Number of complements and complaints - 1 July 20 to 30 September 20

Alan ASHMORE made this Freedom of Information request to Department of Veterans' Affairs

The request was successful.

From: Alan ASHMORE

Delivered

Dear Department of Veterans' Affairs,

The information I am seeking is:

The number of complements and complaints for the period 1 July 2020 to 30 September 2020.

Yours faithfully,

Alan ASHMORE

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From: INFORMATION.ACCESS
Department of Veterans' Affairs

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National Information Access Processing

Department of Veterans’ Affairs

Phone: 1800 555 254

[1]www.dva.gov.au/about-us/our-business-reporting/freedom-information

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From: INFORMATION.LAW
Department of Veterans' Affairs


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Dear Mr Ashmore,

 

I refer to your request for access to documents held by the Department of
Veterans’ Affairs (Department) under the Freedom of Information Act 1982
(Cth) (FOI Act).

 

Your request for FOI 38714 was received by the Department on 20 October
2020 and was made in the following terms:

 

‘… The number of complements and complaints for the period 1 July 2020 to
30 September 2020…’

 

The Department has 30 days to finalise your request. The 30 day statutory
timeframe commenced the day after your request was received by the
Department.

 

Ordinarily you should expect a decision from the Department by 19 November
2020.

 

Interrupted work practices impacted by COVID-19

The Department is continuing to work through its FOI case load as quickly
as possible. However, the Department is and will continue to experience an
interruption in the way it will be able to manage FOI request. As you are
likely to be aware, COVID-19 (Coronavirus) has been declared a pandemic by
the World Health Organisation. As the Department focuses its efforts on
managing the impact of COVID-19 on its critical services and employees,
other non-critical services may not be delivered within expected
timeframes. It is possible that during this time, business areas that
would ordinarily have capacity to undertake searches and assist in the
processing of FOI request may not be readily available to provide that
assistance. This may have an impact on the manner and timeframe in which
the Department can process FOI request.

 

We apologise for the inconvenience and appreciate your patience and
cooperation during this period.

 

When the processing period may be extended or suspended

As noted above, there are times when the timeframe for processing your
request might be extended by an additional 30 days. This can occur where
an extension of time has been agreed to by yourself under section 15AA of
the FOI Act or where the OAIC has granted an extension of time under
sections 15AB or 15AC of the FOI Act. In addition, if documents you seek
contain information of third parties and the Department is of the view
that is practical to consult with the third parties, then the Department
will be afforded an additional 30 days to undertake that consolation
process (see sections 15(6), 26A, 27 and 27A of the FOI Act). The
Department will advise you if a third party consultation process is
required and of the revised due date for your request to be finalised by.

 

Additionally, there are occasions where the time to process your request
may be suspended. This will usually take place if a practical refusal
consultation process takes place (section 24AB of the FOI Act) or if a
charges notice is issued to process your request (section 29 of the FOI
Act). If the Department decides that either of these apply to your
request, the Department will notify you.

 

Communication with you

The FOI Act requires that you provide us with an address which we can send
notices to. You have advised your electronic address is
[1][FOI #6818 email]. We will send all notices
and correspondence to this address. Please advise us if you wish
correspondence to be sent to another address or if your address changes.
If you do not advise us of changes to your address, correspondence and
notices will continue to be sent to the address specified above.

 

FOI Disclosure log – Publication of documents released under the FOI Act

Please note that information released under the FOI Act may be published
in a disclosure log on the Department’s website at
[2]https://www.dva.gov.au/about-us/overview....
Section 11C of the FOI Act requires this publication, however it is
subject to certain exceptions, including where publication of personal,
business, professional or commercial information would be unreasonable.

 

When a decision is provided to you, the Department will advise if the
documents released to you will be published on the Department’s FOI
Disclosure log.

 

Contacting us about your FOI request

We will email again when the Department has more information. Should you
have any enquiries concerning this matter, please send an email to
[3][email address].

 

Further information on FOI processing can be found at the website of the
OAIC at [4]https://www.oaic.gov.au/freedom-of-infor....

 

Yours sincerely,

Famida (Position Number 62212449)

Information Access Officer

Information Law Section

Legal Services and Audit Branch

Department of Veterans’ Affairs

t 1800 555 254 | e [5][email address] | [6]www.dva.gov.au

p GPO Box 9998, Canberra ACT 2601

[7]cid:image001.png@01D0027A.1DAB84F0

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From: INFORMATION.LAW
Department of Veterans' Affairs


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Attachment FOI38714 Statement of Reasons Section 17 document created.pdf
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Attachment FOI38714 Document Created in accordance with section 17 of the FOI Act.pdf
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Dear Mr Ashmore,

 

Please find attached the Department’s response to FOI 38714.

 

Kind regards,

 

Famida (Position Number 62212449)

Information Access Officer

Information Law Section

Legal Services and Audit Branch

Department of Veterans’ Affairs

t 1800 555 254 | e [1][email address] | [2]www.dva.gov.au

p GPO Box 9998, Canberra ACT 2601

[3]cid:image001.png@01D0027A.1DAB84F0

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