❓ Hon Ljiljanna Ravlich asks the Treasurer about complaints management within departments and agencies in their portfolio, specifically regarding the number, categories, nature, and investigation status of complaints received since September 2008. The Treasurer provides a detailed breakdown of complaints received by the Department of Treasury and Finance.
AnsweredQoN 1083Legislative Council
QuestionView source ↗
For each Department and Agency within the Treasurer’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
10 September 2009
Responded by
Parliamentary Secretary representing the Treasurer
Response time
30 days
(1) The Department of Treasury and Finance (DTF) has a complaints management system.
(2) 113.
(3)
(a) Business decisions.
(b) Services.
(c) Employee behaviour.
(d) Legislation and regulation.
(e) Government policy/process.
(f) Government Procurement contractors.
(g) Non-DTF complaint.
(4)
(a) Business decisions relate to complaints made about tax assessments raised or grants disallowed.
(b) Services: website issues; lack of response to messages; time taken to assess documents; over-the-counter assessing; services provided by Shared Services.
(c) Employee behaviour: poor customer service; unacceptable staff behaviour.
(d) Legislation and regulation: legislation administered by the Commissioner of State Revenue; superannuation.
(e) Government policy/process: legislation including land tax, pay-roll tax and first home owner grant; complaints about policy or process non-compliance.
(f) Government Procurement contractors: evaluation of tender bids; outcome of tender process.
(g) Non DTF complaints: general complaints which do not relate to DTF's business.
(5)
(a) Business decisions - 15.
(b) Services - 50.
(c) Employee behaviour - 3.
(d) Legislation and regulation - 6.
(e) Government Procurement contractors - 15.
(f) Government policy/process - 17.
(g) Non-DTF complaint - 7.
(6) There are no complaints under investigation by the CCC.
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(2) 113.
(3)
(a) Business decisions.
(b) Services.
(c) Employee behaviour.
(d) Legislation and regulation.
(e) Government policy/process.
(f) Government Procurement contractors.
(g) Non-DTF complaint.
(4)
(a) Business decisions relate to complaints made about tax assessments raised or grants disallowed.
(b) Services: website issues; lack of response to messages; time taken to assess documents; over-the-counter assessing; services provided by Shared Services.
(c) Employee behaviour: poor customer service; unacceptable staff behaviour.
(d) Legislation and regulation: legislation administered by the Commissioner of State Revenue; superannuation.
(e) Government policy/process: legislation including land tax, pay-roll tax and first home owner grant; complaints about policy or process non-compliance.
(f) Government Procurement contractors: evaluation of tender bids; outcome of tender process.
(g) Non DTF complaints: general complaints which do not relate to DTF's business.
(5)
(a) Business decisions - 15.
(b) Services - 50.
(c) Employee behaviour - 3.
(d) Legislation and regulation - 6.
(e) Government Procurement contractors - 15.
(f) Government policy/process - 17.
(g) Non-DTF complaint - 7.
(6) There are no complaints under investigation by the CCC.
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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