Resolving your complaints
We really want to resolve your disputes as quickly and as easily as possible.
Working together is the best way to fix many problems for children and their families.
You can read more detailed information in the pamphlet Resolving Your Complaints.
What’s resolution?
Resolution means talking about the problem, being listened to, having decisions explained, and being told your rights.
What’s a complaint?
A complaint is a formal way of telling the Department that you are dissatisfied with something it has done.
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Informal Complaint
This is when your problem can be resolved by talking with your case worker.
You can talk about the issues and come to an agreement you’re both satisfied with.
If this doesn’t work, then you can make a formal complaint.
What CAN you complain about?
Any of the Department’s services.
Complaints we CANNOT deal with.
You can talk to us about all your complaints.
However we can’t deal with:
- Any complaint subject to current legal action
- Decisions made by the Children’s Court or Family Court
- Formal Care Plan decisions
- Recommendations of the Case Review Panel
- The death of a child
- Anonymous complaints.
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Making a FORMAL complaint
Step 1 – Lodge a complaint
Make your complaint to the Manager or Director of the office responsible.
Ways you can lodge a complaint:
What will happen next?
- You’ll get a letter saying your complaint’s been received.
- The Director will phone you and to try to resolve your complaint.
- They’ll then send you an Outcome Letter.
How long will it take?
All together, up to 21 working days.
What if I’m still not satisfied?
Go on to Step 2.
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Step 2 - Complaints Management Unit.
You MUST HAVE an Outcome Letter from Step 1 BEFORE you move on to Step 2.
What will happen next?
- The Unit will talk to you to decide if your complaint needs further investigation.
- They’ll ask for a copy of your Outcome Letter.
- They’ll send you a letter saying if your complaint will be investigated.
- The Unit will keep you informed about what’s happening.
- They’ll send you a Complaint Investigation Outcome Letter.
How long will it take?
Up to 21 working days, otherwise, they’ll write and tell you.
What if I am still not satisfied?
After Step 2, the Department has done all it can.
You can take your complaint for External Review.
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Step 3 – External Review
Contact:
Ombudsman Western Australia
Tel 9220 7555
or 1800 117 000 (Freecall STD)
More information
Legal Aid
Legal Aid
Tel 1300 650 579
Appeals
Case Review Panel
Tel 08 9222 2593
Support and Advocacy
Advocate for Children in Care
Tel 08 9222 2518
or 1800 490 696 (Freecall STD)
or Mobile 0429 086 508
Foster Care Association of WA
Tel 08 9388 1911
or 1800 641 911 (Freecall STD)
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You can read more detailed information about this in the pamphlet Resolving Your Complaints.