FREQUENTLY ASKED QUESTIONS
There are a number of ways to make a complaint;
Does it cost anything to make a complaint?
No. The process is free.
Can I make a compliment about the Department?
Yes. The Department welcomes feedback and comment about good results. Send these to Corporate Communications.
Can I stop a complaint once it has been made?
Yes. If you decide not to continue with your complaint, you can stop it by contacting the person by phone or in writing.
Tell them you are ‘withdrawing’ the compliant and it will go no further.
Can I complain about an officer of the Department?
Yes. If you are concerned about the behaviour of an employee you can complain to the Manager or Director or to the Complaints Management Unit. We can’t look into personal complaints.
Complaints about staff misconduct are not part of the Departments’ complaints process and will be sent to an independent unit for investigation.
What does misconduct mean?
It generally means that someone has acted dishonestly, been biased or deliberately acted wrongly. It also includes officers behaving in a way that harms the publics’ trust in the public service.
Complaints about staff Misconduct are not part of the Departments’ complaints process and will be sent to an independent unit for investigation.
Can anyone make a complaint to the Department?
Yes. Anyone can make a complaint. If you don’t want to make the complaint yourself, you can ask someone else to complain on your behalf.
However, the Department will need to talk to you to take it further.
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Can the Department help me to make a complaint?
Yes. You can ask any officer in the Department to help you.
The Complaints Management Unit can help you to clearly explain your complaint and what you want to happen.
You can also have someone help you when making a complaint. This could be a family member, carer, advocate or friend.
Can I take my complaint somewhere else?
Yes. If you are not satisfied with the way your complaint was handled, then you can contact the State Ombudsman.
Ombudsman Western Australia
Tel 9220 7555
or 1800 117 000 (Freecall STD)
Can I make an anonymous complaint?
You can, but the complaint won’t be taken further or investigated.
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Can I complain about a Care Plan?
No. Care Plans are formal process of the Children’s Court. They are not included in the Department’s complaint process.
You may be able to have the Care Plan reviewed by the Case Review Panel (Tel 9222 2593).
What should I include in my complaint?
Keep it simple and stick to the facts.
But be as specific as possible about dates, names and other important details.
The Complaints Management Unit needs enough information to properly understand your complaint and how to deal with it.
- What happened?
- Where did it happen?
- When (time and date)?
- Who was involved?
- Were there any witnesses? (Who else say what happened?)
- Do you have any relevant documents? If so, include copies (not the originals) with your complaint.
- Have you done anything already about your complaint? What happened?
- Can you think of a suitable solution to your complaint? What do you think should happen?
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How long will it take?
Many complaints can be resolved quickly. We will try to resolve your Step 1 complaint within 21 working days.
If you take your Complaint to Step 2, the Unit will try to reach a final outcome in another 21 days. If it’s going to take longer, then we’ll let you know and the reason.
We can tell you your choices, and give you an independent and impartial assessment of your complaint.
The Unit also investigates appropriate complaints in a way that is independent and fair to everyone concerned.
We’ll let you know what’s happening with the complaint.
We’ll also provide clear explanations about the final outcome of your complaint and any decision we make.
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Yes. Criticisms and compliments are important ways of gaining feedback about our service. We are committed to improving our service to the community, and your views are welcome even if they are critical.
You may contact the Manager of the Unit, and if you are still unsatisfied you can seek an external review of your complaint at the Ombudsman’s Western Australia.
Ombudsman Western Australia
Tel 9220 7555
or 1800 117 000 (Freecall STD)
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