Home›Questions on Notice›QoN 145

❓ Mr. Huston questions the Premier regarding Public Sector Customer Service Standards, seeking details on their evolution since 2017, including changes, consultations, and response times. The answer states that no such sector-wide standards exist, and each agency is responsible for its own charter.

AnsweredQoN 145Legislative Assembly

Asked

28 May 2025

Member

Mr Jonathan Huston

Portfolio

Premier

QuestionView source ↗

I refer to the Premier's responsibility for the Public Sector Commissioner (PSC), and I ask: (a) Please provide all different versions of forms and content of Public Sector Customer Service Standards that have existed since 2017 : (i) Noting why changes or standards were enacted and who authorised such changes: (A) Explain what public consultation occurred to enact any changes in customer service standards; and (B) In the event public consultation did not occur how would the PSC reconcile such inaction with reference to the Public Sector Charter; and (ii) Noting why defined times or durations were deleted or adjusted since 2017 for such events or items including: (A) Response times for PSC Public Sector officers to reply to written requests or public correspondence (including emails)? (B) Response times for PSC public sector officers to reply to telephone calls from the public? (C) Follow time or durations following an initial outreach from the public in relation to items (ii)(A) and (B)? (D) Given the WA Public Sector (WAPS) Charter, why PSC standards should or should not apply to all members of the WAPS? If not, why not?

AnswerView source ↗

Answered

12 August 2025

Response time

8 days

There are no Public Sector Customer Service Standards for the sector as described in the question. Each public sector agency is responsible for its own customer service charter.

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