Consumer and Business Services

The Hon. S.G. WADE (14:40): I seek leave to make a brief explanation before asking the Minister for Business Services and Consumers a question relating to regional services.

Leave granted.

The Hon. S.G. WADE: At the end of the 2013 financial year, the Weatherill Labor government closed the office of business and consumer affairs in Berri, reportedly to save $101,489. Following the closure, the Commissioner for Consumer Affairs, Mr White, told the ABC that the government could not justify spending more than $100,000 a year to keep the office open when it was receiving so few inquiries. He is reported as saying:

Clearly the evidence is that simply it doesn't stand up to the facts when you talk about one staff member there five days a week waiting for a service to be provided. It just wasn't occurring.

A freedom of information request has revealed that from July 2009 to December 2011 the Berri office dealt with almost 4,000 consumers by phone and in person, including 2,822 face-to-face consultations. Even more astoundingly, I am advised that the documents obtained under FOI reveal no records were kept of how many consultations were conducted between 1 January 2012 and 30 June 2012. My questions to the minister are:

1. Given the lack of data available for the immediate period prior to June 2013, how can the government claim that its decision to close the Berri office was based on the low volume of inquiries?

2. Were additional resources provided to the Adelaide-based business and consumer affairs office following the closure of the Berri office?

The Hon. G.E. GAGO (Minister for Employment, Higher Education and Skills, Minister for Science and Information Economy, Minister for the Status of Women, Minister for Business Services and Consumers) (14:42): I am advised in relation to the closure of the Berri regional office that the closure has generated ongoing savings in excess of $100,000 a year. The closure of the Berri office has not affected the high level of service that CBS provides to those country customers. CBS has received no complaints, I am advised—no complaints—to date about this office closure and only an occasional phone call inquiring where to go for in-person services.

CBS customers residing in Berri and surrounding areas continue to have access to services in person through Service SA. All in-person services at Berri are currently being managed locally by Service SA, and other work is being carried out in the CBS Adelaide office, including compliance and consumer advice and assistance with resolving disputes. All Service SA regional offices, as well as the metropolitan offices, undertake a range of services on behalf of CBS and involve things like births, deaths and marriages, occupational licensing, residential tenancy bonds, incorporated associations and such like.

Over recent years, inquiries to the Berri office had dropped off substantially, so I am advised, with the highest inquiry type continuing to be referrals to appropriate agencies or specialised areas of CBS. The CBS found that there was not enough work to maintain an office and in fact regularly sent down files from the head office to be followed up by the office in the Riverland.

CBS continues to regularly visit the Riverland, and if an investigation is required it can have a team of investigators up there the same day, if need be. It is about having operatives on the ground where and when they are needed. They may also wish to take advantage of the CBS online service—and more and more members of the public do that. More and more people have online facilities and are confident in dealing for services and advice online or apply for the online website, or they could contact the office by phone (the 131 number is the cost of a local call).