“No one owns the company!”
Public sector managers and staff, unlike the non-government sector, have nothing to fear from the organisation or its funding source. Those who claim to manage public liabilities, spend a large percentage of their time playing issue avoidance, rather than issue address.
There would be few tax payers who have not suffered the royal-run-around by various government departments and public sector agencies, receiving a very delayed, play-on-words response totally avoiding the issue in the hope it will go away.
The Department of Human Services (the department) say they have an overview of service quality through a range of mechanisms at both the central and regional levels - through a range of checks and balances to ensure opportunities for improvement are identified and implemented. Complaint processes being one of the many feedback mechanisms.
They go on to say such mechanisms provide a level of objective and independent scrutiny of service delivery against clearly stated criteria or standards, rather than an individual view or opinion.
LISA Comment: The department’s statement clearly shows why they are in-denial in respect to almost every complaint as, “rather than an individual view or opinion” means no individual view or opinion will be considered, as their service and internal evaluation processes are perfect.
Therefore, having and promoting a complaints process is hypocrisy. And, having a policy which says, “complaints are tools to service improvement”, is even further hypocrisy.
Successive ministers from both sides of politics traditionally protect their departments from consumer and public scrutiny. This leaves their departments, with their above strategy, totally beyond reproach.
Extra 1: Recall from 2012 – DHS Under Fire! Call for a Royal Commission
Extra 2: Open Letter to DHS Victoria, by JacksonRyan Partners–28 Nov 2014
Extra 3: Disability Speaks from SA on Common Sense – Media Release
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