Page 1870 - Week 05 - Thursday, 11 May 2017

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Access Canberra—service delivery

Mr Ramsay (in reply to a supplementary question by Mrs Jones on Thursday, 23 March 2017):

The average wait time for customers to get through to the Access Canberra Contact Centre is 133 seconds (year to date as at 31 March 2017). Statistics are not recorded for the second wait period.

I would like to correct the record for the Assembly – there are no set timeliness standards for the Contact Centre. While the Contact Centre aims to take calls as quickly as possible, instead of focusing on meeting a time standard, Access Canberra focuses on the outcomes of a great customer experience and reaching resolution in the most efficient manner.

Access Canberra measures its performance on these outcomes through the following output measures.

a) Percentage of customers satisfied with Access Canberra.

b) Percentage of Canberra community satisfied with the ease of interacting with Access Canberra.

In the 2016 Access Canberra Customer Satisfaction Research Report, 87 per cent of respondents were satisfied with the service provided by the Contact Centre and 94 per cent felt it was easy to interact with the Contact Centre.

Bimberi Youth Justice Centre—admission process

Ms Stephen-Smith (in reply to a question and a supplementary question by Mrs Kikkert on Tuesday, 28 March 2017):

1. The Human Rights Commission’s 2011 audit into Bimberi found that the Coree unit was being used as both an admissions unit and a de facto behaviour management unit. We have received multiple reports that this is still occurring.

a. Why is this still happening?

Bimberi Youth Justice Centre has four residential units which offer different levels of supervision. The Coree Unit is used on admission and when a young person requires additional supervision because of a risk to their own safety or that of other young people. Coree was designed for this purpose. The Coree Unit is not being used for behaviour management purposes. Behaviour management directions are most typically actioned in the unit where the young person resides and where they undertake programs.

b. Why has the management of Bimberi ignored the concern of the Human Rights Commission that this practice contravenes the right for remandees not to be mixed with sentenced young people?

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