Customer Feedback
The department aims to provide clients with quality service and outcomes. The department is committed to providing an efficient, fair and accessible mechanism for resolving customer feedback and ensuring that any complaint or other feedback received is dealt with courteously, investigated fully and acted on quickly and appropriately. The department respects customers’ right to complain if they are not happy with the services provided, or the way in which they are provided. Compliments and suggestions are also welcomed.
In managing feedback and complaints, the department monitors and reviews complaints lodged and outcomes achieved, to assist in the identification of systemic and recurring problems and/or potential improvements to service delivery and customer relations. Similarly, the department reviews the complaints handling process to ensure it is efficiently delivering effective outcomes.
In 2016-17, there were 43 pieces of feedback received and managed.
The following figures are compiled from the online Feedback and Complaint Management System.
| Contact method | Number of complaints | Number of compliments | Number of suggestions | Total |
|---|---|---|---|---|
| Email, mail or fax | 0 | 0 | 0 | 0 |
| Internet | 16 | 6 | 14 | 36 |
| Telephone | 6 | 0 | 1 | 7 |
| Total | 22 | 6 | 15 | 43 |