Compliments and complaints

There are a number of ways you can provide us with valuable feedback (PDF 410KB).

Talk to someone

• Talk to the staff caring for you or ask to speak to the person in charge.
• Contact our Patient Experience department on 9391 1153 or AKG_ConsumerLiaison@health.wa.gov.au. Monday to Friday, 8.30am – 4.30pm.

Share your story

• Complete a survey if you are asked to do one.
• Share your story on Care Opinion (external link) – an online platform where you can provide feedback about your experience, or the experience of someone you know, with one of our hospitals.
• Ask one of our staff to contact our Patient Experience department for you or ask for a feedback form.
• Complete an online feedback form (under 'Enquiry Category', select 'Compliment or complaint').
• Leave a note in one of our suggestion boxes.

Help us help you

• Ask staff if you need help with language, interpreting or accessibility.
• Become a Consumer Representative or Volunteer by emailing AKG_ConsumerLiaison@health.wa.gov.au.

To help us understand your feedback, please let us know:

• what occurred and when, with dates and times if possible and who was involved
• what you would like to happen as a result of sharing your feedback.

If you wish to be contacted about your feedback, please provide us with your contact details.

If you are unhappy with our service, please let us know.

• Our Patient Experience department will contact you to confirm your complaint has been received.
• Formal complaints will be investigated within 30 working days in accordance with the WA Health Complaints Management Policy 2020 (external site).
• You will be provided with contact details should you have any questions throughout the process and we will keep you informed if there are any delays with our investigation.
• You will be informed of the outcome of your complaint, by letter unless indicated otherwise. You will then have the opportunity to respond or ask for further information if you wish.
• If you are a patient, your complaint will not be included on your medical record. All information pertaining to your complaint is confidential and will only be discussed with those directly involved in the investigation.
• Making a complaint or providing your feedback will not impact on any future care or treatment.

If you require external advocacy and support with a complaint, you can contact the Health Consumers’ Council (external site):

Unit 6 Wellington Fair 40 Lord Street, East Perth WA 6004
Phone: 9221 3422
Freecall: 1800 620 780
Fax: 9221 5435

If you feel your concerns were not fully addressed by the health service, you have the option of contacting the Health and Disability Services Complaints Office (HaDSCO) (external site) who can assist with an independent review:

GPO Box B61, Perth WA 6838
Phone: 6551 7600
Fax: 6551 7630
Teletext phone: 6551 7640
Freecall: 1800 813 583
Email: mail@hadsco.wa.gov.au