15 and 2015-16 financial years. The response details the number of complaints received, resolved, pending, and unresolved for the Department for Child Protection and Family Support and the Department of Local Government and Communities.
AnsweredQoN 420Legislative Assembly
Asked
24 May 2017
Member
Portfolio
Child Protection; Women's Interests; Prevention of Family and Domestic Violence; Community Services
QuestionView source ↗
In respect of the Minister’s portfolio responsibilities for departments, agencies, and publicly owned corporations: (a) For the 2014-15 financial year: (i) how many complaints were received by the department; (ii) how many complaints were successfully resolved and closed; (iii) how many complaints are pending action; and (iv) how many complaints were unable to be resolved; and (b) For the 2015-16 financial year: (i) how many complaints were received by the department; (ii) how many complaints were successfully resolved and closed; (iii) how many complaints are pending action; and (iv) how many complaints were unable to be resolved?
AnswerView source ↗
Answered
27 June 2017
Responded by
Minister for Child Protection; Women's Interests; Prevention of Family and Domestic Violence; Community Services
Response time
8 days
Department for Child Protection and Family Support
(a) For the 2014-15 financial year:
(i) The Department dealt with 335 formal complaints at a district office level;
(ii) 90 of these complaints progressed to investigation by the Complaints Management Unit (CMU);
(iii) There were no complaints with pending action; and
(iv) No complaints progressed to the State Ombudsman, therefore all were considered resolved.
(b) For the 2015-16 financial year:
(i) The Department dealt with 326 formal complaints at a district office level;
(ii) 87 formal complaints were progressed to the CMU;
(iii) There were no complaints with pending action; and
(iv) Four complaints progressed to an Ombudsman inquiry.
Department of Local Government and Communities
(a) For the 2014-15 financial year:
(i) One complaint was received by the department;
(ii) One complaint was successfully resolved and closed;
(iii) Nil complaints are pending action; and
(iv) Nil complaints were unable to be resolved; and
(b) For the 2015-16 financial year:
(i) Nil complaints were received by the department;
(ii) Nil complaints were successfully resolved and closed;
(iii) Nil complaints are pending action; and
(iv) Nil complaints were unable to be resolved.
(a) For the 2014-15 financial year:
(i) The Department dealt with 335 formal complaints at a district office level;
(ii) 90 of these complaints progressed to investigation by the Complaints Management Unit (CMU);
(iii) There were no complaints with pending action; and
(iv) No complaints progressed to the State Ombudsman, therefore all were considered resolved.
(b) For the 2015-16 financial year:
(i) The Department dealt with 326 formal complaints at a district office level;
(ii) 87 formal complaints were progressed to the CMU;
(iii) There were no complaints with pending action; and
(iv) Four complaints progressed to an Ombudsman inquiry.
Department of Local Government and Communities
(a) For the 2014-15 financial year:
(i) One complaint was received by the department;
(ii) One complaint was successfully resolved and closed;
(iii) Nil complaints are pending action; and
(iv) Nil complaints were unable to be resolved; and
(b) For the 2015-16 financial year:
(i) Nil complaints were received by the department;
(ii) Nil complaints were successfully resolved and closed;
(iii) Nil complaints are pending action; and
(iv) Nil complaints were unable to be resolved.
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