MAKING A COMPLAINT

The Drug and Alcohol Office appreciates your feedback and comments. Our aim is to provide services of a good standard but sometimes, for whatever reason, you may not be happy or may have concerns about the way we have done our job. If you are not satisfied with the service you have received we would like to know, as client feedback is an important tool in helping us to build better services. 

The Drug and Alcohol Office has a complaints policy that provides specific information on how feedback will be managed. All complaints will be considered and you will be provided with a written response.

What can I complain about?

Everyone has the right to make a complaint. Whether it is about the quality of the service or the person providing it, you have a right to complain if you are left feeling uncomfortable, uneasy or unhappy.

Who should I complain to?

Many complaints can be resolved informally so before making a formal complaint consider discussing your complaint with the staff concerned. If you cannot resolve your difficulties, a written complaint to management may be an option. A complaint can also be made to an independent complaints body. (See Office of Health Review contact details below). 

How can I make a complaint?

A complaint may be made in person, by phone, fax, email or in writing.  You can also use the Feedback link on this website to lodge your complaint. All complaints will be dealt with fairly and in a timely manner. You will be given a written reply to your complaint.

What if I am still not satisfied with the outcome?

If you are not happy with the response to your complaint you may wish to talk to the Office of Health Review. The Office of Health Review is an impartial investigative body for complaints about health services. Their web site also has useful links to other advocacy agencies. 

I am on a community based pharmacotherapy program. Who can help with my complaint?

People who are on a methadone or a buprenorphine program have the same right to make a complaint as any other patient.  If you are unsure of how to proceed or feel that you may need some support, staff from the Opiate Replacement Pharmacotherapy Advocacy and Complaints Service (ORPACS) Ph: 9321 2877 are available to help. Alternatively the Health Consumers’ Council can help you with complaints.

ADVOCACY AND CONSUMER RIGHTS

There are State government laws that describe how government and non-government agencies should deal with their clients. These laws aim to ensure that all consumers are treated fairly and in the same way.

Privacy

The Privacy Amendment (Private Sector) Act (2000), covers private health service providers. The Privacy Act does not cover government agencies however there is an understanding that the principles of the Privacy Act will be adhered to. Information about your privacy rights can be accessed at the web site of the Office of the Privacy Commissioner.

Freedom of Information

The Western Australian Freedom of Information Act 1992 gives people the right to apply for access to documents held by State Government Agencies.

Discrimination

If your complaint is about discrimination (Hepatitis C and HIV are classed as impairments under the Equal Opportunity Act (1984)), the appropriate body to contact is Equal Opportunity Commission.

Other advocacy agencies

There is a range of community based organisations that will help you with your concerns: 

Health Consumers’ Council

Provides individual health and systemic advocacy, information and advice regarding health services.

Ombudsman (Commonwealth)

Investigates complaints about Commonwealth Departments and Agencies.

Ombudsman (State)

Investigates complaints about State and Local Government administration.