Feedback & Complaints

Communicare welcomes all feedback and suggestions for improving what we do

Our Commitment to You

Communicare is an organisation committed to the creation of strong, safe and inclusive communities. We recognise the importance of encouraging people from a diverse range of backgrounds to thrive and participate to reach their full potential. We consider providing quality services as an important part of this commitment and we strive to ensure that people understand their rights and responsibilities.



Our Responsibility

  • To treat everyone fairly and with care, dignity and respect
  • To promote equity and access across all our services
  • To respect cultural and linguistic diversity
  • To ensure all our staff are welcoming and encouraging
  • Provide timely and relevant information
  • Commit to continuous development and improvement
  • Encourage the meaningful participation of all
  • Promote the safety and wellbeing of all children and young people
     


Your Rights

  • To be treated fairly and with care, consideration, dignity and respect 
  • Have your privacy respected. You have the right to complain or share ideas about our services
  • To ask questions if you don’t understand the process
  • Receive information and be regularly informed 
  • Provide feedback to our services
  • Request an interpreter, or other cultural support. We respect cultural and linguistic diversity.
  • Request assistance with reading/understanding
  • Discuss any concerns you have and have them resolved where possible 



How to Provide Feedback or Complaints

At Communicare, you can provide a compliment, complaint or suggestion by:


We encourage you to share your feedback and promise to provide a safe and welcoming environment for you to be heard. We are interested in what you have to say and we will ensure that your complaint is dealt with quickly and respectfully. 
If you have a complaint, we encourage you to come and speak to us in person first about it. However, we understand that sometimes this is not possible or difficult to do. If this is the case, you are able to inform us about your complaint using the options provided to you.

It is important to understand that you will not be penalised for any complaint, feedback or suggestion that you make. We promise that all complaints and feedback will be treated politely and fairly. 

 

Support with submitting your feedback

Communicare recognises that communities consist of a diverse range of people. You may come from a different cultural or linguistic background, have a disability or even may be a child or young person wanting to give feedback or make a complaint. Our organisation celebrates these differences and strives to provide a feedback process that is accessible to all.

At Communicare, you can provide a compliment, complaint or suggestion by:


If you need further support, we provide the following support services

 

Support for Children

At Communicare we seek to empower children to speak up if they are unhappy or unsafe and we would love to hear from you. Giving feedback is easy to do and we would like to speak to you more about it if you like.
If there is something you would like to tell us, you can:

  • Talk to your teacher, worker or counsellor
  • Ask to talk to one of our Child Safe Committee team member on 9251 5777
  • Tell your parents or a trusted adult to contact us on 2951 5777
  • Call us on 9251 5777


If you do not wish to talk to us you can write to us:

 

What will happen after I talk to you?

Once we receive a complaint a friendly member of Communicare staff may wish to talk to you more about your problem either in person or by telephone.  
We will be glad to hear about what you like or what you dislike here at Communicare and will do our best to make your problem better.

 

Support for Young People

At Communicare we want all children and young people to feel empowered to share their opinion and provide their feedback. We would love to hear from you!

We understand that sometimes it is difficult or daunting to provide your feedback, so we have tried to make it as easy as possible.
Feedback allows us to help and support you, by improving our services so that you can be your best and reach your full potential.

There are many different ways to contact us:

Face to Face

  • Tell a member of Communicare staff or the receptionist that you would like to make a complaint 

Online  Telephone
  • Call us on 9251 5777
Written
  • Send us a letter using this address: Feedback Liaison PO Box 730 Cannington, WA 6987



What should I say?

  • Who your feedback or complaint is about
  • What happened (try to include the date, time and who was involved)
  • How it made you and others involved feel
  • If anyone was around to witness the incident
  • Any evidence you may have
  • What you would like to happen next
     


What happens after I complain?

  • Normally the manager of the service you are involved in will try to work things out for you. If you feel uncomfortable with this or would prefer someone else, that’s ok
  • A staff member will contact you and ask you more about your experience. We will try to find the best and quickest solution for you but sometimes we need to speak to other people involved, check records and figure out what happened 
  • We will let you know the what we found out and what we are going to do about it after we have checked everything 
  • We can keep you informed about the progress of your complaint via email, telephone or in person. If you don’t want to remain informed, that’s alright.


 

Support for Indigenous People or Torres Strait Islanders

Communicare is an organisation committed to cultural and linguistic diversity. We embrace the spirit of Reconciliation between Aboriginal and non-Aboriginal Western Australians. Our organisation acknowledges and respects Indigenous people and communities and recognise the importance of Aboriginal lore, cultural beliefs and traditions.

We are committed to dealing with every complaint fairly, politely and respectfully and strive to work towards an appropriate outcome. 

In some instances, if the English language is a barrier for you we are committed to providing interpretation services to assist with advocacy and support in seeking resolution of your complaint. 

If you would like, you can talk to our Aboriginal Engagement Partner as a first option.

Ways to lodge a complaint:

Face to Face

  • Tell a member of Communicare staff or the receptionist that you would like to make a complaint 

Online 

Telephone

  • Call us on 9251 5777
  • Call and ask to speak with our Aboriginal Engagement Partner.

Written

  • Send us a letter using this address: Feedback Liaison PO Box 730 Cannington, WA 6987

 

Support for speakers of other languages

As an organisation that supports cultural and linguistic diversity we recognise that sometimes the English language may be a barrier for some people.



Interpreters

If the English language is a barrier for you in providing feedback or a complaint you can request an interpreter. 

For Aboriginal and Torres Strait Islanders we can organise an Aboriginal Interpreter for you through Aboriginal Interpreting WA