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Feedback

 

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.

What is a compliment?

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.

 

What is a complaint?

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.

 

How much will it cost to lodge a complaint?

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.

 

What information do I need to provide?

To help Lands respond quickly and effectively to complaints, complainants will be asked to:

  • Provide as many specific details as possible about their situation and any action that has been taken to try to resolve the issues. Information that may be helpful includes letters or other correspondence that have been received or sent, names of staff members and dates when contact was made with Lands, details of discussions with staff or advocates, or any applications that have been lodged or services that have been used.
  • Tell Lands what you would like done to successfully resolve the matter. It is not always possible to resolve the issues central to a complaint but the information provided will be taken seriously. In some instances it may be beyond the capacity or mandate of the department to resolve the issues related to the complaint but they will be considered in accordance with this policy. Notwithstanding this, complaints provide a useful source of feedback on how systems and processes work in practice and they can assist us to continuously improve.
  • If you wish to provide a compliment, you will need to give the individual staff member's name, and details related to the service they provided.

 

What to expect from making a complaint

A complainant can expect the following:

  • To be treated with courtesy and consideration.
  • To be given relevant information concerning the complaints process, including updates on the progress of any assessment or investigation of the complaint and the outcome.
  • All complaints will be assessed or investigated thoroughly and without prejudice.
  • The complainant will have the right to be heard and any written submissions provided will be considered.
  • Matters not relevant to the complaint will not be taken into account.
  • Vexatious complaints will not be considered.
  • The nominated person(s) making the decision in regards to a complaint will be fair and just.
  • Advice is provided on the outcome of the complaint.

 

What are my responsibilities?

When specifically lodging a complaint your responsibilities include:

  • That you will treat the staff handling your complaint with courtesy whilst acknowledging that they will be attending to your complaint through an established complaints handling process.
  • You will provide information where possible that will assist in the proper handling of your complaint to the department when requested.

 

Timeframes

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.

 

What if you are not satisfied with DoL's response to your complaint?

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 - Lands
Department of Planning, Lands and Heritage
PO Box 1221
WEST 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).

 

Public Interest Disclosure (PID)

The Department of Lands is committed to the aims and objectives of the Public Interest Disclosure Act 2003 (PID Act).

What is a PID? The PID Act facilitates the disclosure of public interest information by providing protection for those who make disclosures and those who are the subject of disclosures.

Below are the details for the departments PID Officers. The PID Officers are responsible for receiving disclosures of public interest information relating to matters falling within the scope of responsibility within the Department of Lands:

Chuck Ellis

Manager Communications and Stakeholder Relations - Lands

Telephone: (08) 6552 4745

Mail: Level 11, 140 William Street, Perth, Western Australia

Email: chuck.ellis@lands.wa.gov.au

Jackie Farmer

Manager Operations North -Lands

Telephone: (08) 6552 4785

Mail: Level 11, 140 William Street, Perth, Western Australia

Email: jackie.farmer@lands.wa.gov.au

Paul Lewis

Project Leader - Lands

Telephone: (08) 6552 4638

Mail: Level 11, 140 William Street, Perth, Western Australia

Email: paul.lewis@lands.wa.gov.au

For further information regarding legislative requirements how to make a disclosure and the disclosure process please visit the Public Sector Commission's website at: http://publicsector.wa.gov.au

 

Legislation

 

Forms

 

*Please note the Crown Land Practice Manual is currently under review. Please direct your specific query to info@lands.wa.gov.au.

 

To provide feedback, make an enquiry or lodge a complaint please complete the online contact form:


Title
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