INFORMATION KIT
Procedures for ETSSC Clients and Customers making complaints

Decide whether the problem you are having is a query, a concern or a complaint. This will help in finding a solution.

Stay calm. Being calm will help to get your concerns across more clearly than if you are upset or angry.

Be courteous and cooperative at all times.

At all stages, staff will work with you to resolve your problem within an acceptable timeframe.

LOCAL/BRANCH LEVEL RESOLUTION

Step 1: Raising a query, concern or complaint with staff member

Contact the relevant staff member to discuss your query, concern or complaint. This is best done by sending an email to the relevant business area or making a phone call. The staff will work with you to resolve the problem.

Step 2: Reviewing/investigating at the team leader/manager level

Contact the team leader/manager who will work with you and the staff member to resolve the problem. The team leader/manager will advise you of actions to be taken and the timeframe involved.

Step 3: Reviewing/investigating at the branch manager level

Contact the branch manager who will investigate the issue and identify what action is to be taken towards the resolution of your problem. He/she will also advise you of the time frame required for the resolution of your problem.
 

Step 4: Reviewing/investigating at the Directors level

You can contact the relevant Director who will investigate the issue and advise you of the actions to be taken and the time frame involved.

CENTRAL/ETSSC LEVEL RESOLUTION

Step 5: FORMAL COMPLAINTS

In those exceptional circumstances where a complaint could not be resolved using local level avenues, the complaint should be forwarded to:
Email: ETSSC.Feedback@det.wa.edu.au
Phone: 08 9264 8658
Fax: 08 9264 8465
Mail: GPO Box 2622 East Perth WA 6892
In person: Deliver to reception, Monday – Friday 8.30am – 4.30pm
Level 6, 8 Bennett Street, East Perth