Feedback

The feedback process

We are committed to providing a fit for purpose feedback mechanism to aid continuous improvement in the delivery of our services.

Our Feedback and Complaints Management Policy governs our feedback function, which includes compliments, complaints and suggestions. 

How feedback can be lodged 

You can provide feedback to us in a variety of ways. These include:

• online – via our Stakeholder Feedback Form
• via telephone
• in person
• in writing by email or post.

Negative feedback 

Step 1 – Speak with us to see if we can resolve your negative feedback informally.

If your negative feedback is about a matter we are handling, please speak to the Board staff member you have been dealing with first. It’s important to do this soon after the event you are concerned about.

If the staff member handling your matter (or their manager) can’t resolve your negative feedback informally then you may wish to lodge a complaint via our Stakeholder Feedback Form. Your complaint will then be managed in accordance with the provisions of our Feedback and Complaints Management Policy.

Please note:

• If you wish to lodge a complaint about the outcome of a complaint which you have made about a lawyer, please access The complaint process page.
• If you wish to lodge a complaint about a decision we have made regarding your complaint about a lawyer and you are also unhappy with our service during this process, we will work with you to identify which process fits best.

Timeframes for managing a complaint

While we commit to managing complaints in an efficient and effective manner, it may not be possible to resolve all complaints within the timeframes as stipulated above (for example, complex complaints, where there is the absence of relevant parties, or voluminous information to consider). In these instances, we will ensure that revised resolution timeframes are clearly communicated and that we keep relevant parties informed of progress.

Please ensure you submit your feedback in a timely manner. Complaints about a matter that occurred more than three months prior to receipt of the complaint will be considered if they identify an improvement opportunity, however we may not take any further action. We will manage historic concerns on a case-by-case basis.

Outcomes

Possible outcomes will depend on the circumstances, and may include:

• an apology
• provision of information
• referral to an appropriate avenue of support/further action
• technical/system assistance
• changes to Board policies, procedures or processes
• appropriate and proportionate performance or disciplinary action, where a complaint relates to an employee’s behaviour.

Important:

• We will not share personal details about individual staff members related to any performance or disciplinary action associated with this process.
• We cannot provide financial compensation in response to negative feedback.

Closing the feedback loop

You will receive a written response to all complaints, unless you have requested otherwise.

Right to review

We have a ‘one review’ provision if you are not satisfied with our response to a complaint. 

You may request a review of the outcome of your complaint. This request must be received in writing directly to our Feedback inbox (feedback@lpbwa.com).

You will need to provide an explanation about why you believe a review is required, as well as any further evidence if necessary. 

If the additional information you provide does not change the context or circumstance of the original complaint, you will receive a written response referring you back to the original decision. Any subsequent complaint about a matter that has already been reviewed will be acknowledged and filed with no further action taken.  

Other services

Ombudsman of Western Australia (the Ombudsman)

The Ombudsman investigates complaints about Western Australian public authorities, including statutory authorities. 

You may lodge a complaint with the Ombudsman if you are not satisfied with how your feedback has been dealt with by the Board.

Corruption and Crime Commission (CCC)

If you believe one of our staff members has engaged in serious misconduct, for example fraud or corruption, you can contact the Corruption and Crime Commission (CCC).