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Legislative Assembly for the ACT: 2002 Week 2 Hansard (21 February) . . Page.. 538 ..

(4) Verbal and written complaints recorded were as follows:

Canberra Connect Shopfronts complaints:

(I) 1999 - 61

(ii) 2000 - 27

(iii) 2001 - 35

These numbers are relative to an average of 650,000 transactions through shopfronts per annum.

Road User Services' complaints:

(i) 1999 - no record

(ii) 2000 - 67

(iii) 2001 - 126

Complaints are based on approximately one million customer interactions per annum. RUS does not separately record written and verbal complaints.

The increase from 2000 to 2001 is attributed to 1) the introduction of a customer feedback process under the RUS QA system that ensures complaints are recorded and dealt with; and 2) the large number of complaints regarding the introduction of continuous vehicle registration. Complaints include issues such as customer service, system related problems and policy decisions.

ACT Housing's total official complaints received through the customer Assistance Helpline for the requested periods are:

(i) 1999 - 385 complaints

(ii) 2000 - 365 complaints

(iii) 2001 - 322 complaints

The majority of complaints to ACT Housing are directed to the Customer Assistance Helpline. Statistics are recorded of complaints received by the Helpline and the nature of the complaints. Separate statistics are not kept of the complaints received through the shopfronts. There have been no formal complaints received about ACT Housing's shopfront service. Informal, verbal complaints made at the shopfronts about ACT Housing's operations are not recorded unless they are to be resolved by shopfront staff. The above figures do not include written or telephone complaints through the minister's office or written correspondence that is directed to the Executive Director.

The Environment ACT Information Centre and Helpline receives Environment Protection complaints via the telephone from the public (generally about other members of the public, business or industry). The Environment ACT Information Centre and Helpline does not receive written Environment Protection complaints.The number of verbal Environment Protection complaints recorded are:

(i) 1999 - unavailable *

(ii) 2000 - 661

(iii) 2001 - 604

* Environment Protection complaints for 1999 are unavailable due to the reporting capability of the Helpline database at that time

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