CentrePay Complaints Policy

CentrePay Complaint process:

When a customer makes a complaint, the following details will help Centacare NQ investigate and resolve the complaint:

• The date or dates when the issue happened
• Name and contact details
• Any supporting documents or information. For example, account or reference number.
• Details of the issue or concern, including amounts, location, staff details or when you contacted for help.

Customers may choose to have an authorised third-party make a complaint on the customers behalf. This could include a financial counsellor, community lawyer, or a trusted friend or family member. Centacare NQ will accept established third party authority forms in these instances. In the absence of a form, Centacare NQ may seek confirmation from the customer that the person is authorised.

On receipt of a complaint Centacare NQ will:

• respond in writing or verbally, if a written response isn’t possible
• aim to resolve the complaint within 20 business days
• review the complaint fairly and impartially, without discrimination or detriment
• handle all complaints confidentially, and in accordance with privacy obligations
• escalate serious or complex complaints to senior management

Centacare NQ will keep customers informed of progress as we investigate and resolve complaints. All correspondence will be documented.

When a customer complaint is serious, repeated or remains unresolved, we will refer the complaint in writing to Services Australia within 5 business days.

We may also refer the matter to a relevant ombudsman or consumer protection agency, where required. These services can be contacted at any time about the outcome.

Services Australia can be contacted using any of the following:

• by calling the feedback and complaints service on 1800 132 468
• online via the Services Australia website or by using your Centrelink online account
• in writing to the following address:

Centrelink and Medicare, Services Australia Complaints and Feedback

Reply Paid 7800

Canberra BC ACT 2610

• in person at a Centrelink service centre.

If your complaint is related to other services, please refer to Centrecare NQ Complaints Management Policy.

Centrecare NQ maintains complaint records relating to Centrepay securely for a minimum of 7 years in accordance with privacy obligations. Information retained may include, but not limited to:

• details of complainant
• details of the complaint
• actions taken
• the outcome of the complaint
• any referral or reports to relevant regulatory authorities, including information about dispute resolution schemes.