❓ WA Parliamentary Question on Notice regarding complaints management within the Transport portfolio (Public Transport Authority, Department of Transport, and Main Roads). The question seeks data on the number, categories, and nature of complaints received by each agency, as well as any investigations by the Crime and Corruption Commission.
AnsweredQoN 1074Legislative Council
QuestionView source ↗
For each Department and Agency within the Minister’s portfolios, -
(1) Does the agency have a complaints management unit?
(2) If yes to (1), how many complaints have been received by the agency since 23 September 2008?
(3) What are the categories of complaints received?
(4) What is the nature of complaints in each category?
(5) How many of the total complaints fall into each category?
(6) How many complaints in each category are under investigation by the CCC?
(1) Does the agency have a complaints management unit?
(2) If yes to (1), how many complaints have been received by the agency since 23 September 2008?
(3) What are the categories of complaints received?
(4) What is the nature of complaints in each category?
(5) How many of the total complaints fall into each category?
(6) How many complaints in each category are under investigation by the CCC?
AnswerView source ↗
Answered
9 September 2009
Responded by
Minister for Transport
Response time
29 days
Public Transport Authority (PTA)
(1) The Public Transport Authority has a complaint management system in place.
(2) The number of comments and complaints received from 23 September 2008 to 14 August 2009 is 13 364.
(3) - (5) [See tabled paper no ]
(6) I am not aware of any complaints that are being investigated by the Crime and Corruption Commission.
Department of Transport
(1) The Department of Transport has a complaint management system in place.
(2) 52 complaints have been received since May 2009.
(3) As at 26 August 2009, the category and number of complaints received is:
· Services/standards/facilities - 43
· Legislation/regulations/rules - 7
· Information - 1
· Complaints process - 1
(4) The majority of complaints relate to motor vehicle or driver licensing customer service standards.
(5) Please refer to (3).
(6) I am not aware of any complaints that are being investigated by the Crime and Corruption Commission.
Main Roads
(1) Main Roads has a complaint management system in place.
(2) - (5) For the period 23 September 2008 to 31 July 2009 a total of 591 complaints were recorded. In the table below these complaints have been grouped into one of 43 different categories.
Complaint Category
Number Received
Complaint Category
Number Received
Animals
3
Publicity
2
Bridge Structures
2
Regulatory Signs
7
Community Engagement
3
Road Closure
9
Compensation Claims
7
Road Conditions
18
Construction Projects
2
Road Lines
6
Cultural Heritage
1
Road Pavement
7
Cyclists
71
Road Works
86
Damage
22
Roadside Memorial
1
Direction Signs
4
Roadside Rest Area
6
Drainage
2
Safety Issues
43
Fencing
3
Special Event
2
Flooding
2
Speed Zone
29
Goodbye Graffiti Campaign
6
Standards
1
Heavy Vehicle Access
3
Traffic Congestion
5
Heavy Vehicle Enforcement
11
Traffic Management
2
Litter
3
Traffic Signals
66
Maintenance/TNC
37
Vegetation
13
Noise Vibration
11
Visual Landscape
1
Parking
1
Warning Signs
2
Pedestrians
11
Website
11
Planning Issue
4
Other
60
Property
4
(6) I am not aware of any complaints that are being investigated by the Crime and Corruption Commission.
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(1) The Public Transport Authority has a complaint management system in place.
(2) The number of comments and complaints received from 23 September 2008 to 14 August 2009 is 13 364.
(3) - (5) [See tabled paper no ]
(6) I am not aware of any complaints that are being investigated by the Crime and Corruption Commission.
Department of Transport
(1) The Department of Transport has a complaint management system in place.
(2) 52 complaints have been received since May 2009.
(3) As at 26 August 2009, the category and number of complaints received is:
· Services/standards/facilities - 43
· Legislation/regulations/rules - 7
· Information - 1
· Complaints process - 1
(4) The majority of complaints relate to motor vehicle or driver licensing customer service standards.
(5) Please refer to (3).
(6) I am not aware of any complaints that are being investigated by the Crime and Corruption Commission.
Main Roads
(1) Main Roads has a complaint management system in place.
(2) - (5) For the period 23 September 2008 to 31 July 2009 a total of 591 complaints were recorded. In the table below these complaints have been grouped into one of 43 different categories.
Complaint Category
Number Received
Complaint Category
Number Received
Animals
3
Publicity
2
Bridge Structures
2
Regulatory Signs
7
Community Engagement
3
Road Closure
9
Compensation Claims
7
Road Conditions
18
Construction Projects
2
Road Lines
6
Cultural Heritage
1
Road Pavement
7
Cyclists
71
Road Works
86
Damage
22
Roadside Memorial
1
Direction Signs
4
Roadside Rest Area
6
Drainage
2
Safety Issues
43
Fencing
3
Special Event
2
Flooding
2
Speed Zone
29
Goodbye Graffiti Campaign
6
Standards
1
Heavy Vehicle Access
3
Traffic Congestion
5
Heavy Vehicle Enforcement
11
Traffic Management
2
Litter
3
Traffic Signals
66
Maintenance/TNC
37
Vegetation
13
Noise Vibration
11
Visual Landscape
1
Parking
1
Warning Signs
2
Pedestrians
11
Website
11
Planning Issue
4
Other
60
Property
4
(6) I am not aware of any complaints that are being investigated by the Crime and Corruption Commission.
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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