Feedback & Complaints

Many complaints can be fixed by speaking directly with the relevant Support Coordinator or Plan Manager. You can make a complaint in person, on the phone or in writing at anytime.

All complaints will be handled in a sensitive and confidential manner and we will try to resolve the issue promptly. Pathways to Care has a Feedback and Complaints Contact Person who can provide further information on this process and will be able to advise on progress with any particular issue that has been raised. There is a Feedback, Compliments and Complaints Form that you can fill in and forward to either the Support Coordinator or Plan Manager concerned or to the Feedback and Complaints Contact Person. Please ring 03 4408 4888 for copies of the Feedback, Compliments and Complaints Form if you require one or to speak with the Feedback and Complaints Person.

When handling complaints, Pathways to Care will:

• Provide information to you that is helpful, accurate, and easy to understand
• Be courteous and considerate in our communication with you
• Promptly refer requests to the appropriate person
• Respond to requests within a reasonable time
• Keep you informed of progress or delays

If you make a complaint, you will be contacted by the most appropriate person (depending upon the nature of the complaint) and then receive a letter of acknowledgement within 2 business days. This will detail the steps to be taken to resolve the complaint you have raised if it has not been resolved already

If you are not satisfied with the response, the complaint will be forwarded to the Directors for resolution. We will endeavour to resolve the complaint at the local level but if this is not satisfactory or you feel you are unable to raise it with anyone at Pathways to Care, the below services may be able to assist.