Complaints, enquiries & feedback
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What can I expect when I make a complaint to the Commissioner?
The State's laws do not allow the Commissioner to investigate a complaint about how another organisation has dealt with a child or young person in an individual situation or incident.
The Commissioner can provide information to children, young people and families about complaints processes and suggest who is able to help them.
When you make a complaint via email:
1. Your email will be acknowledged within three days - information included are the contact details of relevant support services and our commitment to follow up within 15 days.
2. Your complaint will be recorded in Records Management.
3. Your complaint will be forwarded to Commissioner’s delegate who is a member of the CCYPWA team.
4. The Commissioner's delgate will research your complaint and inform the Commissioner.
5. The Commissioner’s delegate will email you responding to your complaint and provide you with further information, if required.
When you make a complaint via phone:
1. The Commissioner’s delegate (a member of the CCYPWA team) will discuss your complaint with you and provide advice, where it is appropriate.
2. Your complaint will be recorded in Records Management.
3. The Commissioner's delgate will inform the Commissioner of your complaint.
4. The Commissioner's delegate will send you an email to acknowledge what was discussed and provide you with further information, if necessary.
The Commissioner is always working to do the right thing for WA children and young people, so would like to know if you are unhappy with something she or her staff has done. All feedback and complaints will be taken seriously and she will do everything she can to resolve them. If you are not happy with the outcome of your complaint, you may want to contact the WA Ombudsman for further advice.
The State's laws do not allow the Commissioner to investigate a complaint about how another organisation has dealt with a child or young person in an individual situation or incident.
The Commissioner can provide information to children, young people and families about complaints processes and suggest who is able to help them.
The Commissioner can also follow up on an issue affecting children and young people generally, which may be identified through a complaint or issue experienced by a child or young person.
Your Privacy
We keep records of the complaints and requests for information that we receive. This enables us the Commissioner to monitor trends in complaints by (and on behalf of) children and young people to government agencies.
The information is stored on secure servers within Australia in accordance with the Privacy Act 1988 which protects the handling of personal information about individuals. This includes the collection, use, storage and disclosure of personal information. We are required by government to report on the complaints we receive. We advise on the nature and substance of the complaints but de-identify all individuals to ensure their privacy.
Our Policies
These documents set out the Commissioner for Children and Young People WA’s policies and processes about complaints.
Do you want to make a complaint to another government agency?
This link takes you to the official website of the WA government wa.gov.au where you can find the contact details of all West Australian Government Agencies.
Go to wa.gov.au