We encourage you to provide feedback
At Priority Disability Care Australia we encourage our Participants and their representatives to have the confidence to provide feedback, including complaints, compliments and suggestions. We are committed to providing high standards of service and we appreciate your input to further assist us in improving our service quality and your experience with us.
We welcome your feedback
We welcome feedback and regard this as a primary method for identifying areas of strengths and weaknesses in our service to support our continuous improvement. Participants and their representatives can make contact with Priority Disability Care Australia through several channels to discuss their concerns, provide feedback or lodge a complaint. These include:
− Email: info@pdcau.com.au
− Phone: 1800 11 20 20
− In Person or in Writing: 51 Rawson Road, Guildford, 2161
− Completing our online feedback form below
The Complaint Process
Priority Disability Care Australia will acknowledge a receipt of your complaint unless it is anonymous or the contact details were not provided for the person making the complaint.
A Director of Priority Disability Care Australia will discuss minor complaints directly with the parties involved as a first step towards resolution. If the complaint cannot be resolved promptly, a Director of Priority Disability Care Australia will make a time to meet with the Participant and/or Participant’s Representative to discuss their concern, dissatisfaction or complaint as a way of gathering relevant information to help assist with developing a plan of action to resolve the concern or complaint.
Resolving a Complaint
Priority Disability Care Australia is committed to resolving complaints fairly, equitably and as quickly as possible. Early resolution of a concern or complaint will always be attempted in a collaborative approach reducing the risk of the situation escalating.
Priority Disability Care Australia may:
− Work directly with the Participant and/or the Participant’s Representative to understand the concern or complain and how it can be resolved.
− Request additional information and documentation to clarify issues
− Keep the Participant and/or the Participant’s representative updated on the investigation
− Document the complaint, process and outcomes on the complaints register for continuous service improvement.
For any complaints that are not resolved with Priority Disability Care Australia
Priority Disability Care Australia will always endeavour to resolve concerns, dissatisfaction or complaints made by a Participant and/or the Participant’s Representative.
If you are not satisfied with the resolution, you can escalate your concerns and make a complaint to the NDIS Commission.