Have Your Say on the Services WorkCover WA Provides

WorkCover WA values good customer service.

We encourage you to give us feedback through our Customer First Feedback System to:

• compliment us on a service we do well
• offer suggestions on what we might do differently
• send a complaint and tell us what we can do better.

Issues raised are kept confidential and discussed only with the people who need to be involved.

We will deal with complaints effectively, promptly and without prejudice or bias.

Customer First Works

All customers are welcome to provide us with feedback.

You can:

• complete the online form
• print the Customer First Form (PDF - 790kb), complete it and send it to us at: 2 Bedbrook Place, Shenton Park WA 6008
• email us: postmaster@workcover.wa.gov.au 
• tell a staff member, in person or over the phone: 1300 794 744 (cost of a local call in regional WA)
• write to us at: 2 Bedbrook Place, Shenton Park WA 6008
• contact the Customer First Feedback Officer: 08 9388 5555
• This brochure is also available in a range of languages other than English.

Our Commitment

We will:

• respond to verbal feedback within five (5) working days
• respond to written feedback within ten (10) days
• regularly update you on progress of your issue.

Steps you can take

Here are some steps you can take which will help us to help you.

Act quickly: please tell us about any issue as soon as you can. Facts can become less clear if you wait, making it harder to find a solution.

Go direct at first: many concerns can be resolved easily by the staff member/s you initially dealt with.

Make it clear: put the events in order. Use dates and descriptions of incidents, phone calls, letters or meetings. Tell us what action you would like us to take.

Tackle the problem, not the person: please remember that what happened may have been a mistake or an oversight that would not usually happen.

Independent Help

If you have a complaint that you do not wish to raise directly with us, or after dealing with us you are not satisfied with the outcome, you may complain to the Ombudsman.

The Ombudsman is an independent and impartial person who investigates complaints about Western Australian government departments, statutory authorities and local governments. The Ombudsman reports directly to the Parliament of Western Australia – not to the sitting government.

Phone: 08 9220 7555
Freecall: 1800 117 000 for calls outside the metropolitan area
Facsimile: 08 9325 1107
Email: mail@ombudsman.wa.gov.au
Post: PO Box Z5386, St Georges Terrace, Perth, WA 6831
In person: Level 12, 44 St Georges Terrace, Perth
Website: www.ombudsman.wa.gov.au

Information in Other Formats

Information is available in alternative formats for people with disabilities including an audio loop, which is available for the hearing impaired on 48 hours notice.