Complaints and Resolution
Our service welcomes all feedback including complaints.
If you have any feedback or would like to make a complaint about anything relating to the Companion Card Program WA, please contact us:
By Telephone (Free call)
1800 617 337
Companion Card Program
Reply Paid 184
Northbridge WA 6865
(no postage fee is required)
If you have a complaint about your Companion Card not being recognised or if you have a problem with access or unfair treatment at venues/activities, you should talk first to the manager or owner of the organisation/affiliate.
If you are still not satisfied, please contact the Companion Card Program WA by phone, email or in writing, in one of the ways listed above.
We want to know about what we are doing well and what we need to improve.
Your views are very important to us:
- We will handle your complaint fairly and as quickly as possible and you will not be disadvantaged in any way because you have made a complaint. You have a right to complain and this is something we take very seriously.
- You can make the complaint yourself or family members, friends or someone else can make the complaint on your behalf but we cannot speak to anyone about your application unless you give us permission.
- Some complaints can be sorted out very quickly but others take more time. We will let you know what we are doing about your complaint and how long it will take. We will give you the name and contact number for the person who is managing your complaint.
- We will keep information confidential as far as possible and will only discuss the complaint with people who need to know about it. Some serious complaints might have to be discussed with another service, for example the police or another government organisation. You can have an advocate to manage the complaint for you and speak on your behalf.
- If you do not know anyone suitable, we can help you find someone that you are comfortable with.
- We will make sure the reasons for any decisions that are made to be explained to you or your advocate.
- If you were not approved for a card you are still able to contact the Companion Card Program to speak to an assessor regarding the reasons for the decision.
- If you would like to appeal, please send the appeal letter to Companion Card Program, External Appeal Committee, Reply Paid 184, Northbridge WA 6865.
- It is important that all people are treated with respect. Bullying or insulting behaviour, including verbal and non-verbal aggression, abusive, threatening or derogatory language or intimidation is unacceptable.