The Office of the Electoral Distribution Commissioners is committed to providing high quality services that meet our customers’ needs. We respect our customers’ right to complain if they are not happy with the goods or services we provide, or the way in which they are provided. We also welcome suggestions to improve services and appreciate any other feedback that you may wish to offer. Our Complaints Management Policy seeks to increase the opportunity for customers and other stakeholders of the Office of the Electoral Distribution Commissioners to provide feedback about the goods and services that the agency provides and for the Commission to improve its processes as a result of this feedback. We endeavour to do this and resolve complaints in an efficient, fair and accessible manner.

Why is my feedback important?

Your complaints and suggestions are important as they help identify where we need to improve. Positive feedback also helps us to recognise the work that we are doing well.

Your comments help us improve customer service by:

• identifying areas that need improvement
• assisting in planning and allocation of resources
• enhancing our relationship with our customers and other stakeholders

How can I lodge a complaint or provide other feedback?

• Internet – complete the online Feedback Form on our web site
• Mail – print out and complete the Hardcopy Feedback Form from the boundaries web site and send it to:
  Feedback Coordinator
  Office of the Electoral Distribution Commissioners
  GPO Box F316
  PERTH WA 6841
• Phone – call 13 63 06 (toll-free in Western Australia) or (08) 9214 0450 and ask to speak to the Feedback Coordinator for the 2007 Electoral Distribution
• Fax - print out and complete the Hardcopy Feedback Form (PDF, 22Kb) on our web site and fax it to 9214 0455
• Email – put the information that you wish to provide in an email and send it to boundaries@waec.wa.gov.au
• In-person – visit the Office of the Electoral Distribution Commissioners.

What information is needed?

A simple statement telling us the nature of the issue is all that is required. Should further information be required, the Office of the Electoral Distribution Commissioners will contact you. Please view the Feedback Form for an example of the information that would help us process your feedback more effectively.

It will assist us to resolve your complaint if you:

Act quickly: Please give us any relevant information as soon as possible. The longer you wait, the harder it can be to remember details or find a solution.

Make it clear: Please use dates, descriptions of incidents, phone calls, letters or meetings that you consider relevant.

Remember names: Try to remember the name and position of the officer who originally served you. This information can save time and assist in finding an effective solution.

What is the process?

Your submission is recorded and the investigation or response process begins. Investigations, where necessary, involve the person who is the subject of the complaint and the process is overseen by the Feedback Coordinator for the 2007 Electoral Distribution. Your complaint or other feedback will be investigated and you will then be advised, in writing, of the outcome.

When should I receive a reply?

Complaints and other feedback are accorded high priority within the Office of the Electoral Distribution Commissioners. If you have lodged a complaint you will be sent an acknowledgement within five working days. If you have provided a suggestion or compliment we will respond to your feedback in due course.

What if I do not receive a reply?

If you do not receive a reply within five working days of lodging your feedback or complaint, please contact the Feedback Coordinator for the 2007 Electoral Distribution on 13 63 06. The Feedback Coordinator will immediately follow up on the matter.

What if I am not satisfied with a reply to a complaint?

If you feel that your particular complaint has not been resolved satisfactorily by front line or supervisory staff, you may take your complaint to the Electoral Commissioner.

If, after further discussion you remain dissatisfied, you will be advised of further action which may be open to you, such as a further appeal mechanism or the courts.

Links

Hardcopy Feedback Form (PDF, 22Kb)

State Government Complaints Information Site

Proceed to Feedback Form