Page 2632 - Week 09 - Tuesday, 11 August 2015
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Canberra, what in other days we would have called Canberra Connect—said she was going to check her second system for this. I am not quite sure why there are two systems and why we do not have access to the second system, which would actually tell me what is happening to the requests that I have lodged. This seems to be where all the work information is stored. From a consumer perspective, it is not a good result. It means that the person who lodges the complaint has to physically go back to that site and see if the work has been done and, if not, lodge another complaint, because the Access Canberra website—
At 6 pm, in accordance with standing order 34, the motion for the adjournment of the Assembly was put and negatived.
Sitting suspended from 6 to 7.30 pm.
MS LAWDER: I will quickly recap where I was up to before we managed to escape for the dinner break. I was mentioning that since the end of November 2013 I have lodged 64 cases on fix my street. As at this week, nine are marked as resolved, 52 marked as escalated, and three marked as forwarded to an SME. I was saying that from a consumer’s perspective it is quite difficult to understand where these cases are up to.
Let me pick one of these at random. It is something I submitted on 16 January this year about footpaths on Beattie Crescent in Richardson. It is marked as escalated. It says, “This incident cannot be reopened or updated. If you need further assistance, please submit a new question by clicking the feedback and complaints link.” So on this particular issue, which has been sitting there for the best part of seven months, unless I go back to that footpath in Beattie Crescent, Richardson, I do not know whether it has been fixed or not—and nor do the people in that neighbourhood who asked me to do something about it.
Certainly there is more work that could be done to make fix my street more consumer friendly. The accountability and transparency of fix my street in theory and Access Canberra generally are good in principle, but if you want to have satisfaction levels from the use of Access Canberra and fix my street and you want to have a consumer-centric approach, there is a way to go. I urge the Chief Minister to look at those types of things. One should not have to make a follow-up phone call to Access Canberra to find out what is happening with these types of things.
In this instance, there would be about 55 of them that I would have to ask about. I could, on the other hand, initiate 55 new requests through fix my street on the same topic to see whether it has been fixed yet or not. I do not think that would be a good use of my time or a good use of government resources. The government should have a process in place to fix that feedback loop back to consumers, so that when they go to the effort of raising these issues via Access Canberra or fix my street, they have a way of seeing whether it has been done, not simply seeing that it is marked as escalated or forwarded to an SME.
On each occasion when I submit these reports on behalf of constituents, there is a check button where you can tick a box about communication—that you want someone to be in touch with you. So on most occasions I get a phone call. The initial auto-
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