FEEDBACK AND COMPLAINTS

At PCCF, we value your feedback as it helps us understand your satisfaction with our services and provides opportunities for improvement. Whether it's a compliment or a complaint, your feedback is treated with confidentiality and sensitivity.

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We encourage you to share your thoughts on the services we provide, both positive and negative. Your feedback is essential for our continuous improvement.

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How to Provide Feedback:

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• Directly with a Staff Member: You can speak to a staff member at any time, either verbally or by completing a Feedback and Complaints Form.

• By Email: Send your feedback to enquiries@pccf.org.

• By Phone: Call us on 0448 525 935.

• In Writing: Mail your feedback to 162-166 Exilis Street, Springwood, 4127.

• Satisfaction Surveys: Participate in PCCF’s annual satisfaction survey.

 

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 acknowledgment. All feedback and complaints are used by PCCF to continuously improve our service delivery.

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If you need assistance completing PCCF’s Feedback and Complaints Form, have any questions or concerns, or would like to access a full copy of PCCF’s Complaints and Feedback Procedure, please contact our Operations Manager.

 

Feedback and Continuous Improvement

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PCCF continually seeks feedback to enhance our services. This includes satisfaction surveys, requests for feedback from staff after interactions, and involving you in our service delivery planning and review processes. Please feel free to share any suggestions or ideas with a staff member at any time.

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Handling Complaints

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We encourage anyone with a complaint to first speak directly to a PCCF staff member, who will attempt to resolve the issue immediately. If the matter cannot be resolved promptly, it will be escalated to PCCF’s Operations Manager.

You can formally lodge a complaint using PCCF’s Feedback and Complaints Form, with assistance from a staff member if needed. Your complaint will be acknowledged within 2 working days, and we aim to respond within 28 working days. If a full response cannot be provided within this timeframe, you will receive an update with an expected date for a full response.

 

Escalating Complaints

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If you feel a complaint has not been sufficiently addressed, you can seek further support from PCCF’s Managing Director or lodge a complaint with the NDIS Quality and Safeguards Commission (NDIS Commission).

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Complaints to the NDIS Commission can be lodged:

• By Phone: 1800 035 544 (available Monday to Friday, 9am – 5pm, excluding public holidays)

• Online: NDIS Commission Complaint Form https://www.ndiscommission.gov.au/contact-us/makeacomplaint 

 

Your feedback helps us to improve and provide the best possible services. Thank you for your support and involvement.