Tips for talking with your provider

Before lodging a complaint to the Health and Disability Service Complaints Office (HaDSCO), we recommend talking to the service provider. This is usually the quickest and easiest way to address your concerns or fix a problem. However, if your problem is not resolved or if you feel you cannot approach them directly, contact us for help.

Before contacting the service provider, ensure you have all the information about your complaint ready:

  • What happened?
  • Where did it happen?
  • When was it?
  • Who was involved?
  • What impact has this had?

Consider what outcome you hope to achieve. For example:

  • Access to the service.
  • A refund or waiver of fees.
  • An apology or explanation.
  • Access to health records.
  • Service improvement to prevent problems from reoccurring.

After contacting the service provider, ensure you keep copies of any documents relating to your complaint (e.g., emails, photos, letters, receipts or invoices).

There are various consumer advocacy organisations that can help you to contact HaDSCO and/or to lodge a formal complaint with us.

  • Health Consumers’ Council of WA - Health Consumers’ Council of WA provide an individual advocacy service to any person experiencing an issue with the WA Health system.
  • Carers WA - Carers WA is the peak body that represents the needs and interests of carers in Western Australia. They support the empowerment and wellbeing of carers through programs, services, and advocacy.
  • People With Disability WA - PWdWA provides non-legal advocacy to people with disabilities. Advocacy is the process of standing alongside individuals to ensure that people are able to speak out, to express their views and uphold their rights.
  • Mental Health Advocacy Service - The Mental Health Advocacy Service WA is independent from hospitals and mental health services and offers a free service supporting people who are receiving or referred for involuntary mental health treatment. Voluntary mental health patients aged under 18 years can also request help from a specialist Youth advocate.

 

Making a complaint in writing

If your complaint is complex, lodging it in writing is the best option. Download our Complaint Letter Template or Complaint Email Template for assistance.

 

Making a complaint over the phone or in person

  • Plan what you are going to say:
    • Prepare a list of questions you want answered. Consider sending this list to the service provider before contacting them, as it will give them time to prepare a detailed response.
    • Be clear about what happened, when and where it happened, who was involved and what impact it has had.
    • Detail the outcome you hope to achieve.
  • If you are lodging your complaint in person, make an appointment if possible. You may also consider bringing a support person with you (e.g., a family member, friend or advocate).
  • Ask to speak to the person who manages complaints (e.g., a manager). If the person is not available, leave a message for them to call you back. Take note of the people your complaint has been discussed with.
  • Follow up on any unresolved concerns in writing. Written responses can be kept and referred to.
Last Updated: 25/06/2024