Making a privacy complaint

Please provide sufficient information to enable us to understand the nature of your privacy complaint and the remedy you are seeking. You may also attach documents to support your complaint.

Matters you should address include:

• What happened, and how did it affect you (or anyone else)?
• When did it happen, or when did you first become aware of it?
• Where did it happen (for example, which location, service, or channel)?
• Who was involved (for example, DTMI staff, a contractor, or another organisation)?
• If known, which privacy obligation(s), do you think may have been breached?
• How do you think your personal information was mishandled?
• What outcome are you seeking (for example, an explanation, correction, apology, or other action)?

We collect and use the personal information you provide to assess and respond to your privacy complaint, and to help us resolve the matter. We will treat your information confidentially and will only share it with people who are involved in resolving your complaint, or who need to respond to relevant enquiries as part of the assessment process, unless we are otherwise required or authorised by law.

You can request access to, or correction of, your personal information by emailing foi@transport.wa.gov.au. For more information, please refer to our Privacy Policy.

While we accept anonymous complaints, if we do not know your identity, it may not be possible for us to properly investigate or respond to your complaint.

You can ask someone else to make a privacy complaint on your behalf. This person is called your authorised representative.

They can help prepare and lodge your complaint and speak with us about it, but you need to give them permission to act for you.

Making a complaint on behalf of more than one person

If the same privacy issue has affected more than one person, one of you can make a complaint on behalf of the group.

If you do this, please:

• make it clear you are speaking for others
• outline who is affected

We may contact others involved if we need more information.

Making a complaint on behalf of a child

If you are a parent or legal guardian, you can make a privacy complaint on behalf of your child.

We may ask you to confirm:

• your identity
• your relationship to the child (for example, guardianship)

In some cases, another person may act on the child’s behalf if:

• the child agrees (where appropriate), or
• they have a relevant role or interest in the matter

Making a complaint on behalf of someone with a disability

If someone cannot make a privacy complaint themselves due to a disability, you can do this for them.

You may be able to act on their behalf if you are:

• someone they have chosen
• their legally appointed guardian
• a close family member or partner
• another person with a genuine interest in the matter

We may ask you to provide information to confirm your authority.

To appoint an authorised representative, provide a short statement or letter.

For example:

“I give permission for [name] to act as my authorised representative for my privacy complaint.

I understand that DTMI may share my personal information with them to manage my complaint.

I agree that DTMI can communicate directly with them about this matter.”

Please make sure the statement:

• is signed and dated by you and your representative
• includes your representative’s contact details (name, email, phone, address)
• is supported by proof of your identity (for example, an ID showing your signature)

If you have provided your contact details, we will promptly acknowledge your privacy complaint once we have recorded it. We will then assess whether your complaint suggests a breach of our privacy obligations and identify the personal information involved. We may need to contact you to clarify aspects of your complaint.

We will then conduct a confidential and impartial investigation into the reported privacy issue, consulting with relevant people in our business to understand what occurred.

We will provide you with a written response that outlines what we found and any actions we have taken to address the issue.

We will acknowledge your privacy complaint within 5 business days of receiving it.

We aim to let you know the outcome within 30 business days. If we need more time, we will contact you within the 30 business days to provide an update on progress and expected timeframes.