Page 1256 - Week 03 - Thursday, 31 March 2011
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(6) How long, on average, did each complainant in part (5) wait for a response from the department and how many complaints took longer than 30 days to resolve.
(7) How many complaints detailed in part (5) remain outstanding to date.
(8) What was the cost of action taken to resolve the complaints in part (5).
Ms Burch: The answer to the member’s question is as follows:
(1) (a) 364
(b) 51
(c) N/A (Not currently recorded)
(d) N/A (Not currently recorded)
(2) All complaints receive a letter of acknowledgement on receipt. This is posted within 24 hours of the complaint being lodged. The Housing ACT service standard for complaint resolution is 28 days. Complaints took an average of 25.66 days to be investigated and resolved. 58 complaints took longer than 30 days to resolve, (13 noise related and 45 maintenance related).
(3) As at 3 March 2011, 44 (11 noise related and 33 maintenance related). Twenty-nine (29) of these are within the service standard of 28 days for resolution and 15 have exceeded this target.
(4) No data is collected on the costs associated with complaint investigation and resolution.
(5) (a) 708;
(b) N/A (Alleged criminal behaviour is referred to the Australian Federal Police for investigation and recording); and
(c) 392.
(6) 32.75 Days. 279 complaints took longer then 30 days to resolve, comprising 46 maintenance and 233 anti social behaviour complaints. Complaints regarding antisocial behaviour and neighbourhood disputes are extremely complex situations and often cannot be resolved within the desired service standard of 28 days. In this instance complainants are advised in writing that resolution of the complaint requires additional time.
(7) 158 (37 maintenance and 121 anti social behaviour) remain outstanding. 79 are still active and within the service standard of 28 days for resolution, the remaining 79 have exceeded this target.
(8) See answer to (4).
Housing ACT—rents
(Question No 1522)
Mr Coe asked the Minister for Disability, Housing and Community Services, upon notice, on 16 February 2011:
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