❓ This WA parliamentary question seeks clarification on the Department of Education and Training's Complaints Management Unit's (CMU) processes for handling complaints, including grounds for refusal, referral to schools, and monitoring of local resolution.
AnsweredQoN 2874Legislative Assembly
QuestionView source ↗
(1) On what grounds, if any, may the Department of Education and Training’s Complaints Management Unit refuse to investigate a complaint referred to it?
(2) Has the Complaints Management Unit ever refused to investigate a referred complaint?
(3) With reference to (2), how many cases, if any, has the Complaints Management Unit refused to investigate and why?
(4) Does the Complaints Management Unit have the power to recommend that a matter be dealt with at school level?
(5) If yes to (4), what action does the Complaints Management Unit take to ensure that the matter is dealt with at school level?
(2) Has the Complaints Management Unit ever refused to investigate a referred complaint?
(3) With reference to (2), how many cases, if any, has the Complaints Management Unit refused to investigate and why?
(4) Does the Complaints Management Unit have the power to recommend that a matter be dealt with at school level?
(5) If yes to (4), what action does the Complaints Management Unit take to ensure that the matter is dealt with at school level?
AnswerView source ↗
Answered
25 August 2004
Responded by
Minister for Education and Training
Response time
85 days
(1) Since the Complaints Management Unit (CMU) became operational in February 2004, approximately 970 complaints have been lodged with or referred to it for consideration. Of this number, 436 have been referred back to the school or district, as per the Department?s policy for local resolution, where appropriate. Where this occurs, district Directors have a responsibility to monitor the complaints resolution process. In addition, complaints that are not in writing, appear to be vexatious or frivolous, that relate to an incident which occurred more than 12 months previously or do not provide specific detail may not be considered by the CMU. In all cases, the complainant is advised of the intentions of the Department. (2) No. All complaints forwarded to CMU are considered and addressed accordingly, unless exemptions in answer (1) above exist. (3) Not applicable. (4) Yes (5) Matters that are more appropriately dealt with at the local level are referred back to the District Education Office for management and/or referral to the school. District Directors are responsible for monitoring and reviewing the performance of schools within their district.
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