Legislative Assembly for the ACT: 2002 Week 14 Hansard (10 December) . . Page.. 4106 ..
MR WOOD: Mr Speaker, I have a follow-up to a question. On 19 and 21 November, Mr Cornwell asked me questions about how maintenance requests were communicated by ACT Housing tenants. I will give a fuller answer.
An integral aspect of the total facilities management concept, or TFM, introduced in July 2001-note the date-is the provision of a call centre for receiving and processing maintenance requests. It operates on a 24 hours per day, seven days per week, basis. Tenants are encouraged to direct their maintenance inquiries through this facility, so that all issues can be coordinated and progress monitored.
As part of the handling of inquiries, each of the two TFMs-north and south-provides a fax service for handling maintenance inquiries from tenants who cannot use the phone. ACT Housing sometimes receives maintenance requests directly from tenants. All those requests are forwarded to the TFM centre for processing. Maintenance works identified by housing managers during annual visits are also forwarded to the call centres.
Both TFMs have reconfirmed that suitable alternative arrangements are available for tenants who have difficulties in using the telephone service. ACT Housing will ensure that additional measures are taken to advertise the availability of the fax service and the email addresses in the call centres. An article on this subject will appear in the next newsletter.
ACT Housing contractors understand their obligations under the access and equity principles. The TFM contract includes a code of conduct which addresses the issues of access and equity with regard to its client.
Watson High School building
MR QUINLAN: On 30 August this year Ms Tucker, during question time in the Assembly, asked me some questions relating to the management of the old Watson High School building. The answer has been separately advised to Ms Tucker, and I now ask for leave to have the answer incorporated in Hansard.
The answer read as follows: