Complaints And Feedback

It Is Our Duty Of Care To Ensure That Our Services And Practice Are Sound, By Meeting Your Expectations And Ensuring Our Duty Of Care At All Times. Whether You Wish To Compliment, Make A Complaint Or Provide Feedback Of Any Sort, It Is Very Important For Us To Hear From You To Improve Our Services And Systems.

This Policy Applies To Our NDIS Participants And Their Families As Well As Our Staff Or Another Person Involved With Premier Community Services.

Please note that complaints that are not cover in this policy include:

  • Child abuse and Child Safety Policy and Procedures.
  • Equal Opportunity and Anti Bullying Policy and Procedures.

Compliment refers to information given to Premier Community Services by the group of people mentioned above in relation to positive feedback, praise and encouragement or gratitude in relation to service received.

Complaints refers to information given to Premier community Services by the group of people mentioned above in relation to services received that did not meet the expectations or were unsatisfactory provided.

Feedback refers to information given to Premier Community Services by the group of people mentioned above to create opportunities to reflect and put in place a plan of action to improve services.

How To Lodge A Complaint

We encourage everyone to put their complaint, compliment and feedback in writing and email to us management@preimiercommunityservices.com.au

Talk directly to us by contacting Customer Care Services on 1300 446 930

Download premier-community-services-complaint-form and post to us:

Customer Care Services,

Premier Community Services,

PO Box 4229, Narre Warren South, Vic 3805

Processing a complaint

The line manager in charge of the appropriate area will ensure to undertake the following:

  1. Address the complaint as soon as practical depending on the severity
  2. Assess the nature of the complaint
  3. Inform the complainant of the process of dealing with their complaint and give them an opportunity to provide further information.
  4. If the complaint is towards a staff member, meet with them and remove them from the premises depending on the seriousness of the allegations.(postal and email)
  5. Seek advice and report allegation to Victoria Police if the complaint is in relation to abuse of a person.
  6. Acknowledgement will be provided in writing to the complainant and an opportunity will be given for appeal.

Other Useful Resources

Consumer Affairs Victoria

Ph: 1300 558 181
Web: consumer.vic.gov.au
Email: consumer@justice.vic.gov.au

Ombudsman Victoria

Ph: 9613 6222 Free Call: 1800 806 314
Web: ombudsman.vic.gov.au
Email: ombudvic@ombudsman.vic.gov.au

Disability Services Commissioner

Ph: 1800 677 342
Web: odsc.vic.gov.au
Email: complaints@odsc.vic.gov.au

Department of Health and Human Services

Ph: 1300 884 706
Complaints, Integrity and Privacy Unit (CIPu)
Email: complaints.reception@dhs.vic.gov.au

Contact us today!