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The guiding principles of our complaints-handling system are:

Be respectful

Our commitment – respond in a timely and professional manner. We will seek to understand the complainant’s point of view and try to understand the underlying source for the concern or complaint.

Be inclusive and ensure equal opportunities

Our commitment – facilitate multiple avenues for providing feedback, which ensures all stakeholders have an opportunity to share their feedback whether positive or negative.

Manage expectations

Our commitment – ensure good communication early in the process to ensure unrealistic expectations are not raised. We will provide feedback to the complainant in regards to the complaints process and likely timeframes.

Be transparent

Our commitment – ensure complainants are updated regularly through the complaints process and are provided with access to relevant information. Information will be provided so that you can understand the way in which your complaint will be dealt with.

Build and maintain trusting relationships

Our commitment – commit to building positive relations with our stakeholders through two way communication processes to handle positive and negative feedback in a proactive and constructive manner. We will encourage our stakeholders to provide feedback and submit complaints and respond to this in a timely and effective manner.

• A complaint is an expression of protest, objection or dissatisfaction with products, operations or services. It may originate from an individual or an organisation. Complaints or grievances may be associated with real or perceived issues.
• A grievance is a form of complaint where the circumstance is regarded as unfair treatment or that hardship has been afflicted by the FPC.
• A concern is any form of expression of worry, apprehension or anxiety in relation to our products, operations, services or the performance, behaviour and conduct of staff. A concern includes minor issues that can be easily resolved (eg. through providing information). Concerns may originate from an individual or an organisation. Concerns may escalate to complaints if they are not handled effectively.
• A compliment is an expression of satisfaction with regards to our products, operations, services or the performance, behaviour and conduct of staff. Compliments are a way of us knowing that we are delivering our services effectively and provides an opportunity to recognise quality service.

If you would like to provide feedback to the FPC (either formally or informally), you are welcome to visit us at your local FPC office where you will be able to talk directly to an FPC representative. Alternatively, if you would like to phone us or submit your feedback in writing, please see the options below for how to contact us.

If you would like to lodge a formal written feedback/complaint, here are some options:

• Visit or phone your local FPC office 
• Post a letter with your feedback to your local FPC office.
• Email us: feedback@fpc.wa.gov.au

To clarify the issues raised, the FPC encourages that, where possible, complaints are made in writing. To support the complaint, the following information should be included:

• Name and contact details of the complainant.
• Specific details and nature of the incident for which complaints are documented, including dates, times and names of FPC staff contacted.
• Copies of supporting documents.
• What has been done to try and address the issue and what is the expected or acceptable outcome.

You can request for all or part of the information to remain private.

An overview of FPC’s complaints-handling process is explained below. A copy of the FPC’s complaints-handling procedure can be provided upon request.

Acknowledgement of complaint

Your feedback or complaint will be:

• Acknowledged in writing within two business days of receipt.
• Responded to within 28 days of receipt (excluding the initial confirmation response. However, if we require more time, you will be advised. 
• Referred to another agency if it is outside the scope of the FPC’s role. You will be advised of the referral.  
• Assessed and investigated by an FPC officer. Additional consultation will be undertaken as necessary. 
• Responded to once the investigation is completed and a letter outlining the resolution will be sent to you.

Internal review

If you are not satisfied the issues raised have been resolved you can request an internal review.

External review

If your complaint has been reviewed internally by the FPC and remains unresolved, then you may raise the matter with the .

The Ombudsman is independent and impartial and investigates complaints from individuals about State ºÚÁÏÕýÄÜÁ¿ agencies, statutory authorities, local governments and public universities. The Ombudsman also has the authority to initiate an enquiry or investigation into any of these public bodies, even when no specific complaint has been received.

You can on (08) 9220 7555 or freecall 1800 117 000.

Your feedback on our complaints handling process is welcome at any time and can be made by contacting feedback@fpc.wa.gov.au