I am pleased to announce that a review of the Department of Education and Training’s complaints management processes has been completed and presented to Corporate Executive.
When the review was commissioned last year a Review Committee was appointed chaired by Professor Peter Browne and included representatives from unions, professional associations and regulatory bodies. The Review Committee members provided valuable direction, support and advice throughout the review.
I wish to express my thanks to Professor Browne, the Review Committee and to Ms Angie Dominish and her review team. I also thank the Departmental staff and other stakeholders who contributed. Their part in the review was crucial.
The review found that the establishment of the Complaints Management Unit in 2002 had significantly increased the effectiveness of complaints management within the Department.
I note that despite limited resources, the Manager of the Complaints Management Unit, Mr Peter Denton, and his staff had done an outstanding job in reigning in the chaotic situation that existed previously.
It is a credit to Peter and his staff that we now have a complaints management process that is defensible and addresses the many complex issues associated with complaints and grievances.
The review also identified areas where further improvements could be achieved.
The Review Committee was confident that implementation of its recommendations will lead to enhanced outcomes in complaints management.
Corporate Executive has decided:
- • to accept and endorse the review report’s Executive Summary;
- • that the Department will implement the recommendations in the Executive Summary;
- • that as an interim arrangement, a Director Professional Standards will be appointed, to assist with implementation of the recommendations. The Director will oversee the merger of the Complaints Management Unit and Internal Assurance and will report to the Executive Director, Human Resources;
- • that an implementation plan is to be developed by the A/Director, Professional Standards;
- • that the Executive Summary will be published on the Department’s website; and
- • notwithstanding the issues raised in the review, Corporate Executive strongly endorses the integrity of the work undertaken by the Complaints Management Unit.
The Executive Summary and the recommendations are available below.
PAUL ALBERT
DIRECTOR GENERAL