Complaints, compliments and suggestions

We want to hear what you have to say about our services. Your feedback will let us know what is important to you, as we continuously try to improve our services.

Making complaints can be hard, but it is important to speak up if you feel you have been treated unfairly, and especially if you do not feel safe.

DLGSC is committed to effective complaint handling and values the feedback you provide.

All feedback and complaints will be taken seriously, and we will do everything within our ability to resolve them.

We are open to receiving your feedback and you can do this via the below form or by calling us on 61 8 6552 7300.

Policies and procedures

Customer Service Charter
Complaint Handling Procedure
Complaint Management Policy

Breaches of the Local Government Act 1995

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Children and young people

I am a child or young person who wants information on complaints.

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Complaints process

We will contact you as soon as we can within 10 working days (or 3 working days for children and young people) of receiving your complaint to talk to you about it.
Once we have spoken to you we may need to do more investigation. We will ask if you would like to be informed while we do this.
Our staff will update you about how your complaint is being handled. We will try to solve the problem within 60 working days (or 15 working days for children and young people). When the problem has been solved, we will contact you to explain what happened.
If you don’t want regular updates, that's okay. We will try to solve the problem within 60 working days (or 15 working days for children and young people). When the problem has been solved we will contact you to explain what happened.
If you are not happy with the result you can contact the Ombudsman’s office. Information about this will be provided to you.

DLGSC Complaints ProcessDLGSC Complaints Process (pdf) (890 KB)

Your feedback

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Reportable Conduct Scheme

If you have formed a belief on reasonable grounds that someone who works or volunteers at DLGSC, or is a contractor engaged to undertake child related work, has or may have engaged in reportable conduct at work or outside of work, you are encouraged to notify DLGSC as soon as practicable.

Reportable Conduct Scheme