Last reviewed: 04 August 2026
1.0 Scope
This procedure is applicable to all external formal complaints submitted by members of the public in relation to RSPCA WA’s activities or services.
2.0 Purpose
This procedure aims to:
- outline the process for resolving formal complaints made by the public to RSPCA WA;
- ensure that formal complaints are dealt with in a consistent and impartial manner;
- establish the standards that members of the public can expect from RSPCA WA in response to a formal complaint.
3.0 Procedure
RSPCA WA encourages members of the public to raise their concerns directly with a relevant staff member, where possible. In most cases, complaints can be resolved by discussing issues directly with the appropriate staff.
If the issues cannot be resolved through discussions with staff, members of the public are able to submit a formal complaint in writing to RSPCA WA.
3.1 Submitting a formal complaint to RSPCA WA
Formal complaints must be submitted in writing to the Complaints Officer at RSPCA WA.
This enables a due process to take place in line with this procedure and ensures that complaints are properly recorded and investigated.
This Complaints Form is to be completed and sent to:
Complaints Officer
By email: complaints.officer@rspcawa.org.au
By post: PO BOX 3147, Malaga WA, 6944
3.2 Processing and responding to a formal complaint
- A receipt is provided to the complaint as soon as the complaint is received
- The complaint will be provided to the relevant manager for investigation and response
- A formal response letter, approved by the CEO, will then be sent to the complainant within 20 business days from receipt date
- At this stage, if not satisfied with the resolution proposed by the relevant manager, the complainant can request to reopen the investigation and escalate it to the CEO
- If and once the complaint is escalated, the complainant will be given a response from the CEO within 10 business days.
- It must be noted that, at any stage, the CEO has the discretion to extend the timeframe of the investigation if deemed necessary.
3.3 Limitations on formal complaints about Inspectorate activities
RSPCA WA Inspectors have the statutory function of enforcing the AWA. They are provided with a broad range of powers to investigate potential breaches of, and ensure compliance with, the AWA.
Complainants can direct their concerns to RSPCA WA about matters which relate to inspectors’ activities. However, there are some complaints that are not covered as part of this procedure.
RSPCA WA will not deal with or respond to any type of complaints relating to inspectorate matters which:
- are currently under investigation;
- are currently the subject of a prosecution;
- have been the subject of a prosecution;
- were or may be raised during any court proceedings.
If the matter in the complaint is covered by this procedure, and after receiving the response letter the Complainant remains dissatisfied, the Complainant has the option to refer Inspectorate matters to:
Department of Primary Industries and Regional Development (DPIRD)
By email: complaint@dpird.wa.gov.au
By post: Locked Bag 4, Bentley Delivery Centre WA 6983
If the Complainant is still not satisfied with the process administered by DPIRD in relation to Inspectorate matters, the issue can be referred to:
Ombudsman WA
08 9220 7555 or 1800 117 000
4.0 Confidentiality and nature of complaints
Information about a formal complaint is only provided to those staff who need to be informed about it in order for the complaint to be investigated properly.
Any outcomes of internal actions taken by RSPCA WA in relation to formal complaints will not be disclosed to members of the public, including Complainants.
Complaints which are determined by the Complaints Officer to be of a serious nature may be managed in accordance with other applicable RSPCA WA Policies and Procedures.
Complaints that are proven, as a result of an internal investigation, to be false, vexatious or intentionally misleading, are taken very seriously and RSPCA WA reserves the right to engage other supporting officers or relevant authorities to assist in managing, investigating and responding to such complaints.
5.0 Definitions
- Formal Complaint: a way of expressing one’s dissatisfaction on services provided by RSPCA WA. A formal complaint must be submitted in writing to RSPCA WA.
Complaint a member of the public who has submitted a formal complaint to RSPCA WA. - Complaints Officer: an employee of RSPCA WA appointed as the person to manage formal complaints in accordance with this procedure.
AWA Animal Welfare Act 2002. - DPIRD: Department of Primary Industries and Regional Development.
- Ombudsman WA: an independent officer of Parliament with responsibility to investigate the actions of public authorities, including RSPCA WA Inspectors.