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Feedback and complaints

The Forest Products Commission recognises and promotes the rights of the community to be heard in relation to feedback – both positive and negative. This can help us understand how we can improve our practices and performance. Our complaints handling process is designed to be:

  • Accessible
  • Timely
  • Confidential (if required)
  • Open and accountable
  • Free of charge

Information regarding our complaint handling process can be provided in alternative formats upon request. 

Guiding principles

The guiding principles of ourcomplaints handling system are:

Core principles

Our commitment:

Be respectful Respond in a timely and professional manner. We  will seek to understand the complainant’s point of view and try to understand the underlying source for the concern or complaint.
Be inclusive and ensure equal opportunities Facilitate multiple avenues for providing feedback, which ensures all stakeholders have an opportunity to share their feedback whether positive or negative.
Manage expectations Ensure good communication early in the  process to ensure unrealistic expectations are not raised. We will provide feedback to the complainant in regards to the complaints process and likely timeframes.
Be transparent Ensure complainants are updated regularly through the complaints process and are provided with access to relevant information. Information will be provided so that you can understand the way in which your complaint will be dealt with.
Build and maintain trusting relationships Commit to building positive relations with our stakeholders through two way communication processes to handle positive and negative feedback in a proactive and constructive manner. We will encourage our stakeholders to provide feedback and submit complaints and respond to this in a timely and effective manner.

 

Definitions

  • A complaint is an expression of protest, objection or dissatisfaction with products, operations or services. It may originate from an individual or an organisation. Complaints or grievances may be associated with real or perceived issues.

  • A grievance is a form of complaint where the circumstance is regarded as unfair treatment or that hardship has been afflicted by the FPC.

  • A concern is any form of expression of worry, apprehension, or anxiety with regards to our products, operations, services, or the performance, behaviour and conduct of staff. A concern includes minor issues that can be easily resolved, for example, through providing information. Concerns may originate from an individual or an organisation. Concerns may escalate to complaints if they are not handled effectively.

  • A compliment is an expression of satisfaction with regards to our products, operations, services, or the performance, behaviour and conduct of staff. Compliments are a way of us knowing that we are delivering our services effectively and provides an opportunity to recognise quality service.

Making a complaint, concern, grievance or compliment

If you believe your issue can be resolved informally by talking to an FPC representative, visit or contact your local FPC office to discuss the issues and come to an agreement that both of you are happy with. 

If you would like to lodge a formal written feedback / complaint here are some options:

  • Complete and email our online feedback and complaints form.

  • Provide a letter about your feedback to your local FPC office.

  • Visit or phone your local FPC office and a FPC representative will complete and submit a feedback and complaints form on your behalf.

Supporting information

To clarify the issues raised, the FPC encourages that where possible complaints are made in writing. To support the complaint the following information should be included:

  • Name and contact details of complainant

  • Specific details and nature incident for which complaints are documented, including dates, times, names of FPC staff contacted.

  • Copies of supporting documents.

  • What has been done to try and address the issue and what is the expected or acceptable outcome.

You can request for all or part of the information to remain private

Complaint handling process

An overview of FPC’s complaints handling process is explained below and in the feedback\complaints handling flowchart.

Acknowledgement of complaint

Your feedback or complaint will be:

Acknowledged in writing as soon it is received.

  • Responded to within ten working days, however if we require more time you will be advised. 

  • Referred to another agency if it is outside the scope of FPC’s role. You will be advised of the referral.  

  • Assessed and investigated by an FPC officer. Additional consultation will be undertaken as necessary. 

  • Responded to once the investigation is completed and a letter outlining the resolution will be sent to you.

Internal review

If you are not satisfied that the issues raised have been resolved you can request an internal review.

External review

If your complaint has been reviewed internally by the FPC and remains unresolved then you may raise the matter with the Western Australian Ombudsman.

The Ombudsman is independent and impartial, and investigates complaints from individuals about State Government agencies, statutory authorities, local governments and public universities. The Ombudsman also has the authority to initiate an enquiry or investigation into any of these public bodies, even when no specific complaint has been received.

You can contact the Western Australian Ombudsman on (08) 9220 7555 or Freecall 1800 117 000.

A copy of FPC’s Complaints Handling Procedure can be provided upon request.

Continuous improvement

Your feedback on our complaints handling process is welcome at any time and can be made by contacting info@fpc.wa.gov.au.