Annual Report 2001-2002 - Western Australian Museum - The ...

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Corporate and Commercial Development
1. All complaints need to be given to the Director of Visitor Services. If a verbal comment is
given, the staff member concerned is to transcribe it on a Visitor Comment Form including
the date, name, address and phone number of the customer.
2. The Director of Visitor Services will pass the complaint to the most appropriate divisional
head or section of the Museum for a draft response addressing the complaint. This is to
occur within one week of receiving the complaint. (If the appropriate person is on fieldwork
or leave, a statement noting that the complaint has been scheduled for attention as soon as
possible will be sent to the Director of Visitor Services.
3. If the complaint is straightforward, no further action will be required and the Director of
Visitor Services will respond to the customer.
4. For complex complaints requiring additional time to resolve, a letter will be drafted by the
relevant section and passed to the Director of Visitor Services to send to the complainant.
Additional details need to be supplied by the relevant section, including what will be required
to resolve the issue, the anticipated time required for final resolution and any additional
resources or costs.
5. Resolution of issues and a final draft response to the customer are to occur within four
weeks of receiving the complaint. This draft letter is to contain full details of how the situation
has been resolved and when changes, if necessary, will be completed.
During the financial year 2001–02, the Western Australian Museum, Perth, received a total of
eleven customer comments.
WORKERS COMPENSATION PERFORMANCE
2001–2002 2000–2001
Lost time– 1.68 30.7
injury/disease (LT/D*)
claims
Frequency rate 11.14 8.38
Estimated cost of $0.88 $0.7776
claims per $100
of wage roll
Premium rate 0.63% 0.67%
Rehabilitation N/A N/A
success rate
* Light duties
WESTERN AUSTRALIAN MUSEUM ANNUAL REPORT 2001–2002