about westcasa

Complaints

What if I am unhappy with the Service from WestCASA?

Your rights if you make a complaint

  • You have the right to continue receiving counselling and support free of judgement or repercussions
  • You have the right to have all outcomes regarding the complaint communicated to you
  • If you have a disability, WestCASA will provide you with a Public Advocate through the Victorian Office of the Public Advocate at your request
  • If you are Aboriginal or Torres strait Islander, you have the right to a cultural representative or support person present at your request
  • You have the right to a support person present at your request

Complaints Procedure

Step One

In the first instance, you are encouraged to discuss any concerns or complaints you may have directly with your Counsellor/Advocate. You may do so either in your scheduled appointment or you may call and make a time to meet with your Counsellor/Advocate.

The Counsellor/Advocate will try to resolve the situation. If you are dissatisfied with your Counsellor/Advocate’s response or you do not feel comfortable completing step one you should complete step two.

Step Two

You are encouraged to speak to the Clinical Services Manager of WestCASA who may ask you to put your complaint in writing. She will seek to resolve your complaint within seven (7) days. The Clinical Services Manager may contact you to schedule a meeting or to discuss the issue over the phone. The Clinical Services Manager will do their utmost to resolve the complaint. The Clinical Services Manager will contact you with the resolution reached. If you are dissatisfied with the Clinical Services Manager’s response or you do not feel comfortable completing step two you should complete step three.

Step Three

You are encouraged to forward your complaint in writing to the Chief Executive Officer who will investigate the matter. The Chief Executive Officer may contact you to schedule a meeting to discuss your concerns. The Chief Executive Officer will do their utmost to resolve the complaint. The Chief Executive Officer will contact you with the resolution reached.

Please forward your written complaint to:

Chief Executive Officer, WestCASA,   236 Hoppers Lane, Werribee, VIC 3030.

If you remain dissatisfied with the resolution you may contact the Health Services Commissioner and/or the Regional Director of the Department of Human Services.

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