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Complaints are an important way for the management of a scheme member to be accountable to the public, as well as providing valuable prompts to review performance and the conduct of people that work within and for it.
A complaint is an “expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required” (as defined by the Australian/New Zealand Standard AS/NZS 10002:2014, Guidelines for complaint management in origanizations (as amended)).
An effective complaint handling system provides three key benefits:
|The public wants:||The agency needs:|
The intention of the Energy and Water Ombudsman Western Australia is that electricity, gas or water services providers resolve complaints directly in the first instance. The Western Australian Ombudsman has a series of Guidelines and Information Sheets which may assist service providers in the effective handling of complaints. Go to the WA Ombudsman website Publications - Guidelines and Information Sheets page.
If your require further information or assistance with any of our publications, contact the Publications Manager 08 9220 7588 or email