Page 5275 - Week 13 - Thursday, 29 November 2018
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The CRM tool allows members of the community to directly lodge their feedback with the Directorate, receive a tracking code for their feedback, and specify whether the feedback was related to a request for information, a request for service, a compliment or a complaint. The CRM tool allows the Directorate to ensure that all feedback receives a response either by the Education Support Office or by the relevant ACT public school.
Feedback is also provided directly to schools and to individual teams within the Directorate. This feedback is generally responded to directly by the relevant school or area. In some cases, the feedback may need to be escalated to the Directorate’s Complaints and Liaison Unit for a response. These escalated cases are recorded in the CRM database and included in the count of items described earlier in this section.
(2) Schools respond to complaints/inquiries independently. At times when it is considered appropriate they may be escalated to the Education Support Office for consideration, support and/or action. As a result not all complaints/inquiries are captured at the directorate level.
(3) The Education Directorate’s Customer Relationship Management System (CRM) was introduced in November 2014 to record complaints, queries and requests received by the Directorate’s Complaints and Liaison Unit about ACT public schools and the Education Directorate. With the advent of the CRM, complainants were no longer required to submit a complaint using the defined written complaint template.
In 2017-18 further improvements were made to the CRM’s reporting capability allowing the Directorate to report against eight broad themes. The following tables provide details of the 2017-18 complaint themes and the number of complaints recorded in the Directorate’s CRM since its introduction.
Complaints themes recorded against ACT public schools during 2017-18
|
Complaint theme |
2017-2018 |
|
Communication |
35 |
|
Enrolment |
28 |
|
Facilities and infrastructure |
17 |
|
Inclusion and engagement |
15 |
|
Policies |
14 |
|
Staff behaviour |
75 |
|
Student behaviour management |
110 |
|
Teaching and learning |
8 |
Complaints recorded in Education Directorate’s CRM
|
2013-2014 |
November 2014-2015 |
2015-2016 |
2016-2017 |
2017-2018 | |
|
Complaints about ACT public schools |
CRM not in operation |
136 |
164 |
249 |
302 |
|
Other complaints (but not about non-government schools) |
CRM not in operation |
Other complaints not recorded |
2 |
20 |
29 |
(4) As above.
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