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The Department of Industry and Resources (DoIR) is committed to providing high quality services that meet our customers’ needs. DoIR respects our customers’ right to complain if they are not happy with the services we provide, or the way in which they are provided. We also welcome compliments and suggestions.
Why we need to know
Your complaints and feedback are important as they help improve our services as well as telling us what we are doing well. If you are unable to lodge the complaint, you may nominate someone to act on your behalf.
How can I lodge a complaint or provide other feedback?
- For website feedback only, please use the Website Feedback Form below
- To lodge all other DoIR feedback, please use the Feedback and Complaints Form
- To lodge a feedback or complaint by mail, simply print out the Hardcopy Feedback Form, provide full details and forward it to the Customer Feedback Coordinator, Department of Industry and Resources, Mineral House, 100 Plain Street, East Perth 6004.
- Lodge your feedback or complaint in person, using our Internet facility, at any DoIR Office. Alternatively, you may wish to have a form completed on your behalf, or
- Call the Customer Feedback Coordinator on 1800 644 911 (a free call within Western Australia)
What information is needed
A simple statement telling us the nature of the service/conduct is all that is required. Should further information be required, DoIR will contact you.
What will happen then?
Your submission is recorded and investigation process begins.
When should I receive a reply?
We give feedback and complaints a high priority. Within seven days you will be sent an acknowledgement of your feedback or complaint. Your feedback or complaint will be investigated and you will be advised, in writing, of the outcome.
What if I do not receive a reply?
If you do not receive any reply within seven days of lodging your feedback or complaint, please contact the Customer Feedback Coordinator on 1800 644 911. The Coordinator will immediately follow up on the matter.
What if I do not receive a satisfactory reply?
If you feel the reply is unsatisfactory, you may take the matter up with the Department. If after further discussion you remain dissatisfied, you may contact the Western Australian Ombudsman.
