Service standards

The Office of the Public Advocate is committed to providing services which:

• promote personal dignity, independence and choice wherever possible
• are accessible and sensitive to people's individual needs
• meet professional and service standards.

Timely service

Staff will answer enquiries promptly. If they are unable to help, they will refer the person to other relevant services.

Respect

Staff will treat people with courtesy and respect and will not release personal information to any unauthorised party unless it is necessary to ensure the safety of an adult with a decision-making disability or fulfill guardianship responsibilities.

Access to information

To request access to information held by the Office of the Public Advocate, contact the Office in person, in writing or by telephone.

In some instances people may be required, or may wish, to make a request directly to the Office's Freedom of Information Co-ordinator. If the request is denied, an application for review can be made to the Public Advocate.

Anyone still not satisfied with a decision regarding release of information may lodge a request for a formal review with the Information Commissioner.

Responsive to feedback

Feedback from customers is welcomed and encouraged. It is important that people contact the Office with suggestions, compliments and complaints regarding services. By doing so they:

• provide positive feedback and recognition to staff when they have assisted a client
• provide valuable information on improving services
• may prevent a negative service experience from occurring again
• offer the Office an opportunity to improve its services.

The Office of the Public Advocate treats all complaints seriously and deals with them as soon as possible to ensure a satisfactory resolution. To lodge a complaint about the Office's services, the following steps are recommended:

1. Contact the staff member who provided the service. They must then alert their supervisor to the complaint and the outcome.
2. If this is not possible or the complaint is not resolved, raise the matter with the appropriate manager.
3. If this is not possible or the complaint is still not resolved, raise the matter with the Public Advocate.

Feedback can be submitted by phone, email, fax, in person, mail or online through the Contact Us page.

The Office of the Public Advocate undertakes to:

• respond to all grievances within 10 working days of the complaint being lodged
• keep records of all relevant proceedings including details of the grievance, the investigation, methods of resolution and customer feedback
• advise the relevant people (in writing) of the outcome and any corrective action to be taken.

A person not satisfied with a decision of the Public Advocate in relation to a complaint may lodge a complaint with the State Ombudsman:

Telephone: (08) 9220 7555
Freecall: 1800 117 000 (toll free for country and interstate callers)
Fax: (08) 9220 7500
Email: mail@ombudsman.wa.gov.au
Address: 2nd Floor, Albert Facey House, 469 Wellington Street, PERTH WA 6000

Last Updated: 17-Apr-2012