Pathways to Care embraces your feedback as one of the most effective ways of enhancing individual outcomes and improving the services provided across the organisation.
If you have a complaint or a concern, or positive feedback about anything to do with Pathways to Care’s services please let us know.
Your feedback can lead to improved supports and services, communication and sometimes changes to polices and the way services are delivered.
What is a complaint?
A complaint can be about:
- A decision you are not happy about
- The services a participant receives
- Not being treated fairly
- How Pathways to Care has handled your compliant
Making a complaint can lead to better services for everyone, and can be a way to sort out issues quickly and before they potentially escalate.
Complaints are an opportunity:
- For Pathways to Care to assess services being provided
- To improve service provision quality
- To improve outcomes for participants accessing services
How to make a complaint?
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.
What will Pathways to Care do?
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.
NDIS Quality and Safeguards Commission
At any time, people can make a complaint about NDIS service providers or the support they provide to the NDIS Commission.
Complaints to the NDIS Commission can be lodged:
- online at www.ndiscommission.gov.au
- by phone on: 1800 035 544.
Australian Human Rights Commission
- Phone: 1300 656 419
- Online: humanrights.gov.au
Victorian Department of Health and Human Services
- Email: firstname.lastname@example.org
- Phone: 1300 884 706
Victorian Disability Services Commission
- Email: email@example.com
- Phone: 1800 677 342 (TTY 1300 726 563)
- Online: www.odsc.vic.gov.au
- Skype: call or email to make an appointment first
Commission for Children and Young People Victoria
- Email: firstname.lastname@example.org
- Phone: 1300 78 29 78
Office of the Commissioner for Privacy and Data Protection
- Phone: 1300 666 444
- Online: www.cpdp.vic.gov.au
- Phone: (03) 9613 6222 or (rural callers) 1800 806 314
- Online: www.ombudsman.vic.gov.au
- Office of the Public Advocate
- hone: 1300 309 337, (03) 9603 9500 or TTY: (03) 9603 9259
- Online: www.publicadvocate.vic.gov.au/opa-feedback-and-complaints
Independent Broad-based Anti-corruption Commission
- Phone: 1300 735 135
- Online: www.ibac.vic.gov.au
NDIS participants purchasing products and services have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Consumer Affairs Victoria provides information and advice and in some cases, dispute resolution services for customer disputes under the ACL. In addition to Consumer Affairs Victoria, you can also contact the Australian Securities and Investments Commission (ASIC) if you have concerns regarding consumer protection in relation to your finances.
Finally, participants can contact the Australian Securities and Investments Commission (ASIC) if they have concerns regarding consumer protection in relation to finances. See https://asic.gov.au/about-asic/contact-us/.
Complaints about privacy or the handling of personal or health information can be reported to the regulatory bodies listed in Pathways to Care’s Privacy and Confidentiality Policy and Procedure.
Are we doing something well?
If you think we are doing something well we would love to hear about it so that we can give the feedback to staff to encourage them and continue to improve the services we provide. It lets us know that we are making a difference. It is great to receive the feedback in writing so that we have a record of it but phoning or telling us in person is also fine. You can write a letter or use the Feedback, Compliments and Complaints Form. This can be sent to either the Manager of the Business Unit concerned or to the Feedback and Complaints Contact Person.
Do you have a suggestion?
We always welcome new ideas or ways to improve our services. If you have a suggestion, telephone us, write a letter or use the Feedback and Complaints Form to let us know. This can be sent to either the Support Coordinator you work with or Plan Manager or to the Feedback and Complaints Contact Person.
Feedback & Complaints Form
Compliments, complaints and other feedback provide us with valuable information about your satisfaction with our services. Feedback is taken seriously by Pathways to Care and is seen as an opportunity for improvement. Please let us know what you think.