❓ Mr. Tinley questions the Department of Housing regarding its anti-social behaviour complaints hotline, including its operation, complaint volume, outcomes, and performance indicators. The Department provides specific data on the hotline's implementation, staffing, complaint statistics, and strike outcomes.
AnsweredQoN 8812Legislative Assembly
QuestionView source ↗
I refer to the Department of Housing's anti-social behaviour (ASB) complaints hotline/call centre and I ask:
(a) when did the ASB complaints reporting process change to the current call centre/hotline model;
(b) is the call centre/hotline staffed and operated 'in-house' or is it privately contracted;
(c) how many complaints of ASB have been received by the hotline/call centre since it started operating to date;
(d) how many of those complaints have resulted in a first, second or third strike;
(e) how many of those complaints were 'unsubstantiated';
(f) were any of the complaints dismissed without further investigation and if yes, how many; and
(g) are there any key performance indicator (KPI) targets for the ASB complaints hotline/call centre, and if so, what are those KPIs, and has there been any reporting against those KPIs as yet and if yes, what were the KPI results?
(a) when did the ASB complaints reporting process change to the current call centre/hotline model;
(b) is the call centre/hotline staffed and operated 'in-house' or is it privately contracted;
(c) how many complaints of ASB have been received by the hotline/call centre since it started operating to date;
(d) how many of those complaints have resulted in a first, second or third strike;
(e) how many of those complaints were 'unsubstantiated';
(f) were any of the complaints dismissed without further investigation and if yes, how many; and
(g) are there any key performance indicator (KPI) targets for the ASB complaints hotline/call centre, and if so, what are those KPIs, and has there been any reporting against those KPIs as yet and if yes, what were the KPI results?
AnswerView source ↗
Answered
6 November 2012
Responded by
Minister for Housing
Response time
40 days
The Department of Housing advises:
(a) 3 May 2011.
(b) In-house.
(c) 17 580 as at 30 September 2012. The figure also includes complaints lodged by officers on behalf of complainants on the Disruptive Behaviour Reporting System and not just complaints received by the call centre.
(d) 1949 as at 30 September 2012.
(e) The Department does not collect an overall figure for the number of complaints that were unsubstantiated and instead records this information against each individual complaint.
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(a) 3 May 2011.
(b) In-house.
(c) 17 580 as at 30 September 2012. The figure also includes complaints lodged by officers on behalf of complainants on the Disruptive Behaviour Reporting System and not just complaints received by the call centre.
(d) 1949 as at 30 September 2012.
(e) The Department does not collect an overall figure for the number of complaints that were unsubstantiated and instead records this information against each individual complaint.
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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