Tips for raising a complaint with a service provider

The Health and Disability Services Complaints Office (HaDSCO) encourages complaints to be raised with the service provider in the first instance. Offering the provider a chance to address the issues usually results in quicker complaint resolution. This page provides some helpful tips on how to raise and resolve complaints directly with the service provider.

This page can also be printed as an Information Sheet - Helpful tips for making a complaint.

Things to consider before lodging a complaint:

• Many organisations have dedicated complaint departments. The website of an organisation may be the best place to find this information, or contact the organisation and enquire on this service.
• Complaints can be lodged online, in person, in writing or via the telephone. Consider the method and choose an approach that you are most comfortable with. With any approach, ensure that you include relevant information to support your complaint and detail the outcome that you hope to achieve.
• There are a number of agencies which can assist with discussing the issues or when raising a complaint.  The Health Consumers' Council, Mental Health Advocacy Service or People With Disabilities Western Australia, as examples, can provide advocacy services and help with writing a complaint.

Making a complaint in writing

If the complaint is complex, providing it in writing may be the best option for the following reasons:

• A written format can present the information clearly and concisely.
• It enables the individual to ensure all important details are provided.
• It encourages the service provider to respond in writing, this response can be kept and referred back to.
• It allows time for planning and reflection.
• It allows the service provider time to review the complaint, consult their documentation on the matters and provide a thorough response.

When making a written complaint, it is important to:

• Have a clear understanding of the issue/s you want to raise.
• Think about the information to include, such as what occurred, dates, names, locations and supporting documents.
• Use language which is clear, factual and objective.
• Set out the outcomes you are seeking.
• Request a response.

Making a complaint in person

When making a complaint in person, it is important to take some time to prepare and consider the following:

• When the best time to discuss a complaint face to face would be. By taking time out to gather information and consider concerns in depth, the complaint can be made more effectively.
• Making an appointment if possible.
• A list of questions that require a response or circumstances that need clarification. Sending this to the service provider before meeting will give them time to prepare a detailed response.
• Taking time to consider what the desired outcomes from making the complaint are.
• If you wish to bring a support person to the meeting, such as a family member, friend or advocate.
• Taking any supporting documents and a pen and paper to the meeting.
• Make a note of the people involved in the complaint, as an example, who in the organisation has the complaint been lodged with.
• Following up on any unresolved concerns in writing.

Making a complaint over the telephone

When making a complaint over the telephone, consider the following:

• When the best time to discuss a complaint would be. By taking time out to gather information and consider concerns in depth, the complaint can be made more effectively.
• A list of questions that require a response or circumstances that need clarification. Sending this to the provider before making contact by telephone will provide them with time to prepare a detailed response.
• Details of what is hoped to be achieved or the desired outcomes from making a complaint.
• Follow up any unresolved concerns in writing.
• Make a note of the people involved in the complaint, as an example, who in the organisation has the complaint been discussed with.
• Have a pen and paper to hand.
• Request to speak with the relevant person and take note of their name.