RFCS Victoria West are committed to seeking and receiving feedback and/or complaints about our services, systems, practices, procedures, products, and the complaint handling process.

We will address each complaint with integrity and in an equitable, objective, and unbiased manner.

Any concerns raised in feedback or complaints will be dealt with in a reasonable time frame and when appropriate, an explanation or apology will be offered.

People making complaints will be:

• provided with information about our complaint handling process and how to access the policy
• listened to, treated with respect by staff, and actively involved in the complaint process where possible and appropriate
• provided with reasons for our decision/s and any options for redress or review.

We will take all reasonable steps to ensure that people making complaints are not adversely affected because a complaint has been made by them or on their behalf.

We accept anonymous complaints if there is a compelling reason to do so and will carry out a confidential investigation of the issues raised where there is enough information provided.

We are committed to being accessible and responsive to all people who approach us with feedback or complaints. When people behave unreasonably in their dealings with us however, their conduct can significantly affect the progress and efficiency of our work. As a result, we will take proactive and decisive action to manage any conduct that negatively and unreasonably affects us and will support our staff to do the same in accordance with the complaints policy.

To access a copy of the complaints policy, please contact David Stafford: ceo@wswrcs.com.au

How to Lodge a Complaint

By Telephone:

By Email:

By Post: