Feedback

MSC is committed to providing high quality services to all those who access our programs and services including the client, their families and carer. 

You have a right to complain about the services you are receiving from MSC without fear of retribution. If for any reason you have a concern about the way you’ve been treated, or are unhappy about the services received, we encourage you to make a complaint. 

We welcome your feedback on all aspects of our work and in particular how we deliver our services. All ideas and suggestions are welcome. Your feedback is a valuable part of our commitment to continuous improvement.

MSC will investigate your concerns promptly and resolve them confidentially, fairly and promptly.

To provide feedback, you can:

Use the Feedback Form, call on (08) 9328 2699, or send an email to qualityandcompliance@mscwa.com.au  

If you have a more serious concern and would like to make a formal complaint, please refer to the complaints procedure below and the MSC Consumer Rights & Responsibilities Charter,

Advocacy Services

Consumers have the right to use an advocate of their choice to provide feedback or raise issues with MSCWA. This may be a family member or friend, or your choice of advocacy service. Some advocacy services are:

• Advocare: Ph: 08 9479 7566 
• Elder Abuse phone line: 1800 353 374
• Older Persons Advocacy Network (OPAN) 1800 700 600
• Kin Disability Advocacy: 08 9388 7455
• People with Disabilities WA: 08 6243 6948

Complaints Procedure

As a Service User you have the right to lodge a complaint against the organisation without fear of retribution, if you are dissatisfied with the service received. MSCWA will attend to your complaint promptly and ensure that there is a fair process to address it.  The procedure is as follows:  

1. Outline your complaint on the Complaints Form. If you require assistance to complete the complaint form a staff member not associated with your issue of concern will assist you. 

 2. The Quality & Compliance Team will acknowledge the complaint in writing or by phone within 5 working days of receiving the complaint.  

3. A member of the Quality & Compliance team will investigate your complaint and will contact you to obtain more information if needed. If you are invited to a meeting, you have the right to bring a support person or advocate to the meeting. You will be kept informed of progress with the investigation and will be informed of the outcome when it is completed.

4. Any changes to MSC ’s procedures and practices arising from your complaint will be implemented as part of our continuous improvement process. 

5. If you are unhappy with the outcome of your complaint you have the right to escalate your complaint to an external organisation, such as the Ethnic Disability Advocacy Centre (EDAC), the Disability Services Commission (DSC), the National Disability Insurance Agency (NDIA), Advocare or the Health & Disability Service Complaints Office (HaDSCO).  

6. The investigation findings, recommendations and decisions will be recorded and reported to MSC ’s Executive Management.