Feedback, compliments and complaints

We want to hear what you have to say about our services. Your feedback will let us know what is important to you, as we continuously try to improve our services.

The Department of Creative Industries, Tourism and Sport (CITS) values the feedback you provide and is committed to effective complaint handling.

Making complaints can be hard, but it is important to speak up if you feel you have been treated unfairly, and especially if you do not feel safe.

All feedback and complaints will be taken seriously, and we will do everything within our ability to resolve them.

You can provide feedback, complaints and suggestions using the form below or by calling us on 61 8 6552 7300.

Policies and procedures

Customer Service Charter

Jun 14, 2022, 15:35 PM
Title : Customer Service Charter
Introduction : Standards to ensure we are customer focused and accountable.
Select a publication type : Guide

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.
Tags :
  • complaint
Categories :
  • The department
Related local governments
Related pages :

Complaints process

  1. We will contact you within 10 working days (or 3 working days for children and young people) to let you know how we are handling your complaint and request any further information that we require.
  2. We may need to do more investigation, and our staff will ask if you would like regular updates while we do this. If you don’t want regular updates, that's okay.
  3. We will try to resolve the matter within 60 working days (or 15 working days for children and young people).
  4. When we have an outcome, we will contact you to explain what happened.
  5. If you are not happy with the outcome of your complaint, you can contact the Ombudsman’s office. Information about this will be provided to you.

Your feedback

From 1 July 2025, the Department of Creative Industries, Tourism and Sport (CITS) replaced the Department of Local Government, Sport and Cultural Industries (DLGSC).

Feedback about local government or racing, gaming and liquor can be made to Department of Local Government, Industry Regulation and Safety (formerly Department of Energy, Mines, Industry Regulation and Safety).

*required field
Do not check this box if you are a human.

What type of feedback would you like to provide?*
Has this feedback been provided to the department before?*

Tell us what happened with as much detail as possible, including when it happened, where it happened and who was involved.

Supporting documents

This field is required

Upload any documents that support your complaint or compliment.

Add another

Your details

Do you wish to remain anonymous?
Would you like to be notified of any outcome you have requested?

Please note: if you want to remain anonymous, your complaint, compliment or suggestion will be treated as feedback only. Although we won't be able to respond to your concerns, anonymous feedback can provide us with useful information that can lead to service improvements.

Is this feedback being submitted on behalf of someone else?*
Please note: if you are representing someone, we may need to confirm your authority to act for that person.

Demographics

Does the person affected by the issue identify as belonging to any of these groups?

Does the person affected by the issue, require an interpreter or any other assistance to provide feedback or communicate with us?

Reportable Conduct Scheme

If you have formed a belief on reasonable grounds that someone who works or volunteers at CITS, or is a contractor engaged to undertake child related work, has or may have engaged in reportable conduct at work or outside of work, you are encouraged to notify CITS as soon as practicable.

Translation services

NIS-symbolIf you require an interpreter, please contact the Translating and Interpreting Service on 131 450 and ask for a connection to the relevant telephone number.

Translating and interpreting

Speak and listen (SSR)

1300 555 727 – relay relevant telephone number

Online

Visit the National Relay Service

Internet relay calls

Captioned relay calls

TTY/Voice

133 677 – relay relevant telephone number

More information

140 William Street Perth

Boorloo / Perth

Gordon Stephenson House
140 William Street
2nd Floor Reception Perth, WA 6000

Main reception is on level 2. Public entry from William Street.

PO Box 8349
Perth Business Centre WA 6849
Telephone 61 8 6552 7300

Leederville office

246 Vincent Street, Leederville WA 6007
PO Box 8349 Perth Business Centre WA 6849
Telephone 61 8 6552 7300
Page reviewed 24 July 2025
Was this information helpful?
Do not check this box if you are a human.

Do not submit enquiries with this form.