Public Sector Commission Customer Service Charter

Policy
Outlines the standard of service you can expect from us, our commitment to timely and efficient service delivery and how you can help us deliver high quality service.

Date approved: 24 March 2020

These are the standards we set:

Our staff:

  • respond to queries promptly
  • identify themselves
  • listen carefully to what you have to say
  • are helpful, polite and courteous
  • advise if unable to assist, and redirect you if possible
  • have the appropriate authority to assist, or will find someone who can
  • follow through on any commitments they make
  • value and encourage feedback
  • acknowledge and rectify any error when it occurs.

Our information is:

  • easy to access, including in other formats if requested
  • accurate and consistent
  • relevant and practical.

Our actions:

  • are fair and impartial
  • are completed within specified timeframes
  • take individual needs into consideration.

These are our expectations of our customers:

To assist us to assist you, we ask that you:

  • provide us with timely, accurate and relevant information
  • recognise and understand your responsibilities and accountabilities
  • give us constructive feedback about our products and services
  • treat our staff with respect and courtesy.

Feedback

We value feedback and encourage you to help us improve our products and services by:

  • complimenting us on what we do well
  • offering suggestions on what we might do differently.

Making a complaint about the Commission

We want to know if a product or service does not meet your expectations. If you are dissatisfied with the Commission’s staff, products or services you may make a complaint to us. In most cases, we can only accept a complaint from the affected person. If you are unable to act for yourself, we may accept a complaint from a representative. We may ask for written confirmation from you that you are happy for the representative to act on your behalf.

Before you make a complaint, we ask that you first try to resolve the matter with the relevant staff member or division.

Once we receive your complaint, we:

  • acknowledge receipt of the complaint
  • handle your concern in a confidential manner
  • consider your complaint carefully
  • keep you informed on the progress of your complaint
  • provide you with reasons for any decisions made
  • use your complaint to help us improve our products and services.

Taking a complaint further

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If you are not satisfied with the outcome after dealing with us, you may contact the Ombudsman WA:

Ombudsman WA
08 9220 7555 or 1800 117 000
mail@ombudsman.wa.gov.au 
PO Box Z5386, St Georges Terrace
PERTH WA 6831
www.ombudsman.wa.gov.au

Page reviewed 22 September 2020