WATC is committed to providing an accessible, fair and efficient complaints handling process, as reflected in our Complaints Policy (Policy). For the 2017/18 financial year, WATC did not receive any complaints.
WATC recognises the importance of a robust complaints system as a method of accountability, and as a means to improve our services. WATC reviews our Policy at least every three years, with the most recent review completed in September 2017. A version of the updated Policy is accessible on WATC’s website and clearly details how and where to make a complaint. In addition, everyone is aware of the Policy.
The Policy provides for the free, prompt and confidential handling of complaints. Upon receipt of a complaint, WATC will document and classify it and, if it cannot be resolved immediately, appoint someone to investigate. If an investigation is appropriate, WATC will, within three business days, confirm that someone is actioning the complaint, and advise the date by which the investigation should conclude. Throughout this process, WATC will ensure that the complainant is kept informed of how the complaint is progressing.
Importantly, WATC is committed to dealing with all complaints in accordance with the principles of fairness and natural justice. This is achieved by ensuring all parties have a right to be heard, that all relevant facts are taken into account and that the decision-maker is unbiased. Following assessment, WATC will record the outcome of the complaint and provide the reasoning behind the decision to the complainant. There is also an avenue for further review to the Ombudsman of WA should the complainant be dissatisfied with WATC’s response or proposed remedy.
In addition to responding to any specific complaints, WATC will evaluate our Complaints Register to determine whether there are any systemic causes of complaints and to identify further remedial action that may be warranted. WATC also reports on the operation of our complaints handling process against documented performance standards.