FEEDBACK, COMPLIMENTS AND COMPLAINTS FORM
Compliments, complaints, and other feedback provide us with valuable information about your satisfaction with our services. Feedback is taken seriously by Platinum All Care and is seen as an opportunity for improvement. Please let us know what you think.
Feedback, compliments and complaints can be lodged:
- directly with a staff member, either verbally or by providing a completed Feedback, Compliments and Complaints Form;
- by email to: For Complaints; info@platinumallcare.com for Feedback info@platinumallcare.com
- by phone on: 1300 481 169; 0410 422 391
- in writing to: 22/242 Caroline Springs BLVD Caroline Springs Vic 3023
Your complaint will be formally acknowledged within 2 working days. We aim to respond to all complaints and grievances as quickly as possible, and within 28 working days from acknowledgement. If a complaint cannot be responded to in full within 28 days of acknowledgement, you will be provided with an update, which will include when a full response can be expected.
All feedback and complaints will be used by Platinum All Care to continuously improve our servicedelivery.
Escalating Complaints
If you feel a complaint has not been sufficiently or appropriately addressed, you can seek further support from Alyah Abdulrahim – Operations Team Leader, or alternatively through any of the following agencies:
NDIS Quality and Safeguards Commission
- Online: www.ndiscommission.gov.au
- Phone: 1800 035 544.
Australian Human Rights Commission
- Phone: 1300 656 419
- Online: humanrights.gov.au
NDIS participants purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. See www.accesscanberra.act.gov.au
Victorian Department of Health and Human Services
- Email: complaints.reception@dhhs.vic.gov.au
- Phone: 1300 884 706
Victorian Disability Services Commission
- Email: complaints@odsc.vic.gov.au
- 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: childsafe@ccyp.vic.gov.au
- Phone: 1300 78 29 78
Office of the Commissioner for Privacy and Data Protection
- Phone: 1300 666 444
- Online: www.cpdp.vic.gov.au
Victorian Ombudsman
- Phone: (03) 9613 6222 or (rural callers) 1800 806 314
- Online: www.ombudsman.vic.gov.au
Office of the Public Advocate
- Phone: 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.
Thank you for taking the time to provide feedback about our service.