Annual Report 2008-2009 - Department of Transport

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Disclosures and Legal Compliance
Outcome 4:
People with disabilities receive the same level and quality of
service from employees of the Department for Planning and
Infrastructure as other people receive from the employees of
the Department.
Corporate induction, which is compulsory for all new employees, has a halfday
training module entitled Appropriate Workplace Behaviour. This session
is specifically designed to ensure that our employees are aware of their
responsibilities and obligations in regards to discrimination and harassment
under the Equal Opportunity Act 1984. It provides participants with an
understanding of equal opportunity law, its application, legal implications
and the impact of potentially unlawful behaviour. It includes definitions of
discrimination, victimisation, harassment and bullying, culture and behaviour,
individual and organisational roles and responsibilities, and how to identify
options to deal with inappropriate and potentially unlawful behaviour.
This Appropriate Workplace Behaviour training module has also been made
compulsory for all existing employees with workshops commencing in May
2009. During 2008–09, 245 employees participated in the Appropriate Workplace
Behaviours training either at Corporate Induction or at a stand-alone workshop.
The Diploma in Frontline Management Program, which is an eight-month
program running annually, contains modules on customer service and
people management which cover the topic of equity and diversity and relevant
legislation. Currently there are 45 employees participating in the Frontline
Management Program.
During the year, 67 employees attended Leading from the Inside Out. This is
a custom-designed course to enhance management and leadership skills of
senior management, and also covers equal opportunity in employment.
Outcome 5:
People with disabilities have the same opportunities as other
people to make complaints to the Department.
The Department reviewed its complaints management processes during
2008–09. New Complaints Handling Policy and Procedures were endorsed
in May 2009 and staff were advised of the complaints handling process.
Information sessions were also provided to business units, noting the
Department’s responsibility to assist customers with disabilities or those
with a limited understanding of English. The new processes provide for
the central registration and monitoring of complaints and will assist the
Department to assess the effectiveness of the process.
The Department accepts complaints and feedback in many different formats,
including an online feedback form on the Department’s website, by mail,
facsimile or over the counter. Contact numbers are provided for customers
with special needs or who are more comfortable with languages other than
English.
Outcome 6:
People with disabilities have the same opportunities as other
people to attend and participate in public consultations.
The Department continually refines processes and resources developed to
enhance community engagement for departmental initiatives and to ensure
inclusive participation for all members of the community, including people
with disabilities. The community engagement processes are published
on the Department’s intranet along with resources, including templates,
toolkits and useful links for staff to support them with the engagement
phases of their projects. An education program of continued development
and review is in place to ensure these processes remain current. Ongoing
support to staff in the application of community engagement processes is
also provided by the Department’s Community Engagement Co-ordinator.
Improvements are continual as new resources are sourced and staff are
educated.