Feedback to the Office of the Public Advocate

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 in a timely manner, with the aim of finding 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.

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.

Information Privacy

In order to process your feedback, The Office of the Public Advocate may ask for some personal information. We will only use this information for the reason it was collected. Your privacy is important to us. For more information visit our Privacy Statement webpage.