Legislative Assembly for the ACT: 2018 Week 03 Hansard (Thursday, 22 March 2018) . . Page.. 1016 ..
ACTCS is currently exploring the option of an online visits booking system, as well as the potential to book visits via email.
(5) The directorate is currently exploring ways to reduce the time and resources needed to book and process visits to the AMC. The new ACTCS database currently under development, known as CORIS, offers the potential to streamline the process further and will be explored as the system is rolled out.
Alexander Maconochie Centre—visitor feedback
(Question No 902)
Mrs Jones asked the Minister for Corrections, upon notice, on 16 February 2018:
(1) In relation to visitor grievances at the Alexander Maconochie Centre (AMC), what is the procedure for visitors lodging written complaints and providing feedback in relation to the AMC.
(2) Can lodging a complaint or providing feedback be completed solely on the AMC/ACT Corrective Services (ACTCS) website; if not, why not.
(3) Once feedback or a complaint from a visitor has been received by ACTCS, what is the process of investigation.
(4) Does the process of investigation differ between “feedback” and a “complaint”.
(5) Once an investigation into a visitor’s feedback or complaint has been completed, what is the policy for responding to the visitor and in what timeframe.
(6) Does the AMC website clearly display information pertaining to whom the responsible Minister is for ACTCS and how to contact that Minister; if not, why not.
Mr Rattenbury: The answer to the member’s question is as follows:
(1) Visitors can provide written complaints or feedback relating to the AMC by completing a visitor feedback form. These forms are provided to the Manager, AMC Executive Support Team to provide a response and are then recorded by the AMC Compliance Team. Visitors can also contact the ACTCS Policy and Government Unit who will provide them with an email address for written correspondence or by writing directly to the Executive Director, ACTCS. The details for both forms of contact are on the ACTCS website (www.cs.act.gov.au). Visitors are also able to lodge complaints with the ACT Human Rights Commission or the ACT Ombudsman regarding the AMC.
(2) Individuals are unable to lodge complaints or feedback via the ACTCS website. This is currently under review.
(3) Each complaint or suggestion received by ACTCS is managed on an individual basis. Where the complaint is received by the ACTCS Policy and Government Unit, a member of the team will action the complaint or suggestion by gathering information and seeking stakeholder input prior to formulating a response. The response is then reviewed by the relevant ACTCS Executive, prior to submission to the Executive