Appendices

Appendix 1 - Complaints Received and Finalised

Appendix 2 - Legislation

Appendix 3 - Publications

 


 

 

Appendix 1 - Complaints Received and Finalised

 

Complaints finalised at assessment

Complaints finalised at investigation

 

Total Complaints
Received
in 2016-17

Issue
not in
jurisdiction

More
appropriate
body to
handle
complaint

Referred
back to the
public
authority

Investigation
not
warranted

Resolved

Not
sustained,
cannot be
determined,
or
discontinued

Withdrawn

Total
Complaints
Finalised
in 2016-17

PUBLIC SECTOR

Agriculture and Food, Department of

2

1

 

 

 

1

 

 

2

Attorney General, Department of the

26

6

4

2

4

7

 

2

25

Child and Adolescent Health Service

2

1

1

 

 

 

 

 

2

Child Protection and Family Support, Department for

79

11

8

23

12

19

 

2

75

Commerce, Department of

22

 

3

4

6

7

 

 

20

Construction Industry Long Service Leave Payments Board

3

 

1

 

2

 

 

 

3

Corrective Services, Department of

279

8

25

54

48

132

 

6

273

Culture and the Arts, Department of

 

 

 

 

 

1

 

 

1

Disability Services Commission

3

 

1

 

 

1

 

 

2

East Metropolitan Health Service

8

 

4

2

1

 

 

 

7

Education, Department of

40

 

7

3

12

18

 

1

41

Environment Regulation, Department of

3

1

1

 

 

1

 

 

3

Environmental Protection Authority, Office of the

2

1

 

 

1

 

 

 

2

Finance, Department of

6

2

2

 

 

4

 

 

8

Fire and Emergency Services, Department of

1

1

 

 

 

 

 

 

1

Fisheries, Department of

 

 

 

 

 

1

 

 

1

Government Employees Superannuation Board

2

1

1

 

 

 

 

 

2

Health and Disability Services Complaints Office

3

 

 

 

1

1

 

 

2

Health, Department of

7

1

1

 

1

2

 

 

5

Housing Authority

135

10

11

25

30

67

1

 

144

Insurance Commission of Western Australia

4

1

3

1

 

1

 

 

6

Keep Australia Beautiful Council (Western Australia)

2

 

1

 

 

1

 

 

2

Landgate

8

 

 

2

 

4

1

1

8

Lands, Department of

2

 

 

 

 

 

 

 

 

Legal Aid WA

7

1

 

1

1

4

 

 

7

Legal Profession Complaints Committee

2

 

1

 

 

1

 

 

2

Local Government and Communities, Department of

4

 

 

1

 

1

 

 

2

Lotteries Commission

2

 

 

 

 

1

 

 

1

Main Roads Western Australia

14

1

5

 

 

5

 

1

12

Metropolitan Cemeteries Board

1

 

 

 

 

1

 

 

1

Mines and Petroleum, Department of

1

 

1

 

 

 

 

 

1

North Metropolitan Health Service

2

 

1

 

1

1

 

 

3

North Metropolitan TAFE

7

 

1

1

2

1

 

1

6

Parks and Wildlife, Department of

4

1

 

1

 

1

 

 

3

Planning, Department of

2

 

 

 

 

1

 

 

1

Potato Marketing Corporation

 

 

 

 

1

 

 

 

1

Premier and Cabinet, Department of the

3

2

 

1

 

1

 

 

4

Prisoners Review Board

7

 

1

2

4

1

 

 

8

Public Advocate

8

1

4

1

 

1

 

 

7

Public Sector Commission

3

3

 

 

 

 

 

 

3

Public Transport Authority

11

 

5

 

2

4

 

1

12

Public Trustee

22

 

4

3

2

12

 

 

21

Racing, Gaming and Liquor, Department of

1

1

 

 

 

 

 

 

1

Regional Development, Department of

1

 

 

 

1

 

 

 

1

Rottnest Island Authority

1

 

 

 

 

1

 

 

1

School Curriculum and Standards Authority

3

 

 

 

 

2

 

 

2

SERCO - Acacia Prison

56

2

7

10

8

32

 

1

60

Sodexo - Melaleuca Remand and Reintegration Facility

18

1

 

3

2

4

 

1

11

South Metropolitan Health Service

13

1

8

1

1

2

 

 

13

South Metropolitan TAFE

4

 

 

1

1

1

 

 

3

South Regional TAFE

1

 

 

1

 

 

 

 

1

South West Development Commission

 

 

1

 

 

 

 

 

1

Sport and Recreation, Department of

 

 

 

 

1

 

 

 

1

Teacher Registration Board

1

 

 

 

 

1

 

 

1

Training Accreditation Council

2

 

2

1

 

 

 

 

3

Training and Workforce Development, Department of

 

1

 

 

 

 

 

 

1

Transport, Department of

71

4

19

8

10

28

1

1

71

WA Country Health Service

4

1

1

1

1

 

 

 

4

Water Corporation

1

 

 

 

 

1

 

 

1

Western Australia Police

162

11

38

45

15

50

 

1

160

Workcover

2

 

2

 

 

 

 

 

2

TOTAL PUBLIC SECTOR COMPLAINTS

1080

76

175

198

171

426

3

19

1068

 

 

 

Complaints finalised at assessment

Complaints finalised at investigation

 

Total Complaints
Received
in 2016-17

Issue
not in
jurisdiction

More
appropriate
body to
handle
complaint

Referred
back to the
public
authority

Investigation
not
warranted

Resolved

Not
sustained,
cannot be
determined,
or
discontinued

Withdrawn

Total
Complaints
Finalised
in 2016-17

LOCAL GOVERNMENT

Albany, City of

1

 

 

 

 

1

 

 

1

Armadale, City of

14

1

1

3

 

6

1

 

12

Augusta / Margaret River, Shire of

3

1

1

1

 

 

 

 

3

Bassendean, Town of

2

1

 

1

 

 

 

 

2

Bayswater, City of

11

 

2

1

1

4

 

 

8

Belmont, City of

5

 

2

 

2

1

 

 

5

Boddington, Shire of

1

 

 

1

 

1

 

 

2

Boyup Brook, Shire of

1

 

 

1

 

 

 

 

1

Bridgetown / Greenbushes, Shire of

1

 

1

 

 

 

 

 

1

Brookton, Shire of

1

 

 

 

 

1

 

 

1

Broome, Shire of

2

 

1

 

 

1

 

 

2

Broomehill, Shire of

4

1

 

1

1

 

 

 

3

Bunbury, City of

2

 

1

 

 

 

1

 

2

Busselton, City of

3

 

1

 

1

2

1

 

5

Cambridge, Town of

6

1

 

 

 

3

1

 

5

Canning, City of

2

 

1

 

 

3

 

 

4

Carnarvon, Shire of

7

 

 

 

 

 

 

 

 

Chittering, Shire of

5

 

1

 

2

2

 

 

5

Christmas Island, Shire of

 

 

 

 

1

1

 

 

2

Claremont, Town of

2

 

2

 

 

 

 

 

2

Cockburn, City of

17

 

2

 

3

10

 

 

15

Cocos (Keeling) Islands, Shire of

 

 

2

 

 

1

1

 

4

Collie, Shire of

1

 

 

1

 

 

 

 

1

Coolgardie, Shire of

 

 

 

 

1

 

 

 

1

Coorow, Shire of

1

 

 

 

 

1

 

 

1

Cottesloe, Town of

3

 

 

1

 

 

 

 

1

Cranbrook, Shire of

3

 

 

 

 

 

1

 

1

Cunderdin, Shire of

2

 

 

 

 

1

 

 

1

Dandaragan, Shire of

2

 

 

 

 

2

 

 

2

Dardanup, Shire of

2

1

 

 

 

 

 

 

1

Denmark, Shire of

2

1

 

1

 

 

 

 

2

Donnybrook / Balingup, Shire of

1

 

 

 

 

 

1

 

1

Dundas, Shire of

1

 

1

 

 

 

 

 

1

East Fremantle, Town of

1

 

 

 

 

1

 

 

1

East Pilbara, Shire of

 

 

 

 

 

1

 

 

1

Esperance, Shire of

4

1

 

 

 

3

 

 

4

Exmouth, Shire of

2

1

1

 

 

 

 

 

2

Fremantle, City of

6

1

1

 

 

3

 

 

5

Gingin, Shire of

2

 

1

 

1

 

1

 

3

Gosnells, City of

10

1

1

1

1

6

1

 

11

Greater Geraldton, City of

1

 

1

 

 

 

 

 

1

Harvey, Shire of

4

1

 

 

1

1

 

1

4

Irwin, Shire of

1

 

 

 

 

 

 

 

 

Joondalup, City of

26

2

3

2

3

11

1

2

24

Kalamunda, Shire of

11

1

3

 

1

5

 

 

10

Kalgoorlie / Boulder, City of

1

 

 

1

 

 

 

 

1

Karratha, City of

1

1

 

1

 

3

 

 

5

Katanning, Shire of

3

 

 

 

 

3

 

 

3

Kojonup, Shire of

 

 

 

 

 

1

 

 

1

Kwinana, City of

1

 

 

 

 

1

 

 

1

Mandurah, City of

13

 

3

 

2

5

 

2

12

Melville, City of

25

3

8

2

3

7

1

 

24

Mosman Park, Town of

1

1

 

 

 

 

 

 

1

Mundaring, Shire of

4

 

1

 

2

4

 

 

7

Murray, Shire of

3

 

1

 

 

2

1

 

4

Nannup, Shire of

1

 

 

 

 

1

 

 

1

Nedlands, City of

7

1

2

1

 

2

1

 

7

Northam, Shire of

9

 

1

2

3

2

 

 

8

Northampton, Shire of

1

 

 

 

 

 

 

 

 

Nungarin, Shire of

1

 

 

 

 

1

 

 

1

Perenjori, Shire of

1

1

 

 

 

 

 

 

1

Perth, City of

14

3

3

2

5

2

 

1

16

Plantagenet, Shire of

3

 

 

 

 

2

 

 

2

Port Hedland, Town of

1

 

2

 

 

 

 

 

2

Rockingham, City of

14

 

2

2

2

6

 

 

12

Serpentine / Jarrahdale, Shire of

5

 

1

 

 

3

 

 

4

South Perth, City of

6

 

 

 

2

1

1

 

4

Stirling, City of

22

2

3

2

3

11

1

 

22

Subiaco, City of

9

1

2

 

1

4

1

 

9

Swan, City of

15

2

4

1

4

4

1

 

16

Toodyay, Shire of

4

1

 

 

1

3

 

 

5

Victoria Park, Town of

10

2

1

 

2

4

 

2

11

Vincent, City of

9

 

3

 

1

4

 

1

9

Wagin, Shire of

 

 

 

 

 

1

 

 

1

Wanneroo, City of

20

 

6

1

4

9

1

1

22

Waroona, Shire of

3

 

1

 

 

1

1

1

4

West Arthur, Shire of

1

 

 

 

 

1

 

 

1

Wyndham / East Kimberley, Shire of

 

 

 

 

1

 

 

 

1

Yalgoo, Shire of

1

 

 

 

 

1

 

 

1

York, Shire of

3

 

 

 

1

2

 

 

3

TOTAL LOCAL GOVERNMENT COMPLAINTS

388

33

74

30

56

163

19

11

386

 

 

Complaints finalised at assessment

Complaints finalised at investigation

 

Total Complaints
Received
in 2016-17

Issue
not in
jurisdiction

More
appropriate
body to
handle
complaint

Referred
back to the
public
authority

Investigation
not
warranted

Resolved

Not
sustained,
cannot be
determined,
or
discontinued

Withdrawn

Total
Complaints
Finalised
in 2016-17

UNIVERSITIES

Curtin University

42

1

 

8

4

17

13

1

44

Edith Cowan University

23

1

1

4

3

7

2

2

20

Murdoch University

9

1

1

 

2

3

1

1

9

University of Western Australia

9

 

 

 

2

3

1

 

6

TOTAL UNIVERSITIES

83

3

2

12

11

30

17

4

79

 

 

Complaints finalised at assessment

Complaints finalised at investigation

 

Total Complaints
Received
in 2016-17

Issue
not in
jurisdiction

More
appropriate
body to
handle
complaint

Referred
back to the
public
authority

Investigation
not
warranted

Resolved

Not
sustained,
cannot be
determined,
or
discontinued

Withdrawn

Total
Complaints
Finalised
in 2016-17

AGENCIES OUT OF JURISDICTION

Organisation not identified

9

5

2

 

 

 

 

 

7

Agencies out of jurisdiction

630

95

534

 

 

 

 

 

629

TOTAL AGENCIES OUT OF JURISDICTION

639

100

536

0

0

0

0

0

636

 

 

Complaints finalised at assessment

Complaints finalised at investigation

 

Total Complaints
Received
in 2016-17

Issue
not in
jurisdiction

More
appropriate
body to
handle
complaint

Referred
back to the
public
authority

Investigation
not
warranted

Resolved

Not
sustained,
cannot be
determined,
or
discontinued

Withdrawn

Total
Complaints
Finalised
in 2016-17

TOTAL COMPLAINTS

Total complaints about agencies in jurisdiction

1551

112

251

240

238

619

39

34

1533

Total complaints about agencies out of jurisdiction

639

100

536

 

 

 

 

 

636

Grand Total

2190

212

787

240

238

619

39

34

2169

 

Appendix 2 - Legislation

Principal Legislation

Legislation and Other Instruments Governing Other Functions

Complaints and appeals by overseas students

Public Interest Disclosures

Complaints from residents of the Indian Ocean Territories

Complaints from persons detained under terrorism legislation

Inspection of Telecommunications Interception records

Monitoring functions under the Criminal Organisations Control Act

 

Monitoring of the Infringement Notices provisions of The Criminal Code

Energy and Water Ombudsman


 

Other Key Legislation Impacting on the Office’s Activities

  • Auditor General Act 2006;
  • Children and Community Services Act 2004;
  • Corruption, Crime and Misconduct Act 2003;
  • Disability Services Act 1993;
  • Equal Opportunity Act 1984;
  • Financial Management Act 2006;
  • Industrial Relations Act 1979;
  • Minimum Conditions of Employment Act 1993;
  • Occupational Safety and Health Act 1984;
  • Public Sector Management Act 1994;
  • Royal Commissions Act 1968;
  • Salaries and Allowances Act 1975;
  • State Records Act 2000; and
  • State Supply Commission Act 1991.

Appendix 3 - Publications

Publications

The following publications are available electronically on the Ombudsman’s website at www.ombudsman.wa.gov.au and in hard copy by request to mail@ombudsman.wa.gov.au. Publications can also be made available in alternative formats to meet the needs of people with a disability.

 

Brochures and Posters

About the Ombudsman

  • Ombudsman Western Australia Brochure
  • Ombudsman Western Australia Summary Posters
  • Ombudsman Western Australia Summary Flyer
  • It’s OK to complain – Poster for Young People aged 5 – 10
  • It’s OK to complain – Poster for Young People aged 10+
  • Children and Young People Information Sheet
  • ‘Have you got a problem?’ Information Sheet for Young People aged 5-10
  • ‘Have you got a problem?’ Information Sheet for Young People aged 10+
    (translated into 15 community languages)
  • It’s OK to complain – Postcard for Young People aged 5 – 10
  • It’s OK to complain – Postcard for Young People aged 10+

 

Guidelines and Information Sheets for Members of the Public

Making a Complaint

  • How to complain to the Ombudsman (translated into 15 community languages)
  • Making a complaint to the Ombudsman  (summary information sheet)
  • Complaining to the Ombudsman - Information for prisoners
  • Complaints by overseas students
  • Making a complaint to a State Government agency

How Complaints are Handled

  • Overview of the complaint resolution process - Information for complainants
  • How we assess complaints
  • Assessment of complaints checklist
  • Being interviewed by the office of the Ombudsman
  • Requesting a review of a decision about a complaint to the Ombudsman

 

Guidelines and Information Sheets for Public Authorities

General Information

  • Overview of the complaint resolution process - Information for public authorities
  • Information for boards and tribunals

Information Packages for Public Authorities

The following publications are available as individual documents and as a suite of documents under the headings listed:

Decision Making

  • Exercise of discretion in administrative decision making
  • Procedural fairness (natural justice)
  • Giving reasons for decisions
  • Good record keeping

Effective Complaint Handling

  • The principles of effective complaint handling
  • Effective handling of complaints made to your organisation – An overview
  • Complaint handling systems Checklist
  • Making your complaint handling system accessible
  • Guidance for Complaint Handling Officers
  • Investigation of complaints
  • Procedural fairness (natural justice)
  • Good record keeping
  • Remedies and Redress
  • Dealing with unreasonable complainant conduct
  • Managing unreasonable complainant conduct: Practice manual

Conducting Investigations

  • Conducting administrative investigations
  • Investigation of complaints
  • Procedural fairness (natural justice)
  • Giving reasons for decisions
  • Good record keeping

Management of Personal Information

  • Management of Personal Information
  • Checklist - Management of Personal Information
  • Good practice principles for the management of personal information

Integrity Coordinating Group Publications

The following publications have been produced by the Integrity Coordinating Group and are available at www.icg.wa.gov.au and via links from the Ombudsman’s website:

  • Integrity in decision making
  • Conflicts of interest
  • Gifts, benefits and hospitality
  • Raising concerns - taking action on integrity issues

 

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