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Legislative Assembly for the ACT: 1997 Week 12 Hansard (13 November) . . Page.. 4128 ..

MRS CARNELL (continuing):

ACT Housing launched its customer assistance and complaints helpline in February 1997. This has improved customer feedback and allowed customer concerns to be more promptly addressed. To better suit the changing needs of bus travellers, ACTION has introduced prototype midi-buses which offer easier access and provide more flexibility in scheduling. At the Canberra Hospital, surveys are conducted regularly in all areas to assess the quality of services provided, and a customer relations officer coordinates the investigation and follows up all complaints.

ACT Community Care recently reviewed their commitment to service statements and, as a result, one commitment to service statement was developed for the whole of ACT Community Care. This has been widely distributed and it contains mechanisms for customers to provide feedback. The whole of the aged and disability program, both government services and those services purchased through contracts with the non-government sector, are clearly focused upon improving the accessibility to quality lifestyles for those in need. The current introduction of a single telephone number for government services is yet another example of how this Government is making a difference in improving the access to services for the whole community.

Another key element of the customer focused public service strategies has been the implementation of the recommendations of the Royal Commission into Aboriginal Deaths in Custody by government agencies. Mr Speaker, in December I will table the 1996-97 ACT Government report on the implementation of the recommendations of the Royal Commission into Aboriginal Deaths in Custody. I will then outline in detail the practical measures adopted for Aboriginal and Torres Strait Islander peoples. These will include policing. As announced in the budget, the Aboriginal Friends police call-out roster has been extended and an Aboriginal police liaison officer appointed to improve communication and relationships between the police and the indigenous community.

Youth justice, a new art and culture program with an Aboriginal component, has been established within Quamby to improve self-esteem amongst residents. This program progresses reconciliation within a custodial environment and promotes understanding of differences and acceptance of indigenous culture. In Health and Community Care, the Aboriginal policy officer has been working with the Winnunga Nimmityjah Aboriginal Health Service to improve the service delivery linkages between the department and Winnunga Nimmityjah. The ACT Community Care child, family and youth health program provides an outreach model that includes an improved process of screening to maximise access of Aboriginal and Torres Strait Islander children by providing a full audiometry test, medical assessment and treatment during one school visit. Free childhood immunisation, including Hepatitis B, is available at the Winnunga Nimmityjah Aboriginal Health Service, child health clinics and special immunisation outreach days, and, of course, the new mobile van.

The ACT Breast Screening Clinic makes arrangements for Aboriginal and Torres Strait Islander women to be screened at specific times. The Aboriginal liaison officer at the Canberra Hospital has increased awareness of the needs of indigenous people in hospital. A residence next to the Canberra Hospital was opened in August 1997 to provide accommodation for families of Aboriginal and Torres Strait Islander patients at the hospital.

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