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Purpose

The mission of the Department of Local Government Sport and Cultural Industries (DLGSC) is to enable dynamic and inclusive communities and it does this by supporting the WA economy through effective regulation and the facilitation of outstanding sporting and cultural experiences and opportunities.

Our customer service standards

Our staff will:

• identify themselves
• listen carefully to what you have to say
• be helpful, polite and courteous
• follow through on commitments
• provide clear and concise information and advice
• value and encourage your feedback.

Our information will be:

• easy to access, including in other formats if requested
• accurate and consistent
• relevant and practical.

Our actions will:                                    

• be fair and impartial
• be completed within a specified timeframe
• take your individual needs into consideration.

How you can help us

To enable DLGSC to ensure a high standard of service, we ask our customers to:

• provide us with timely, accurate and relevant information
• treat our staff with respect and courtesy
• provide us with your contact details and advise us if they change
• advise our staff if you need extra support or assistance when dealing with us
• provide constructive feedback so we can deliver better services.

DLGSC has a responsibility to provide staff with a safe working environment and therefore does not accept:

• any abuse or discrimination, whether written or verbal
• threatening behaviour or intimidation
• serious or persistent harassment
• any behaviour that causes anyone to feel intimidated, threatened, frightened or physically at risk.

If a customer displays any of the above behaviours when dealing with DLGSC, we may immediately cease interactions with them, and we reserve the right to set limits or conditions on how they may engage with us in the future.

Feedback

We value feedback and encourage you to help us improve our products and services by:

• complimenting us on what we do well
• offering suggestions on what we might do differently.

Making a complaint about DLGSC

We want to know if a product or service does not meet your expectations. If you are dissatisfied with DLGSC staff, products or services you may make a complaint to us. In most cases, we can only accept a complaint from the affected person. If you are unable to act for yourself, we may accept a complaint from a representative. We may ask for written confirmation from you that you are happy for the representative to act on your behalf.

DLGSC acknowledges that children and young people are a legitimate complainant and the safety and wellbeing of children and young people are paramount. Complaints from children and young people may be made in person and through a support person.

Before you make a complaint, we ask that you first try to resolve the matter with the relevant staff member or division.

Once we receive your complaint, we:

• acknowledge receipt of the complaint
• handle your concern in a confidential manner
• consider your complaint carefully
• keep you informed on the progress of your complaint
• provide you with reasons for any decisions made
• use your complaint to help us improve our products and services.