MSC welcomes your information and feedback on all aspects of our work and in particular how we deliver our services. We continually seek to improve our services and practices to make sure we are serving our clients, communities and consumers the best we can. All ideas and suggestions are welcome. Your feedback is a valuable part of our commitment to continuous improvement.
We are committed to providing high quality services to all those who access our programs and services including the client, their families and carers. Their rights and interests are the cornerstone of our service delivery. Consumers have a right to complain about the service they are receiving without fear of retribution and can expect complaints to be dealt with confidentially, fairly and promptly. If you have a concern about the way you’ve been treated or are unhappy about the services received for any reason you are encouraged to make a complaint. We will investigate it promptly and resolve it in a fair, accountable and transparent manner.
Information on the complaint’s procedure is provided and explained to all consumers at the commencement of their services with MSCWA and when their ongoing service entitlements are reviewed.
Person/s affected by a complaint will be provided with full details of the complaint received and given the opportunity respond before a final decision is made by MSCWA with regards to the resolving the issue/complaint.
Feedback can be provided using the form on our Contact Us page. Feedback can also be provided via firstname.lastname@example.org, phone or post.
If you have a more serious concern and would like to make a formal complaint, please refer to the following.
Consumers have the right to use an advocate of their choice to provide feedback or raise issues with MSCWA. This may be a family member or friend, or your choice of advocacy service. Some adv:
- Advocare: 9479 7566
- Aged Care Complaints Commissioner: 1800 550 552
- Elder Abuse Helpline: 1300 724 679
- Ethnic Disability Advocacy centre: 9388 7455
- People with Disabilities WA: 9485 8900
Audio Messages in English and Community Languages:
All of the above will be provided in languages other than English, on request. We will also provide cost-free access to interpreters and alternative communication formats should this be required.