We are committed to continuous improvement of services to our clients. The Association operates a suggestion box system for clients, staff and visitors to provide feedback on service delivery.

Suggestion forms in large print, audio and Braille formats are placed in central areas at each of our premises. These forms can be used by clients, staff and visitors. Forms can also be posted on request.

Completed forms should be placed in the adjacent suggestion boxes. Forms are collected on a fortnightly basis, and feedback is handled in a confidential manner. If a response to the feedback is required, it will be provided within 10 working days.

Feedback Line

The Association has a dedicated feedback line that our clients can use to provide service-related comments. Feedback, in the form of a recorded message, can be made at any time, anonymously if preferred.

Feedback Line: (08) 9311 8219

Complaints Process

We understand that as a client of the Association, there might be an occasion when you want to express a complaint or grievance about us without fear of retribution. We have developed a process to make this possible because we welcome any opportunity to improve our services.

How can you communicate your complaint?

You can let us know how you are feeling by:

Speaking to a person face-to-face
Telephone the main switchboard number (08) 9311 8202
Telephone the feedback line (08) 9311 8219
In print
In Braille
In electronic format to info@guidedogswa.com.au

How will your complaint be handled?

Our complaints process ensures that your complaint will be received without prejudice and will be treated promptly, fairly and in a positive way. When engaged in the complaints process, the Association expects its staff, volunteers and clients to: respect each others' dignity; be fair and courteous to each other; keep all matters confidential and give high priority to the complaint's resolution and remediation. You may involve another person as an advocate at any stage of our complaints process.

How does the complaints process work?

Throughout the complaints process, you may express your grievance in the format of your choice and we will respond in your preferred format.

Step One

In the first instance, it is best to communicate your grievance directly with the person concerned. In most cases, particularly with good will on all sides, such grievances can be immediately resolved.

Step Two

If Step One hasn't achieved a resolution, you may contact an Association Complaints Officer* to formally lodge your complaint. You may submit a record of your complaint or speak directly to a Complaints Officer who will record it onto a form. Your complaint will be referred to the Director concerned who will seek to resolve it. The Director will send you a formal response within 14 days of the lodgement date.

Step Three

If you are still not satisfied with the outcome you may refer the matter to the Chief Executive Officer, who will attempt to achieve a resolution. The Chief Executive Officer will send you a formal reply within 14 days of receiving your referred complaint.

Step Four

If you remain dissatisfied with the outcome, you may refer your complaint to the Board of the Association. The Board will make a decision about what further action is required.

Step Five

Lastly, if you do not accept the Board's decision it will inform you of other avenues you may pursue to achieve resolution. These may include the Office of Health Review under part 6 of the Disability Services Amendment Act (1999), or Advocacy Agencies such as People with Disabilities or the Citizens Advice Bureau mediation service. The Board may also choose to use an external mediator and will bear costs involved, to a specified amount. The Board will not pay for any legal costs.

Important Telephone Numbers

Main Switchboard Number: (08) 9311 8202
Feedback Line: (08) 9311 8219
Toll Free (for WA country callers) 1800 847 466

Complaints Officers

Director: Client Services
Director: Training, Employment and Information Services

For more information please read our Complaints Policy.