Customer Service Charter
Customer service acknowledges that customers have a right to consultation, courtesy and the opportunity to express their views about services.
At the Department for Community Development we are committed to improving the quality of service to you, our customers. Our customer service charter is part of this commitment and sets out clear standards of service you can expect from us.
Listening to you and understanding your needs will help us provide the best possible service. We value your opinion and look forward to hearing your comments.
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The Department for Community Development strives for improved social wellbeing for all individuals, families and communities in Western Australia.
The Department's purpose is to enhance the social wellbeing of all Western Australians by working together to:
- strengthen communities so individuals and families are able to meet their needs, achieve self reliance and contribute to their own solutions
- promote a just and equitable community enriched by diversity and increased social participation
- support families and communities to provide for the care and safety of their members.
Our services include:
- support and counselling for families and individuals
- child protection
- services for parents
- crisis support
- advice and information
- educational support
- licensing, support and information on child care and vacation care
- youth support
- foster care
- adoption
- support for community groups
- funding for services.
There are Department for Community Development offices throughout the state. You can find out more about our services by contacting your nearest office.
Our offices are generally open from 8.00am to 5.00pm Monday to Friday with local variations, particularly in country areas.
Crisis Care is available 24 hours a day, seven days a week for all emergency and out of hours assistance.
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When using the Department's services we will treat you:
- fairly and equally
- with courtesy, respect and willingness to assist
- in a professional and ethical manner
- with understanding.
We will also:
- provide prompt service
- regularly ask for feedback about our services
- respond to your enquiry immediately or guarantee to get back to you within one working day
- keep you informed of progress if the service takes longer than expected
- treat your personal information with respect
- make sure you are involved in decisions which affect you
- tell you about ways of having a decision reconsidered
- provide easy to understand information about services and how these can help you
- provide information for people with disabilities upon request
- ensure that our services acknowledge and respect cultural differences
- respect the role and responsibilities of families to care for their own children
- always consider the interests and wellbeing of children.
You can have access to Department information about yourself but you cannot see information which might identify another person.
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We invite you to tell us what you think of our services. Your ideas will be used to help us improve the way we carry out our work.
If you have any comments about our services or suggestions about ways we could improve, please complete a customer service survey form at any of our offices or talk to the person in charge.
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If you have a problem or complaint about the Department for Community Development there are people who can listen to you and help you. This is what the Consumer Advocacy Service does.
Usually the best way to solve a problem is to speak with the Department officer who made decisions concerning you or your family.
If you are not happy with this you can talk with the officer's supervisor or the manager or ask the Consumer Advocacy Service to speak with the manager on your behalf.
The Consumer Advocacy Service helps people with complaints and problems about the Department. You may wish to contact the Consumer Advocacy Service.
If you believe a formal decision made by the Department is not in the best interest of a child you can:
- ask for a review by the Case Review Board
- write to the Minister for Community Development
- contact the State Ombudsman who can approve an independent investigation.
The Consumer Advocacy Service will help you get started.
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- courtesy and respect
- sensitivity to your needs
- respect the role of families in caring for children
- respond to your enquiry immediately
- make sure you are involved in decisions which affect you
- keep you informed of how things are going
- tell you ways of having a departmental decision reconsidered.
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