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Parliamentary Questions

Question On Notice No. 1765 asked in the Legislative Council on 8 November 2018 by Hon Jim Chown

Question Directed to the: Minister for Regional Development representing the Minister for Tourism; Racing and Gaming; Small Business; Defence Issues; Citizenship and Multicultural Interests
Minister responding: Hon P. Papalia
Parliament: 40 Session: 1
Question

(1) Does the Rottnest Island Authority (RIA) measure customer booking wait times by telephone and, if yes, how?
(2) Does the RIA measure customer booking wait times in person and, if yes, how?
(3) Does the RIA measure customer satisfaction with the booking process and, if yes, how?
(4) Does the RIA measure the opportunities lost by disruptions to its booking system and, if yes, how?
(5) Why did the RIA remove the option for customers to be able to select the villa of their choice during peak periods?
(6) Why did the RIA remove the option for customers to be able to select the number of nights of their choice during peak periods?

Answered on 6 December 2018

(1)     Yes, telephone wait times are measured using the new 3CX phone system which was installed in September 2018.

 

(2)     No.

 

(3)     Yes, through an after-departure customer survey that includes a question specific to satisfaction with the booking service.

 

(4)     No.

 

(5)     The option to choose a specific unit from within a group of similar units was removed five years ago to increase the overall efficiency of unit allocation; improve availability and occupancy rates, reduce operational costs, and better manage planned and unplanned maintenance. The allocation of units/rooms at the operator’s discretion is standard practice within the accommodation sector where multiple units/rooms are available. RIA customers can still choose the specific area or type of accommodation they wish to stay in and, outside of peak periods, requests for specific units will normally be met if the unit is available.

 

(6)      The option has not been removed. Customers have not been able to select the number of nights of their choice during the peak periods of December/January school holidays and Easter/Easter school holidays since the previous ballot system was first introduced. That arrangement was not changed after the ballot system was discontinued.