Public Complaint

The Public Complaint menu is aimed at allowing you to record and display information collected from the public who make enquiries or complaints to LGA Officers or the Department of Health.  Selects the Public Complaint option from the Monitoring menu.

Public complaint menu

Selecting the Public Complaint menu

When you first click on the Public Complaints menu, you are taken to a page that displays a map of recent public complaints (the past six months) in your area.  Following this are a range of fields that should be completed to record each new public complaint/enquiry.

Public Complaints Map

The Public Complaints map

Directly under the map are nine toggle buttons that allow you to turn on or off currently displayed public complaint cases in your area depending on the categories selected.  Initially, all nine categories are turned on, however you can turn any of the categories off by clicking on the tick box.  These can be selected again, by clicking on the box a second time. The colours represent the most common insect groups associated with public complaints.

Following the map are lists of fields that can be completed while on the phone or shortly after a conversation with a member of the public, as per the image below:

Public complaint fields

The Public Complaints fields

Please note: throughout the website if you see fields marked with red asterisks (*) then these are Mandatory fields, and must be filled out before you can save the form you are working on.

There are three mandatory fields at the top of the list that are required to be completed.  These include:

  • When – the date and time of the call/email or request from a member of the public. This field is automatically completed with the current time and date when you select the Public Complaints menu.  It can be manually overwritten by typing over the current characters or by changing the date with the calendar function on the far right hand side of the field.
  • Street Address – If you are able to obtain the street address and suburb of the public complaint, this will allow a new pin to be added to the map.  Even if you obtain the exact street address, the software will only place the pin in close proximity to the actual address of the complainant; however, the exact address will be recorded in the saved record.  Even if only the suburb is added, a light blue pin will be placed on the map in the centre of the suburb.
  • Likely Insect Involved – this is a drop down list of the most common insects groups that the public call about including:
    • Mosquitoes;
    • Bedbugs;
    • Midges;
    • March Flies;
    • Delusional Infestation;
    • Fleas;
    • Lice;
    • Ticks and Mites; or
    • Other.

These three fields must be filled in before you are able to save the Public Complaint record.

The initial Public Complaints map will only show past records for the previous six months, as per the image below.  In this case, there are only two pins indicating two Delusional Infestation cases (black pins) having been recorded across northern Perth suburbs.

Public Complaint map - 2 DI cases

The Public Complaint map before adding a new public call

When you add the address field (e.g. Dianella) a new light blue pin (approximately the centre of the map) is automatically placed on the map to indicate the location of the current Public Complaint in contrast to the previously recorded complaints.

Public Complaints map - 2 DI and 1 other case

The Public Complaints map with the additional call logged

The other fields on the Public Complaints form will allow additional information to be collected that may be of benefit to Local Government Environmental Health Officers or staff at the Department of Health.  It is important to try to complete these fields with as much information as possible, but they are not mandatory to complete before saving the record.  These additional fields include:

  • Type of Contact – did the complainant make the official complaint by:
    • Phone – actually rang and spoke to an officer;
    • Email – sent an email to the officer requesting a reply;
    • Mail – a letter was written and delivered; or
    • In person – someone came into the LGA/Department of Health to make a complaint.
  • Name of Contact – what is the name of the person making the complaint;
  • Nature of Complaint – a free text box allowing you to describe the concerns of the member of the public and accurately record the issues at hand.
  • Species (if known) – record the actual scientific name of the organism that may be causing the problem or concern (including Genus and Species if known).
  • Samples Seen – this is a drop down list of options that include:
    • Yes – a sample was brought in or posted in for examination;
    • No – no samples were observed; or
    • Pathology Sample – sample sent for formal identification by a Pathology Clinic.
  • Likely Source – describes where the insect is likely to have come from including:
    • Overseas – the insect or disease is not present in Australia and associated with recent overseas travel;
    • Interstate – the insect or disease is not present in Western Australia and is likely to be associated with recent interstate travel; or
    • Local – the insect or disease is found within Western Australia and most likely a local concern.
  • Receiving Officer – the name of the person who dealt with the public enquiry.
  • Comments/Advice Provided – this is a free text box allowing you to describe the advice or comments you made to the complainant about the issue.  It provides a written record of the information you gave to the member of the public in regards to the issue described.
  • Action Taken – this is a free text box allowing you to describe any follow up actions taken in response to the public complaint/enquiry (e.g. visited the location, set adult traps, treated area with larvicide etc.).
  • Duration of Conversation/Response (min) – allows you to record the approximate time taken to listen and reply to the complaint/enquiry.

Once as many fields are completed as possible, click the Save Public Complaint button in the bottom right corner of the form.  Upon clicking this button, you will see the following message and be returned to the top of the public complaints form with map and details of the current public complaint.

Public Complaint saved

Save message indicating the public complaint has successfully saved