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.

Complaints Procedure

Step One

Discuss any concerns or complaints you may have directly with your Counsellor/Advocate. The Counsellor/Advocate will try to resolve the situation. If you are dissatisfied with the response or you do not feel comfortable completing set one you should complete step two.

Step Two

Forward your complaint in writing to the Executive Officer of WestCASA who will seek to resolve your complaint within seven days. The Executive Officer may contact you to schedule a meeting or to discuss the issue over the phone. The Executive Officer will do their utmost to resolve the complaint, and will contact you with the resolution reached. If you are dissatisfied wit the Executive Officer’s response or you do not feel comfortable completing step two you should complete step three.

Step Three

Forward your complaint in writing to the Board of Governance who will investigate the matter at the next scheduled Board of Governance meeting. The Board of Governance will do their utmost to resolve the complaint, and will contact you with the resolution reached.

Please forward your complaint to:
WestCASA Board of Governance, Level 2, 236 Hoppers Lane Werribee Vic 3011

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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