CommunityWest recognises the importance of feedback and complaints as part of quality customer service. We are accountable for our actions and decisions. Customers and stakeholders have the right to provide feedback, complain and seek remedy for decisions that adversely affect them.
How to give us your feedback/complaint
We are committed to making it easy for our customers and stakeholders to give us feedback directly via email using the General feedback form or over the phone (08 9309 8180).
CommunityWest is committed to resolving customer and stakeholders complaints quickly and fairly, and we empower our people to resolve issues as they arise. We support the right of our customers and stakeholders to have their complaints heard and actioned appropriately. We believe that all customer feedback—both positive and negative—presents an opportunity for improvement.
All verbal or written complaints, serious or unresolved telephone complaints, and complaints referred by external agencies will be recorded in the Continuous Improvement Log and managed in accordance with CommunityWest’s complaints management procedure.
CommunityWest is committed to responding quickly and courteously to concerns raised by our customers and stakeholders. Our complaints management procedure sets out recommended response timeframes for complaintant.
CommunityWest is committed to ensuring complaints are dealt with fairly and objectively. All complaints are treated confidentially, and complainants do not suffer any reprisal from CommunityWest or its employees for making a complaint.
All complaints are assessed and recorded in our Continuous Improvement Log and objectively evaluated. An appropriate manager will investigate the issue and if necessary, complaints and/or complainants are referred to external agencies.
Anonymous feedback is welcome however, identifying details will assist to properly investigate and resolve a complaint
We are committed to providing timely and open feedback to complainants about their complaint:
- we will let complainants know the outcome of their complaint as soon as possible after a decision is made
- CommunityWest will always advise complainants about their rights
- customer feedback we receive will be used to improve our processes and customer service offering.
We routinely monitor the effectiveness of our complaints management system to ensure we meet our statutory, policy, and reporting requirements, as well as provide appropriate outcomes for our customers and stakeholders.
CommunityWest is customer focused, receptive to complaints, and welcomes customer and stakeholder feedback.
The Continuous Improvement Log is used as a case management system to record and track complaints to ensure timely and accurate responses, as well as a reporting tool to analyse complaint trends and outcomes.
When a complaint is justified, we will take appropriate remedies that are fair to both the complainant and CommunityWest. Our remedies aim to restore the complainant to the position they would have been in had the complaint not been necessary. We always endeavour to be consistent and where possible, we will try to resolve complaints at the outset.