Make a Complaint

You have the right to make a complaint if you are not satisfied with the service you received from your health, mental health or disability service provider. HaDSCO is here to listen to your complaint and help you to resolve it.

If you would like to discuss your concerns with our Complaints Resolution team or need assistance completing your complaint form, please call us on (08) 6551 7600. Our phone line is open 9:30am to 3:30pm, Monday to Friday.

You will need

Please think through your concerns and have your information on hand including:

• Your name and contact information.
• The details of the incident.
• The name of the service provider involved and any relevant contact information.
• Your original complaint to the service provider and their response (if any).
• Your desired outcome from the complaint.

Alternatively, you can download our PDF complaint form to complete. You can return this form and all supporting documentation to:

• Post: PO Box B61, Perth WA 6838
• Email: mail@hadsco.wa.gov.au
• In person: Reception Desk, Albert Facey House, 469 Wellington Street, Perth WA 6000

“The Health and Disability Services Complaints Office (HADSCO) is collecting your personal information on this complaint form, including your name, address, email address, telephone number and date of birth.

We use gender, country of birth and whether you identify as Aboriginal or Torres Strait Islander for deidentified statistical use. This information is not required to investigate a complaint, and you may choose not to provide it.

Any personal information you provide over the phone or during the process of progressing your complaint will be managed in accordance with our Privacy Policy.

If your personal information is not collected, we may be unable to deal with your complaint.

We are required to collect and maintain this information for the purposes of dealing with a complaint under the Health and Disability Services (Complaints) Act 1995, Part 6 of the Disability Services Act 1993 and Part 19 of the Mental Health Act 2014.

We will use the provided contact information for that purpose, and we may also use it to seek consumer feedback.

If you provide your consent, we may use the deidentified details of your complaint as a case study in HaDSCO publications or presentations.

We may disclose your personal information to the Australian Health Practitioner Regulation Agency (AHPRA) when complaints relate to a registered health professional due to our legal obligations under the Health and Disability Services (Complaints) Act 1995.

To assist with your complaint, HaDSCO may need to obtain information or records. A copy of the complaint will be sent to the service provider for a response and may also be sent to any other relevant organisation. As part of this form, you will be required to provide authorisation.

More detailed information about the way HaDSCO uses and discloses your personal information is set out in our comprehensive Privacy Policy at Health and Disability Services Complaints Office - Privacy.

You have the right to access and correct your personal information. For privacy related inquiries please contact mail@hadsco.wa.gov.au.

By making a submission via our complaints form, you consent to the use of your personal information for this purpose.”