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Lands acknowledges the right of clients and the general public to provide feedback (negative or positive) relating to its products or services.
Feedback includes complaints, compliments, suggestions or enquiries about a particular service, experience or event. It may involve a specific contact with Lands.
Complaints, compliments, suggestions and enquiries are the most immediate and effective forms of feedback that will assist efforts to improve our service. Lands would also like to acknowledge staff members who are providing excellent service.
A compliment is an expression of satisfaction about Lands staff or services on a specific occasion or relating to a particular matter. A compliment may also be in relation to a general feeling of satisfaction with Lands due to your experience over a period of time.
A complaint is an expression of dissatisfaction or concern made to the department by a client, member of the public or group and relates to our services and products where a response or resolution is expected. A complaint can also relate to the way a complaint is being handled by the department.
A complaint is not a request for information or a disagreement with a decision that has a formal avenue of appeal or review.
There is no charge for either lodging a complaint or for any of the services that are used to assist you in lodging a complaint.
To help Lands respond quickly and effectively to complaints, complainants will be asked to:
A complainant can expect the following:
When specifically lodging a complaint your responsibilities include:
Lands is committed to dealing with complaints quickly and effectively and will strive to address all complaints within 10 working days of receipt of the complaint. Should a response to your complaint take longer than this, the department will keep you informed of the progress. If it is considered appropriate, you may also be given advice on your ability to also raise the complaint with other appropriate government agencies.
A complainant who is not satisfied by the process or resolution of the complaint may request an internal review. The request should be made in writing to:Office of the Assistant Director General - LandsDepartment of Planning, Lands and HeritagePO Box 1221WEST PERTH WA 6872
If you are still not satisfied, you may refer the matter for external review. If you wish to take your complaint outside of the department (external review), please contact the Ombudsman Western Australia by telephoning (08) 9220 7555 or 1800 117 000 (country and interstate free call).
The Public Interest Disclosure Act 2003 came into effect on 1 July 2003. The Act facilitates the disclosure of public interest information by providing protection for those who make disclosures and those who are the subject of disclosures. A public interest disclosure is made when a person discloses to a proper authority information that tends to show past, present or proposed future improper conduct by a public body in the exercise of public functions. In order to be a disclosure to which the Act applies, a disclosure must be:
The Act deals with disclosures made by anyone (not just Governance employees) but the information must be specific to the following areas:
If your information falls outside of the above areas then you may still be able to make a complaint to a public authority, but this will not be a public interest disclosure under the Act.
Before making a disclosure it is important that you are aware of the rights and responsibilities imposed on informants and others under the Act. These are:
The Act only confers protection where a disclosure is made to an appropriate proper authority. The identity of the appropriate proper authority will vary according to the kind of information to be disclosed. The department's PID Officers are responsible for receiving disclosures of public interest information relating to matters falling within the sphere of responsibility of the Department of Planning, Lands and Heritage. To contact a PID Officer for the Department of Planning, Lands and Heritage, please call 6551 8002 (between 8:30am and 5:00pm, Monday to Friday) and ask to speak to a PID Officer. Further information about the legislation and how to make a disclosure is available from the Public Sector Commission website or contact the Public Sector Commission's Advisory line on 1800 676 607 (metro and country callers).
Public Interest Disclosure Act 2003 (WA)
Public Interest Guidelines on the Rights and Obligations under the PID Act 2003
Public Interest Disclosure Policy 2015
Public Interest Disclosure: Lodgement form
Public Interest Disclosure: Lodgement Notification of Disclosure of Identifying Information form
*Please note the Crown Land Practice Manual is currently under review. Please direct your specific query to firstname.lastname@example.org.
Department of Lands
ABN 68 565 723 484