Service Charter

The HaDSCO Service Charter describes what you can expect from HaDSCO when you make a complaint, as well as the expectations we have of you in order to resolve your complaint.

To download a PDF version of our Service Charter, click here

 

Service Charter

When you make a complaint to HaDSCO, you can expect that we will be:

Supportive

  • We will listen carefully to understand your complaint, and we will take your concerns seriously.

Flexible and accessible

  • We will provide you with the assistance you need to make your complaint.
  • We will do our best to find an approach to resolving your complaint that suits your circumstances.

Independent

  • We will act independently at all times, without direction or favour towards any party.

Professional

  • We will treat all parties with dignity and respect.
  • All of your personal information will be kept secure and your privacy maintained.
  • We will suggest the right place for you to take your complaint if we cannot help you.

Objective and honest

  • We will assist the parties to a complaint to find a mutually agreeable resolution.
  • We will admit if we make a mistake and take steps to correct it.
  • We will explain all of the decisions made about your complaint. 

Timely

  • We will resolve your complaint within our legislated timeframes, and keep you updated on our progress.

 

When you make a complaint to HaDSCO, we expect the following from you:

  • Unless your circumstances prevent you, attempt to resolve the matter directly with the service provider first.
  • Treat our staff and the service provider with courtesy and respect.
  • Let our staff know if you require assistance to make your complaint.
  • Provide a completed complaint form to allow for your complaint to be assessed.
  • Provide all the information requested by our staff in a timely manner.
  • Notify us if there is any change in your circumstances or if you have raised your complaint with another organisation.
  • Be willing and available to participate in the resolution process with HaDSCO and the service provider.
  • Understand that while HaDSCO will work with you and the service provider to reach a resolution, we cannot guarantee a certain outcome from your complaint.

 

We also expect the following from service providers who are the subject of a complaint:

  • Treat our staff and the individual making the complaint with courtesy and respect.
  • Provide all the information requested by our staff in a timely manner.
  • Be willing and available to participate in the resolution process with HaDSCO and the individual who has made the complaint.
  • Offer redress where appropriate to the individual who has made a complaint.
  • See complaints as an opportunity to improve service delivery.
  • Implement any recommendations for improvements to service delivery or complaint handling that result from the resolution process.

 

If you are not happy with the service you received from HaDSCO, or the way your complaint was managed, please let us know by using our Feedback Form. You can also let us know your concerns by phone, email, or post.

  • You can request an internal review of your complaint management if there is a specific dispute about the processes applied, or decision/s made.
  • The internal review is conducted by a Senior Officer who was not involved in the decision-making process of the original complaint outcome.
  • A request for an internal review must be submitted in writing within six months of the date of the original decision.
  • If your concerns remain unresolved following HaDSCO’s internal review process, you can contact the Ombudsman Western Australia to request an external review.

 

What we cannot do

We are committed to helping health consumers in Western Australia and the Indian Ocean Territories with safe and ethical health care provision, but there are some things we cannot do.

We cannot:

  • Force health service providers to take part in the complaint resolution process.
  • Always get agreement on the outcome a complainant wants.
  • Discipline practitioners registered by a National Board with the Australian Health Practitioner Regulation Agency (Ahpra).
  • Act as an advocate, or take sides for one party or another.
  • Provide legal advice or operate outside the legislation that governs us.

There are also some issues we cannot help you with, such as complaints about:

  • The contents of a medical report.
  • Medicare or health insurance.
  • Workers’ compensation assessments.
  • Orders made by the Mental Health Tribunal.
  • Orders made by the Guardianship and Administration Board.
  • Health services received in another state or territory.
  • Complaints older than two years (unless a complaint could not be lodged within two years due to extenuating circumstances). In these cases, we can refer you to an alternative organisation.

Aged care providers

The Aged Care Quality and Safety Commission provides a free service for anyone to raise a concern or make a complaint about the quality of care or services provided to people receiving Australian Government funded aged care.

 

Breaches of privacy and access to medical records

  • The Office of the Australian Information Commissioner is the independent national regulator for privacy and freedom of information. They promote and uphold your rights to access Commonwealth government-held information and have your personal information protected.
  • The Office of the Information Commissioner is an independent officer, reporting directly to the Western Australian Parliament, who deals with complaints about decisions made by government agencies under the Freedom of Information Act 1992.

 

Cosmetic surgery complaints

Patients who have been harmed by cosmetic surgery are encouraged to directly report their concerns by contacting the Australian Health Practitioner Regulation Agency’s Cosmetic Surgery Hotline on 1300 361 041.

 

Conduct of a registered health service practitioner

If you have concerns about the conduct or performance of a registered medical practitioner, you can notify the Australian Health Practitioner Regulation Agency (Ahpra).

 

Defective health-related products

You may have noticed a defect or fault with a health-related product you have purchased (e.g., hearing aids, dentures). Contact Consumer Protection at the Department of Mines, Industry Regulations and Safety to make a complaint. 

 

NDIS disability service providers

The NDIS Quality and Safeguards Commission accepts complaints from anyone about NDIS providers, services or supports that were not provided in a safe and respectful way, or to an appropriate standard.

 

Private health insurance

The role of the Private Health Insurance Ombudsman is to protect the interests of private health insurance consumers. Contact them to make an online complaint. This is managed through the Commonwealth Ombudsman.

For complaints about health service providers or health care workers in other states and territories, please contact the relevant health complaints entity in that state or territory.

 

Australian Capital Territory

ACT Human Rights Commission

Phone number: (02) 6205 2222

 

New South Wales

Health Care Complaints Commission

Phone number: 1800 043 159

 

Northern Territory

Health and Community Services Complaints Commission

Phone number: 1800 004 474

 

Queensland

Office of the Health Ombudsman

Phone number: 133 646

 

South Australia

Health and Community Services Complaints Commissioner

Phone number: 1800 232 007

 

Tasmania

Health Complaints Commissioner

Phone number: 1800 001 170

 

Victoria

Health Complaints Commissioner

Phone number: 1300 582 113

Last Updated: 25/06/2024