Corrective Services is an internal body within the WA Department of Justice and is responsible for adult prisons, youth detention, and community correction services within Western Australia. It looks into complaints from prisoners and the public about issues such as prison conditions, treatment in custody, and staff conduct.
Complaints are managed through a dedicated online service called ACCESS.
What types of complaints can you make?
You can submit a complaint about:
Living conditions and basic needs:
- Unsafe or dirty accommodation.
- Inadequate bedding, clothing, hygiene items or toilets.
- Inadequate food or drinking water.
Day-to day treatment:
- Lack of fresh air or time out of cell.
- Barriers to ordinary religious or spiritual practice.
- Unfairly restricting access to work, education, rehabilitation, or other prison services.
Health care and wellbeing:
- Inadequate or delayed medical care.
- Neglect of mental health needs.
- Lack of access to dental or other health services.
Contact with family, lawyers, and officials:
- Interference with family visits or phone calls.
- Denied or delayed access to lawyers, consulates, or other officials.
- Problems sending or receiving mail.
Access to information, legal resources, and language support:
- Denied access to legal materials and prison records.
- Denied access to writing materials.
- Unable to access important prison information because appropriate language support was not provided.
Property and Money:
- Mishandling of your property or money.
- Paying or recording gratuities incorrectly.
Staff Behaviour and Misconduct:
- Abusive or discriminatory behaviour.
- Improper searches or restraint.
- Unsafe separate confinement.
- Intimidation or retaliation after complaining.
The ACCESS service cannot handle complaints about:
- Freedom of Information Requests.
- Workplace grievances from employees of Corrective Services.
Note: Complaints received about staff misconduct that fall outside of ACCESS matters may be forwarded to another area within Corrective Services for further assessment.
Jurisdiction: Corrective Services handles complaints about adult prisons, youth detention, and community correction services within Western Australia.
Time limits: There is no specified time limit for making a complaint, but victims are encouraged to make complaints as soon as possible.
Discretion: Corrective Services may decline to investigate where information is insufficient, the matter is outside its area of responsibility, or if the complaint is considered minor or unsupported. You will be notified you in writing if this occurs.
Who can you make a complaint against?
You can make a complaint against:
- An officer or staff member of an adult prison, youth detention centre, or community-based corrective service about their conduct.
- The management of a prison, youth detention centre or community-based corrective service about issues with the services provided.
- A department within Corrective Services responsible for a particular decision, process or response. (ACCESS will re-route the complaint to the relevant area.)
- Custodial and transport services contracted by Corrective Services.
Are you eligible to make a complaint?
Anyone can make a complaint using ACCESS including prisoners, offenders, and the general public.
Where necessary, you may make a complaint on someone else's behalf if you have a connection to the matter, such as a family member, carer or support person.
What can this body do to help?
Corrective Services may:
- Forward your complaint to another area within the Department for further assessment.
- Provide you with an explanation or communication addressing your complaint.
- Facilitate a discussion between you and the person named in the complaint to resolve the matter.
- Consider corrective action.
- Improve internal processes as a direct result of your complaint.
Complaints submitted through ACCESS will not result in:
- Disciplinary sanctions.
How to prepare your complaint:
When making a complaint include as much clear information as possible.
Personal details: Include your name and contact information. If you are a prisoner or detainee, please include your identification number where applicable.
The person named in the complaint: Where applicable include their name, any identification number, prison or detention centre, and role.
What happened:
- Date and time of the incident.
- Location of the incident.
- Names of all officers or employees involved.
- Details of any witnesses (include whether there were cameras in the location).
- Impact of the incident or problem.
- Any steps you have already taken to try to resolve the issue.
- What you would like to see happen.
Evidence: Include any supporting documentation you have.
What NOT to include: Do not include any false or misleading statements.
Lodging your complaint and next steps:
You can submit your complaint using the online form, email, or by phone.
- ACCESS Online Form: Submit Complaint
or Feedback to Corrective Services
- Phone: 1 300 306 922 (toll free from the prisoner phone system). Monday to Friday between 9.30am to 11.30am or 1.30pm to 3.30pm.
What happens next: You will receive a receipt confirming your complaint has been received. Next steps will vary depend on the issues raised.
Other things to know: If you are unsure whether ACCESS is the right place to make your complaint, you can call the ACCESS team at the number provided for advice before submitting it.
More information:
Refer to the factsheet provided below for more information.
