Feedback and complaints can be addressed to the Office of the Director General. Complaints can be lodged by:
Phone: +61 8 6552 7300
Toll Free (Country WA Callers Only): 1800 199 090
In person:
Gordon Stephenson House
140 William Street
Perth, Western Australia.
for the following organisations:
- Department of Culture and the Arts
- ScreenWest
- Perth Theatre Trust
Please note: The main reception is on Level 2, which can be accessed via lifts in the Murray Street retail mall.
Complaints can be made in person at the reception of the appropriate building in the Perth Cultural Centre for the following organisations:
- Art Gallery of Western Australia
- State Library of Western Australia
- State Records Office
- WA Museum (please note - complaints at other Museums that form part of the portfolio can be made directly at these alternative sites).
If you would like to make a complaint in writing, please use the attached form and return via one of the channels listed below:
Post: PO Box 8349, Perth Business Centre WA 6849
Fax: +61 8 6552 7301
Email: corporate.affairs@dca.wa.gov.au
Interpreting Assistance
If you have any difficulty understanding English and require assistance you can either
- Telephone the Translating and Interpreting Service on 13 14 50 during business hours (9am-5pm, Monday to Friday) for the cost of a local call.
- Visit the Western Australian Government Complaints Information Site where translated information about making a complaint regarding a government service is available.
Principles of Complaints Management
The whole of government complaints management policy is based on the principles of respect, fairness and access to assistance.
Complaints regarding discrimination should be made to the Human Rights and Equal Opportunities Commission.
Please visit the Western Australian Government Complaints Information Site for further details.
What You Need to Remember When Making a Complaint
When making a complaint, make a note of the date and name the person you spoke to and what they agreed to do.
Make sure you keep a copy of any correspondence you send. Remember a copy of your correspondence may be given to the person you are complaining about, so think carefully about the wording of your letter.
It is important that you provide the agency with as much information about your complaint as possible, as quickly as possible.
If you don't think that your complaint has been handled well the first time, you can ask to have it looked at by a more senior officer.
Funding Complaints and Inquiries
It is a condition of submitting an application that you acknowledge acceptance of the system of assessment and the conditions of the relevant grant programs.
Therefore, complaints will only be considered where there is an alleged breach of the assessment process. If you believe that the proper assessment process has not been followed for your grant application, please discuss your concerns with the relevant Project Officer who will raise your concerns with appropriate DCA staff.
If you consider that your complaint has not been adequately addressed following discussions with the Project Officer, please address your complaint in writing to the Office of the Director General and post it to the general DCA mailing address. You will receive acknowledgement of your letter and a response to your complaint within 15 working days of DCA's receipt of your complaint.
