Investor Presentaiton
Enquiries and complaints management
The department welcomes and values consumer enquiries and complaints. In
alignment with its values, these opportunities will be key to achieving outcomes,
including support for diversity and differences in views.
Enquiries and complaints can be received by phone, online, letter or in person
and clear instructions are provided on the department website to support
consumers to do so. Upon receipt, contacts are referred to either the appropriate
departmental business area for a response or progressed to the relevant health
service provider.
Consumer complaints received by a health service provider are required to be
managed in accordance with the WA Health Complaints Management Policy.
If the complaints are not able to be resolved, the Health and Disability Services
Complaints Office provides an independent avenue for consumers to progress
matters further. This option, along with comprehensive contact options are
communicated on the Department of Health website.
Responses to enquiries and complaints received from the public via the Office
of the Minister for Health are coordinated by the department. In 2022-23 the
department received 332 ministerial requests referencing complaints or issues
of concern requiring a response. Complaints were received from a variety of
sources, including members of the public, local government members, business
organisations and professionals.
Table 15: Ministerial complaints by allocated response area, 2021-22 to 2022-23
Response Area
Department of Health
Health service providers
State Health Incident Coordination Centre
Notes:
2022-23
(n=332)
68%
31%
1%
1. Where the ministerial is referred to more than one entity, the first referral entity is counted.
2. The State Health Incident Coordination Centre ceased to be operational in 2022-23.
< 82 >
Contents
About us
Significant issues Report on operations Agency performance Operational disclosures ⚫Key performance indicators
• Financial disclosures and compliance • AppendixView entire presentation