Centrepay complaints policy for Parcare Support Service Pty Ltd

Trading as: Parcare Lifestyle
ABN: 94 666 356 430
NDIS Registered Provider: 4050161227
Phone: 0400 378 009
Email: nicholas@parcaresupports.com
Address: Unit 5/5-7 Cairns Street, Loganholme QLD 4129

About this policy

This complaints policy outlines how Parcare Support Service Pty Ltd will manage and handle feedback and complaints from Centrepay customers.

This policy is provided in line with our contractual obligations under the Centrepay Policy for Businesses and the Centrepay Terms of Use issued by Services Australia.

Accessing this policy

Our complaints policy can be accessed:

• on our website at parcarelifestyle.com/centrepay-complaints-policy
• on display at our office at Unit 5/5-7 Cairns Street, Loganholme QLD 4129
• when you sign any forms with us to use Centrepay.

We will also provide a copy of our policy within 5 business days upon request, in the format you prefer (printed, posted, or emailed as a PDF).

How a customer can make a complaint

You can make a complaint using any of these channels:

• Phone: 0400 378 009
• Email: nicholas@parcaresupports.com
• In person at our place of business: Unit 5/5-7 Cairns Street, Loganholme QLD 4129
• Online: parcarelifestyle.com/contact
• In writing: Parcare Support Service Pty Ltd, Unit 5/5-7 Cairns Street, Loganholme QLD 4129

When you make a complaint, the following details will help us investigate and resolve the complaint:

• the date or dates when the issue happened
• your name and contact details
• any supporting documents or information, for example, your account number or Centrepay Customer Reference Number (CRN)
• details of the issue or concern, including amounts, location, the staff member you spoke to, and when you contacted us for help.

You may choose to have an authorised third party make a complaint on your behalf. This could include a financial counsellor, community lawyer, NDIS advocate, or a trusted friend or family member. We will accept established third party authority forms in these instances. In the absence of a form, we may seek confirmation from you that the person is authorised to act on your behalf.

How we’ll manage a customer complaint

What customers can expect from us when making a complaint.

Parcare Support Service Pty Ltd 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, in line with our privacy obligations
• escalate serious or complex complaints to senior management.

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

All staff who handle Centrepay customer interactions are trained in this complaints policy and in Centrepay obligations as part of their induction and ongoing professional development.

How we’ll manage an unresolved customer complaint

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, regulator, 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:
  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, you can contact:

• NDIS Quality and Safeguards Commission (national regulator for NDIS providers): 1800 035 544 / ndiscommission.gov.au/about/complaints
• Office of the Australian Information Commissioner (OAIC, for privacy concerns): 1300 363 992 / oaic.gov.au
• Queensland Office of Fair Trading (state regulator for consumer matters): 13 74 68 / qld.gov.au/law/your-rights/consumer-rights-complaints-and-scams
• Queensland Civil and Administrative Tribunal (QCAT, for tenancy and consumer disputes): 1300 753 228 / qcat.qld.gov.au
• Commonwealth Ombudsman (independent oversight of Australian Government services): 1300 362 072 / ombudsman.gov.au.

Record keeping

Our record keeping practices are as follows. All complaint records relating to Centrepay are stored securely in our cloud-based business systems (Xero, VisualCare, and Microsoft 365 SharePoint). Access is restricted to authorised personnel directly involved in the complaint resolution process. All records are protected in line with the Privacy Act 1988 and the Australian Privacy Principles.

Parcare Support Service Pty Ltd maintains complaint records relating to Centrepay securely for a minimum of 7 years. Information retained may include, but is not limited to:

• details of the complainant (name, contact details, Centrepay Customer Reference Number, authorised representative if applicable)
• details of the complaint (date received, channel used, nature of the complaint, deduction reference if applicable)
• actions taken (acknowledgement, investigation steps, internal communications, staff involved, supporting documentation reviewed)
• the outcome of the complaint (resolution, refunds or corrective advices issued, written response to the complainant, date resolved)
• any referral or reports to relevant regulatory authorities, including information about dispute resolution schemes (Services Australia notifications, NDIS Commission referrals, ombudsman correspondence, QCAT or Office of Fair Trading referrals).