Feedback

Your feedback means everything to us!

At Centacare NQ we are always striving to improve, and we couldn't do this without your valuable feedback. We are committed to doing the right thing by you, and resolving issues is a part of this. At the same time - like anyone else, we love hearing compliments!

There are a few ways you can give us your feedback:

• On the phone: Call us on 1300 672 273.
• Fill in our Online Feedback Form below
• email: centacarenq@centacarenq.org.au
• in person: 410 Ross River Road, Aitkenvale or 5 Miles Street Mount Isa QLD
• In writing: PO box 1362, Aitkenvale QLD 4814

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.

Privacy Policy Statement

Centacare North Queensland respects the privacy of all individuals and is committed to safeguarding the personal information provided to us. In order to deliver a quality service, an individual who enquires or accesses our services will have their details recorded and stored in accordance with Australian privacy legislation.

Read our full Privacy Policy.