Provide feedback to the Forest Products Commission

The Forest Products Commission (FPC) recognises and promotes the rights of the community to be heard.

We welcome feedback – both positive and negative. This can help us understand how we can improve our practices and performance. Our complaints handling process is designed to be:

  • Accessible
  • Timely
  • Confidential (if required)
  • Open and accountable
  • Free of charge

Information regarding our complaint handling process can be provided in alternative formats upon request.

Guiding principles

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The guiding principles of our complaints handling system are:

Be respectful

Our commitment - Respond in a timely and professional manner. We will seek to understand the complainant’s point of view and try to understand the underlying source for the concern or complaint.

Be inclusive and ensure equal opportunities

Our commitment - Facilitate multiple avenues for providing feedback, which ensures all stakeholders have an opportunity to share their feedback whether positive or negative.

Manage expectations

Our commitment - Ensure good communication early in the process to ensure unrealistic expectations are not raised. We will provide feedback to the complainant in regards to the complaints process and likely timeframes.

Be transparent

Our commitment - Ensure complainants are updated regularly through the complaints process and are provided with access to relevant information. Information will be provided so that you can understand the way in which your complaint will be dealt with.

Build and maintain trusting relationships

Our commitment - Commit to building positive relations with our stakeholders through two way communication processes to handle positive and negative feedback in a proactive and constructive manner. We will encourage our stakeholders to provide feedback and submit complaints and respond to this in a timely and effective manner.


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  • A complaint is an expression of protest, objection or dissatisfaction with products, operations or services. It may originate from an individual or an organisation. Complaints or grievances may be associated with real or perceived issues.
  • A grievance is a form of complaint where the circumstance is regarded as unfair treatment or that hardship has been afflicted by the FPC.
  • A concern is any form of expression of worry, apprehension, or anxiety with regards to our products, operations, services, or the performance, behaviour and conduct of staff. A concern includes minor issues that can be easily resolved, for example, through providing information. Concerns may originate from an individual or an organisation. Concerns may escalate to complaints if they are not handled effectively.
  • A compliment is an expression of satisfaction with regards to our products, operations, services, or the performance, behaviour and conduct of staff. Compliments are a way of us knowing that we are delivering our services effectively and provides an opportunity to recognise quality service.

How to submit feedback to the FPC

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If you’d like to provide feedback to the FPC (either formally or informally), you are welcome to visit us at your local FPC office where you will be able to talk directly to an FPC representative, or alternatively if you’d like to phone us or submit your feedback in writing, please see the options below for how to contact us.

If you would like to lodge a formal written feedback / complaint here are some options:

Supporting information

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To clarify the issues raised, the FPC encourages that where possible complaints are made in writing. To support the complaint the following information should be included:

  • Name and contact details of complainant
  • Specific details and nature incident for which complaints are documented, including dates, times, names of FPC staff contacted.
  • Copies of supporting documents.
  • What has been done to try and address the issue and what is the expected or acceptable outcome.

You can request for all or part of the information to remain private.

Complaint handling process

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An overview of FPC’s complaints handling process is explained below. A copy of the FPC’s Complaints Handling Procedure can be provided upon request.

Acknowledgement of complaint

Your feedback or complaint will be:

  • Acknowledged in writing within two business days of receipt.
  • Responded to within 28 days of receipt (excluding the initial confirmation response), however if we require more time you will be advised. 
  • Referred to another agency if it is outside the scope of FPC’s role. You will be advised of the referral.  
  • Assessed and investigated by an FPC officer. Additional consultation will be undertaken as necessary. 
  • Responded to once the investigation is completed and a letter outlining the resolution will be sent to you.

Internal review

If you are not satisfied that the issues raised have been resolved you can request an internal review.

External review

If your complaint has been reviewed internally by the FPC and remains unresolved then you may raise the matter with the Western Australian Ombudsman.

The Ombudsman is independent and impartial, and investigates complaints from individuals about State Government agencies, statutory authorities, local governments and public universities. The Ombudsman also has the authority to initiate an enquiry or investigation into any of these public bodies, even when no specific complaint has been received.

You can contact the Western Australian Ombudsman on (08) 9220 7555 or Freecall 1800 117 000.

Continuous improvement

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Your feedback on our complaints handling process is welcome at any time and can be made by contacting

Page reviewed 1 September 2021