Security and confidentiality
The information provided for enrolment records is stored securely in Landgate’s databases. The management of these databases is governed by State and Departmental policies to ensure security, privacy and confidentiality.
Customer feedback and complaints
We value your feedback as it helps us to understand what is important to you. Your insights help us to improve our products and services as well as telling us what we are doing well.
We realise that sometimes, despite our best efforts, you may not be satisfied with a product or the service that has been provided to you.
If you choose to register a complaint with us, we commit to:
- Working with you to understand your complaint and determine a mutually agreeable solution.
- Handle your complaint quickly, fairly and with sensitivity.
- Learn from your feedback/complaint so that we may improve our service to others.
Landgate’s feedback/complaints handling process, which is overseen by the Director of Customer Service, complies with guidelines from the Western Australian Ombudsman which focus on:
- equity and fairness.
- health and safety.
- managing and preventing unreasonable conduct.
How we handle your feedback
We will respond to and acknowledge receipt of your feedback within 24 hours and will inform you within 10 working days of a resolution or if further action or information is required.
Our staff have the authority and skills required to record and manage your feedback or complaint regardless of whether it relates to an incorrect order, a billing or technical issue or a standard enquiry.
Our process for handling complaints is reviewed regularly to ensure it is delivering efficient and effective outcomes. Where correspondence received by Landgate contains personal abuse, inflammatory statements or material clearly intended to intimidate, it will be returned to the sender and the issue will remain unresolved.
Public interest disclosures (PID) and allegations of misconduct and corruption are separately addressed, information regarding those items can be located on our Public Interest Disclosure page. If you feel the reply is unsatisfactory you may take the matter up with us again.
If after further discussion you remain dissatisfied, you have the option to refer the matter to the State Ombudsman, call Perth (08) 9220 7555, or for country areas 1800 117 000 - free call.