Feedback for the future - Your guide to ensuring quality service...
The Western Australian Department of Fisheries is committed to providing you with high quality services to meet your needs. To do this properly we need your help.
If you are not happy with the services we provide, or the way in which they are provided, you not only have the right to make a complaint, we encourage it so the matter can be investigated and, if deemed necessary, the problem rectified. Of course we also appreciate positive feedback, which will help reinforce the good work of our staff.
The Department's Customer Feedback Service has been set up to ensure that your complaint is heard, and dealt with fairly and quickly, and that your rights as a customer are upheld.
<Signed>
P J Millington
Executive Director
Download Feedback Form
A printable version of our complaint / feedback form is available here.
Our Policy
We will deal with complaints effectively and promptly without prejudice or bias. At all times we will be honest and fair in our dealings with customers.
If a member of the public complains:
- the person will be treated with courtesy and fairness at all times. At the same time, we would expect our staff to be treated with the same courtesy at all times;
- the complaint will be treated in confidence;
- the person will not be victimised or harassed as a result of any complaint made;
- the person will not be discriminated against because of any disability, colour, race, religion, age, sex or sexual orientation etc;
- receipt of the complaint will be acknowledged within five (5) working days and the acknowledgement will provide the name of the Departmental contact person;
- if necessary the customer will be contacted by the investigating officer by telephone to clarify the details of the complaint;
- a response to a verbal complaint not resolved immediately will be provided within five (5) working days;
- we will aim to issue a written response to the complainant (where required) within ten (10) working days of receipt;
- if these timeframes cannot be met, a holding response, giving reasons for the delay and a possible response time, will be provided;
- the Department will publish on an annual basis, the numbers and categories of complaints received; and
- we will publish the improvements we have made to our processes as a result of complaints.
Helping us Help You
If you wish to make a complaint there are some simple steps you can take which will help us to help you. Remember, although we welcome complaints as a way of improving our service to you, we also welcome the opportunity to reinforce the good work of staff. If you want to congratulate a particular staff member for his or her efforts, please take the time to tell us.
Act quickly: Make your complaint as soon as possible. The longer you wait, the less clear facts can become and the harder it can be to find a solution.
Go local at first: Many complaints can be resolved quickly and easily by local staff – they know the issues in your area and are often in the best position to help you.
Make it clear: Try to summarise exactly what your complaint is. Don't go into too much detail. If detail is necessary, set out the order that things happened, preferably with dates, and descriptions of incidents, phone calls, letters or meetings.
Tell us what you want: Indicate what you think should be done to put things right.
Tackle the problem, not the person: Politeness always helps. Remember that what you are complaining about may have been an innocent mistake or oversight, which would not normally happen.
Keep a record: Keep copies of all letters written by you, or to you, and notes on phone calls or meetings. Don't forget to ask who you are speaking to, and their position in the organisation.
Where to go for Help
There are three main ways in which you can make a complaint and have it progressed. Addresses and contact numbers are provided here.
Directly with the staff concerned
Often the direct approach is the quickest way of solving a problem.
Customer Liaison Officers:
Every region and program has a Customer Liaison Officer whose job it is to help you.
The Customer Relations Manager (CRM):
If you feel a local approach may not help, the Customer Relations Manager in our Head Office is available to help you solve your problem. The job of the Customer Relations Manager is to help you use the Customer Feedback Service effectively, and help you further if you cannot resolve your complaint locally.
Complaints about the process
If you are not happy with the way your complaint is being handled, and you have already contacted the Customer Relations Manager, you have the option of writing directly to the Executive Director of the Department of Fisheries.
What if you are still not satisfied with the outcome?
If you have been unable to resolve the matter with the Department of Fisheries and you would like a totally independent and impartial person to assess whether:
- the Department's actions were lawful, fair and reasonable,
- the Department followed appropriate procedures, and
- the Department's decision/action was based on a full and proper consideration of all the facts;
then you may wish to contact the Ombudsman by:
| Writing to: | Ombudsman PO Box Z5386 St Georges Terrace, PERTH, WA 6831 |
|---|---|
| Telephone: | 9220 7555 (metro) 1800 117000 (Freecall country WA only) |
| Fax: | 9325 1107 |
| Email: | mail@ombudsman.wa.gov.au NO SPAM |
| Website: | www.ombudsman.wa.gov.au |
Please note that the Ombudsman will generally not investigate a complaint if you simply disagree with the Department of Fisheries' decision or action. You will need to specify in what way you believe the Department's actions were unlawful, unreasonable or unfair. The Ombudsman will become involved only if you have first tried to fix the matter by dealing with the Department.
Depending on the nature and complexity of your complaint, the Ombudsman's office may make enquiries on the basis of your telephone call or may ask you to submit your complaint in writing or by filling in a complaint form. The Ombudsman can make recommendations to the Department of Fisheries as a result of a complaint but cannot give directions to the Department. The Ombudsman's service is free and available to all customers.
| Top |
