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Legislative Assembly for the ACT: 2018 Week 13 Hansard (29 November) . . Page.. 5295 ..

(3) What was the average timeframe for each (a) category or type and (b) subcategory or subtype of complaint to be resolved by Access Canberra during each financial year since its establishment to date.

Mr Ramsay: The answer to the member's question is as follows:

(1) The Access Canberra Complaints Management team (CMT) was established on 1 July 2017 to coordinate matters requiring responses to the public and referral of matters to relevant compliance areas.

The CMT captures all incoming regulatory complaints within Access Canberra. Once received the complaint is allocated to a case manager and prioritized based on a risk-harm model. Complainants are initially responded to within 10 days of the complaint being lodged. Complex matters are referred to the relevant business unit for further investigation. Timeframes for investigations can vary depending on the complexity of the matter and level of cooperation by affected parties including external factors such as the provision of independent reports by third parties. Where the matter is complex and is expected to exceed this timeframe complainant will be informed of the progress.

The number of complaints received through the CMT since its inception to 31 October 2018, by (a) category type and (b) subcategory type is at Attachment A.

Obtaining data prior to 2017 would be an unreasonable diversion of resources as it would require manual extraction of data.

(2) In relation to parts (a) and (b) Access Canberra does not differentiate between complaints submitted by members of the public, government or professional entities.

(c) 280 complaints were referred to another entity by Access Canberra for response. Refer to the Other category at Attachment A for a breakdown of the referral entities.

(d) Access Canberra handles all complaints.

(e) 11,643 complaints are complete, comprising 10,123 resolved matters and a further 1,520 matters that were assessed as not requiring further action.

(f) 794 complaints are yet to be finalised.

(3) Refer to the table at Attachment A showing average timeframes since the CMTs inception.

Attachment A


Sub-category Number of Complaints Average of

No of days open Worksafe 86 69.0 Asbestos 12 32.5 Bullying 5 64.2 Dangerous substances 3 11.3 Long service leave 1 21.0 Non-compliant 1 2.0 Unsafe sites - construction 35 72.5 Unsafe sites - Workplace 22 109.0 Workers compensation 7 32.7

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