Department of Finance Customer Service Charter

The standard we strive to achieve when you interact with our people and services at Finance.

Our ambition

The standard we strive to achieve when you interact with our people and services is that we are:

Reliable

We will:

  • communicate expected time frames upfront
  • let you know if things change
  • respond to your queries as soon as we can, even if we don’t have all the answers yet

Accessible

We will:

  • make it easy for you to find what you need
  • make it easy for you to understand
  • connect you to who you need to speak to

Experts

We will:

  • provide accurate information you can trust
  • use consistent processes
  • share our knowledge

Transparent

We will:

  • be open and honest
  • be upfront about the process and steps involved
  • be clear in our decision making

Understanding

We will:

  • listen and empathise
  • understand your situation and needs
  • be flexible and adjust our approach wherever possible

 

Our services

  • Advise: We provide strategic advice across WA Government and the public sector on reform projects, project and asset management, procurement and policy.
  • Build: We plan, deliver and manage fit-for-purpose solutions for major community infrastructure such as schools, hospitals, prisons, and government office accommodation.
  • Buy: We lead government procurement and leverage our buying power to secure products and services for government, driving value for money for Western Australian taxpayers.
  • Collect: We collect revenue to fund government services and administer payment of grants and subsidies to the Western Australian community.
  • Deliver: We facilitate and optimise delivery of corporate services, using insights and leading technologies to continuously innovate and improve.

Our customers

We understand that you may have different needs to other customers. We always try to understand your situation so that we can provide the best possible service to you.

We have a wide and varied customer base including:

  • Individuals: grant recipients and tax payers
  • Businesses: grant recipients, tax payers, suppliers and contractors
  • Government: WA Cabinet Ministers, Local, State and Federal

Feedback

We value your opinion and want to hear what you think about the quality of our service. We welcome compliments, concerns or comments on our service to you, so that we can continuously improve.

If you wish to help us in acknowledging great work by our team members, suggest how we might improve, or if you are not satisfied with our service, we encourage you to let us know via our feedback form.

Contact us

Please see WA.gov.au/Finance for our various office locations and opening hours, phone and email contact details. 

Escalate a complaint

If you’re not satisfied with our service or the outcome of a complaint, you may wish to contact the Ombudsman Western Australia.

Where we are unable to assist

The following areas are not handled by our internal feedback processes, and should be directed to the appropriate Minister, court, tribunal, or agency:

  • matters directly relevant to legislative provisions or rates of tax
  • matters of administrative law
  • appeal decisions
  • judicial decisions
  • matters relating to other government agencies
Page reviewed 13 July 2022