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Delivering a Healthy WA
Office of Safety and Quality in Healthcare
To promote customer focused, safe, quality health care in Western Australia

How to make a complaint

Complaints about services provided by public and private hospitals and health service units

Some hospitals/health services have dedicated Complaints Officers. Where these officers exist, they should be the first point of contact regarding a complaint. Where such officers do not exist then the complaint should be submitted in writing to the Chief Executive or General Manager of the hospital/health service.

If this approach does not address or resolve the complaint, then the complainant should take the matter to the Office of Health Review.

The Office of Health Review is an independent statutory body that investigates and conciliates complaints about public and private health services.

Complaints about corrupt or improper behaviour by Department of Health staff

Complaints alleging corrupt, criminal or seriously improper behaviour by Department of Health staff should be directed to the Department of Health Corporate Governance Department, Accountability Division, email: Accountability@health.wa.gov.au.

If the complaint issue is of the nature of inter-staff conflict, alleged unfair treatment etc, and does not involve criminal or serious improper conduct, the matter may be referred to the Human Resource (HR) Branch to be dealt with as a grievance charge under HR procedures.

If the complainant alleges corrupt, criminal or serious improper conduct by a public officer then the complaint may be referred to the Police Department or the Corruption and Crime Commission for investigation by the Manager, Accountability.

Complaints about the Department of Health in general (policy, operation, services)

Complaints about operational procedures and policies of the Department of Health and similar matters should be directed to the Freedom of Information Coordinator (at Legal and Legislative Services, 9222-4414). From there, the matter will be referred to the relevant Senior Officer with jurisdiction over the matters that are the subject of complaint.

External complaint agencies

Complainants should be aware that they do have a right of access to agencies external to the Department of Health if they feel that the internal complaint structure is not appropriate. Relevant external agencies are the: