Complaints Procedure

We want our service to meet your expectations. If you have a concern, complaint or feedback about any aspect of our service, we want to know the details. This will assist us to identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide here at Castlegate Family Dental Care. 
 
We will deal with complaints promptly and courteously. We aim to resolve any matter as quickly as possible. 

Making a complaint

If you wish to make a complaint or simply give us feedback, please contact Jane Veness, our Practice Manager:
  1. By telephone on 08 9309 5011
  2. By email at pm@castlegatedental.com
  3. By letter to Jane Veness, Castlegate Family Dental Care, Unit 7, 3 Castlegate Way, Woodvale, Perth, W.A, 6026
  4. In person
 
You may find it more convenient to make an appointment with the Practice Manager to discuss any concerns.
 
If you contact the Practice to make a complaint and the Practice Manager is not available, we will arrange a convenient time for them to contact you. We will ask you for brief details of your complaint so that the Practice Manager can gather any useful information before contacting you. 
 
If the matter requires a more immediate response, we will arrange for a senior member of the dental team to assist you.
 
If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not want this.
 
We acknowledge all complaints in writing normally within 3 working days.

Investigating a complaint

We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.
 
We will investigate your complaint promptly, usually within 10 working days or, if the issue is complex, within 6 months; and, as far as reasonably practicable, will let you know how our investigation is progressing. 
 
When we have completed our investigation, we will provide you with a full written letter, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed. 

Records

We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation. We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.
 
If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.
 
AHPRA 1300 419 495
Policy October 2019
Revision October 2020
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