❓ A Western Australian parliamentary question on notice from 2001 inquiring about the implementation and compliance of Complaint Management Systems (CMS) within agencies under the Attorney General's portfolio. The response details which agencies have a CMS, their compliance with Australian Standards, and audit/survey practices.
AnsweredQoN 1253Legislative Assembly
Asked
7 November 2001
Member
Portfolio
Attorney General; Minister for Justice and Legal Affairs; Electoral Affairs; Peel and the South West
QuestionView source ↗
(b) how many of your agencies or departments have not got a CMS in place; (c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(g) since the operation of the CMS what assessment has been undertaken of the database?
(a) None of the above. (b) – (g) Not Applicable · EQUAL OPPORTUNITY COMMISSION (a) Yes (b) Not Applicable (c) Yes (d) Not Applicable (e) Yes (f) Yes (g) Annual review of rates of customer satisfaction with levels of services. · LEGAL AID WA (a) Yes (b) Not Applicable (c) Yes (d) Not Applicable (e) Yes (f) No (g) Database is audited as part of the Law Society accreditation requirements, and is analysed on an on-going basis for identification of any issues. · OFFICE OF THE INFORMATION COMMISSIONER (a)-(e) The Information Commissioner deals with complaints under the Freedom of Information Act 1992 and the procedures prescribed in the legislation must be followed during the external review process. (f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process. (g) Not applicable
· EQUAL OPPORTUNITY COMMISSION (a) Yes (b) Not Applicable (c) Yes (d) Not Applicable (e) Yes (f) Yes (g) Annual review of rates of customer satisfaction with levels of services. · LEGAL AID WA (a) Yes (b) Not Applicable (c) Yes (d) Not Applicable (e) Yes (f) No (g) Database is audited as part of the Law Society accreditation requirements, and is analysed on an on-going basis for identification of any issues. · OFFICE OF THE INFORMATION COMMISSIONER (a)-(e) The Information Commissioner deals with complaints under the Freedom of Information Act 1992 and the procedures prescribed in the legislation must be followed during the external review process. (f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process. (g) Not applicable
· LEGAL AID WA (a) Yes (b) Not Applicable (c) Yes (d) Not Applicable (e) Yes (f) No (g) Database is audited as part of the Law Society accreditation requirements, and is analysed on an on-going basis for identification of any issues. · OFFICE OF THE INFORMATION COMMISSIONER (a)-(e) The Information Commissioner deals with complaints under the Freedom of Information Act 1992 and the procedures prescribed in the legislation must be followed during the external review process. (f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process. (g) Not applicable
· OFFICE OF THE INFORMATION COMMISSIONER (a)-(e) The Information Commissioner deals with complaints under the Freedom of Information Act 1992 and the procedures prescribed in the legislation must be followed during the external review process. (f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process. (g) Not applicable
· OFFICE OF THE INFORMATION COMMISSIONER (a)-(e) The Information Commissioner deals with complaints under the Freedom of Information Act 1992 and the procedures prescribed in the legislation must be followed during the external review process. (f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process. (g) Not applicable
(c) of those agencies or departments that have got a CMS in place, does the CMS comply with the essential elements of the Australian Standard on Complaints Handling; (d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(d) if not, which elements are not being complied with; (e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(e) since the operation of the CMS have audits been undertaken of individual complaint files; (f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(f) since the operation of the CMS, have surveys of staff, consumers and complaints been undertaken; and (g) since the operation of the CMS what assessment has been undertaken of the database?
(g) since the operation of the CMS what assessment has been undertaken of the database?
(a) None of the above. (b) – (g) Not Applicable · EQUAL OPPORTUNITY COMMISSION (a) Yes (b) Not Applicable (c) Yes (d) Not Applicable (e) Yes (f) Yes (g) Annual review of rates of customer satisfaction with levels of services. · LEGAL AID WA (a) Yes (b) Not Applicable (c) Yes (d) Not Applicable (e) Yes (f) No (g) Database is audited as part of the Law Society accreditation requirements, and is analysed on an on-going basis for identification of any issues. · OFFICE OF THE INFORMATION COMMISSIONER (a)-(e) The Information Commissioner deals with complaints under the Freedom of Information Act 1992 and the procedures prescribed in the legislation must be followed during the external review process. (f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process. (g) Not applicable
· EQUAL OPPORTUNITY COMMISSION (a) Yes (b) Not Applicable (c) Yes (d) Not Applicable (e) Yes (f) Yes (g) Annual review of rates of customer satisfaction with levels of services. · LEGAL AID WA (a) Yes (b) Not Applicable (c) Yes (d) Not Applicable (e) Yes (f) No (g) Database is audited as part of the Law Society accreditation requirements, and is analysed on an on-going basis for identification of any issues. · OFFICE OF THE INFORMATION COMMISSIONER (a)-(e) The Information Commissioner deals with complaints under the Freedom of Information Act 1992 and the procedures prescribed in the legislation must be followed during the external review process. (f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process. (g) Not applicable
· LEGAL AID WA (a) Yes (b) Not Applicable (c) Yes (d) Not Applicable (e) Yes (f) No (g) Database is audited as part of the Law Society accreditation requirements, and is analysed on an on-going basis for identification of any issues. · OFFICE OF THE INFORMATION COMMISSIONER (a)-(e) The Information Commissioner deals with complaints under the Freedom of Information Act 1992 and the procedures prescribed in the legislation must be followed during the external review process. (f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process. (g) Not applicable
· OFFICE OF THE INFORMATION COMMISSIONER (a)-(e) The Information Commissioner deals with complaints under the Freedom of Information Act 1992 and the procedures prescribed in the legislation must be followed during the external review process. (f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process. (g) Not applicable
· OFFICE OF THE INFORMATION COMMISSIONER (a)-(e) The Information Commissioner deals with complaints under the Freedom of Information Act 1992 and the procedures prescribed in the legislation must be followed during the external review process. (f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process. (g) Not applicable
AnswerView source ↗
Answered
4 December 2001
Response time
27 days
· DEPARTMENT OF JUSTICE
· DIRECTOR OF PUBLIC PROSECUTIONS
· ELECTORAL COMMISSION
· OFFICE OF THE INSPECTOR OF CUSTODIAL SERVICES
· PEEL DEVELOPMENT COMMISSION
· SOUTH WEST DEVELOPMENT COMMISSION
(a) None of the above.
(b) – (g) Not Applicable
· EQUAL OPPORTUNITY COMMISSION
(a) Yes
(b) Not Applicable
(c) Yes
(d) Not Applicable
(e) Yes
(f) Yes
(g) Annual review of rates of customer satisfaction with levels of services.
· LEGAL AID WA
(a) Yes
(b) Not Applicable
(c) Yes
(d) Not Applicable
(e) Yes
(f) No
(g) Database is audited as part of the Law Society accreditation requirements, and is analysed on an on-going basis for identification of any issues.
· OFFICE OF THE INFORMATION COMMISSIONER
(a)-(e) The Information Commissioner deals with complaints under the
Freedom of Information Act 1992
and the procedures prescribed in the legislation must be followed during the external review process.
(f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process.
(g) Not applicable
· DIRECTOR OF PUBLIC PROSECUTIONS
· ELECTORAL COMMISSION
· OFFICE OF THE INSPECTOR OF CUSTODIAL SERVICES
· PEEL DEVELOPMENT COMMISSION
· SOUTH WEST DEVELOPMENT COMMISSION
(a) None of the above.
(b) – (g) Not Applicable
· EQUAL OPPORTUNITY COMMISSION
(a) Yes
(b) Not Applicable
(c) Yes
(d) Not Applicable
(e) Yes
(f) Yes
(g) Annual review of rates of customer satisfaction with levels of services.
· LEGAL AID WA
(a) Yes
(b) Not Applicable
(c) Yes
(d) Not Applicable
(e) Yes
(f) No
(g) Database is audited as part of the Law Society accreditation requirements, and is analysed on an on-going basis for identification of any issues.
· OFFICE OF THE INFORMATION COMMISSIONER
(a)-(e) The Information Commissioner deals with complaints under the
Freedom of Information Act 1992
and the procedures prescribed in the legislation must be followed during the external review process.
(f) Surveys of participants are administered in all cases to obtain feedback and determine their degree of satisfaction with the process.
(g) Not applicable
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