Collection Notice — Feedback, Enquiries and Complaints

Collection of personal information

Who we are and how to contact us 

The Department of Creative Industries, Tourism and Sport (CITS) is a department of the Government of Western Australia dedicated to championing, supporting and growing sectors and communities in the portfolios of Creative Industries, Tourism, Sport and Recreation and Multicultural Interests.  

For any queries relating to the handling of your personal information by CITS and your privacy rights, please contact privacy@cits.wa.gov.au or visit our privacy policy. 

Why we collect your personal information 

We collect personal information when you contact us with a complaint, feedback or a general enquiry. We use it to: 
  • record and triage your matter, and verify your identity and authority to act (if you are a representative) 
  • respond to enquiries, manage correspondence and keep you updated on progress and outcomes 
  • investigate complaints, seek further information, verify details about complaints, and take steps to resolve issues or refer you to the most appropriate area 
  • escalate matters where necessary (for example, to specialist teams or managers) and track timeframes and outcomes 
  • analyse de-identified trends to improve our programs, services and customer experience. 

We generally collect information directly from you via web forms, email, phone, mail or in person. In some cases we may receive limited information about your matter from another person you authorise, or from a partner organisation involved in the issue you raise so that we can understand and respond.  

Who we share your personal information with 

We share only what is reasonably necessary to handle your matter. Typical recipients include: 
  • other organisations or persons involved in the service or program you have contacted us about where it is reasonably necessary to assess, or verify details of your complaint  
  • other government bodies or regulators where it is necessary to address your matter, or where required or authorised by law
  • Ministerial offices if your enquiry or complaint is the subject of ministerial correspondence or parliamentary processes. We will share only what is reasonably necessary for that purpose. 

If your enquiry or complaint is more appropriately handled by another organisation, we will usually provide you with their contact details. With your agreement, we may transfer your enquiry to that organisation.  

If you don't provide your personal information 

If you want to remain anonymous, your complaint, compliment or suggestion will be treated as feedback only. Although we won't be able to respond to your concerns, anonymous feedback can provide us with useful information that can lead to service improvements. If you are acting for someone else and do not provide evidence of your authority, we may not be able to discuss or progress their matter with you. 

How you can access your personal information 

You may access or seek correction to your personal information pursuant to the Freedom of Information Act (FOI Act) subject to limitations set out in the FOI Act.

For further information please contact CITS FOI on foi@cits.wa.gov.au or visit our information statement.  

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Page reviewed 31 July 2026