training courses (through pre- and Feedback received through these processes is used to improve services. A Complaints Handling Policy was developed in 2002/03 to record all other written complaints received. The Commission received 9 written complaints in 2002/03 compared with 5 in the previous financial year. All these complaints have been closed. The average time taken to respond to these written complaints in 2002/03 was 12 days compared to 19 days in 2001/02. The Commission intends to review its in the 2003/04 Complaints Handling Policy financial year with the aim of improving customer services. 4.3 OUTPUT MANAGEMENT The Commission has two key outputs that are linked to government priorities and strategic objectives. In addition, these outputs seek to achieve the Commission’s desired outcome of providing information and EFFECTIVENESS advice about equal opportunity and human rights issues, and have accessible avenues of In 2002/03 93% of survey participants in redress under relevant legislation. Western Australia believed that it is of benefit to have an Act that deals with OUTPUT 1 discrimination and 82.2% recognised one or more grounds of discrimination. Provision of information and advice regarding equal opportunity and human rights. This OUTPUT 2 output involves the dissemination of relevant and appropriate information on the Equal Avenue of redress for unlawful discrimination Opportunity Act 1984, other relevant laws, and unreasonable treatment. This output human rights issues generally, the provision involves investigating and attempting to of accurate advice on equal opportunity conciliate complaints that fall within the matters and the identification of jurisdiction of the Equal Opportunity Act discriminatory policies and practices. 1984 and other legislation administered by Table 23 provides details against the the Commission, and providing assistance to Commission’s Output 1 Provision of – complainants referred to the Equal Information and Advice. Opportunity Tribunal. Table 24 provides details against the Commission’s Output 2 – Avenue of Redress. Table 24 23 Output 2 Avenue of Redress – Output 1 Provision of Information – and Advice
training courses (through pre- and Feedback received through these processes is used to improve services. A Complaints Handling Policy was developed in 2002/03 to record all other written complaints received. The Commission received 9 written complaints in 2002/03 compared with 5 in the previous financial year. All these complaints have been closed. The average time taken to respond to these written complaints in 2002/03 was 12 days compared to 19 days in 2001/02. The Commission intends to review its Complaints Handling Policy in the 2003/04 financial year with the aim of improving customer services. 4.3 OUTPUT MANAGEMENT The Commission has two key outputs that are linked to government priorities and strategic objectives. In addition, these outputs seek to achieve the Commission’s desired outcome of providing information and advice about equal opportunity and human rights issues, and have accessible avenues of redress under relevant legislation. OUTPUT 1 Provision of information and advice regarding equal opportunity and human rights. This output involves the dissemination of relevant and appropriate information on the Equal Opportunity Act 1984, other relevant laws, human rights issues generally, the provision of accurate advice on equal opportunity matters and the identification of discriminatory policies and practices. Table 23 provides details against the Commission’s Output 1 – Provision of Information and Advice. 23 Output 1 – Provision of Information and Advice EFFECTIVENESS In 2002/03 93% of survey participants in Western Australia believed that it is of benefit to have an Act that deals with discrimination and 82.2% recognised one or more grounds of discrimination. OUTPUT 2 Avenue of redress for unlawful discrimination and unreasonable treatment. This output involves investigating and attempting to conciliate complaints that fall within the jurisdiction of the Equal Opportunity Act 1984 and other legislation administered by the Commission, and providing assistance to complainants referred to the Equal Opportunity Tribunal. Table 24 provides details against the Commission’s Output 2 – Avenue of Redress. Table 24 Output 2 – Avenue of Redress
annual-report-2002-03f49f4d5bde9f62fcb668ff0000be6566.docx