E.1 Investigation of Complaints
During the 2015-16 reporting period the Education Directorate received over 2,500 items of feedback from the community. The feedback comprised requests for information and service, compliments, concerns and complaints received in writing and by phone.
The Directorate’s handling of written feedback was enhanced during the reporting period by the introduction of an online Customer Relationship Management (CRM) tool. The CRM tool allows members of the community to directly lodge their feedback with the Directorate, receive a tracking code for their feedback, and specify whether the feedback was related to a request for information, a request for service, a compliment or a complaint. The CRM tool allowed the Directorate to ensure that all written feedback received a response either by the Central Office or by the relevant ACT Public School.
Feedback is also provided directly to schools and to individual teams within the Directorate. This feedback is generally responded to directly by the relevant school or area. In some cases, the feedback may need to be escalated to the Directorate’s Liaison Unit for a response. These escalated cases are recorded in the CRM database and included in the count of items described earlier in this section.
FEEDBACK ABOUT ACT PUBLIC SCHOOLS
Of the 1,099 CRM records (written records) for the period, 854 items of written feedback were about ACT Public Schools, and 164 of these were complaints about ACT Public Schools.
For further information contact:
People and Performance
(02) 6205 9202