Feedback And Complaints

Your input is one of the most effective methods for Golden Plus Care to improve individual results and the services delivered throughout the organisation.
Please let us know if you have a complaint, a problem, or good comment regarding any of Golden Plus Care programmes.
Your comments or feedback may result in enhanced support and services, improved communication, and occasionally changes to policies and the way services are delivered as a result of your feedback.

COMPLAINT

A complaint can be regarding any of the following:
  • You’ve made a decision that you don’t like.
  • The services that a participant is provided with being treated unequally
  • Making a complaint can lead to better services for everyone and can help to resolve concerns promptly and prevent them from becoming more serious.
Complaints are a chance to learn something new like:
  • To evaluate the services that are being delivered,
  • To increase the quality of service offering
  • To enhance the results for those who use services

METHOD FOR SUBMITTING A COMPLAINT

Many issues may be resolved by speaking with the appropriate Support Coordinator or Plan Manager or with the General Manager of Golden Plus care. You can file a complaint at any time in person, over the phone, or in writing.
All complaints will be treated with care and confidentiality, and we will make every effort to address the problem as quickly as possible. Golden Plus Care includes a Feedback and Complaints Contact Person who can give further information about the process and update you on the status of any issues you’ve reported. You can fill out a Feedback, Compliments, and Complaints Form and send it to either the Support Coordinator or the Plan Manager in charge or the Contact Person for Feedback & Complaints or to the General Manager. If you require a copy of the Feedback, Compliments, and Complaints Form or to talk with the Feedback and Complaints Person, please call +61 411 400 662.

WHAT ARE THE GOALS OF Golden Plus Care?

Golden Plus Care will:
  • Provide you with information that is useful, accurate, and easy to comprehend when dealing with concerns.
  • In our communications with you, please be kind and thoughtful.
  • Refer inquiries to the relevant person as soon as possible.
  • Respond to inquiries in a timely manner.
  • Keep you updated on any delays or progress.

QUALITY AND SAFEGUARDS COMMISSION OF THE NDIS

NDIS QUALITY AND SAFEGUARDS COMMISSION
At any time, people can make a complaint about NDIS service providers or the support they provide to the NDIS Commission.

NDIS Commission

Victorian Disability Services Commission

Victorian Ombudsman

Australian Human Rights Commission

Commission for Children and Young People Victoria

Office of the Public Advocate

Victorian Department of Health and Human Services

Office of the Commissioner for Privacy and Data Protection

Independent Broad-based Anti-corruption Commission

The Australian Consumer Law (ACL) provides rights and safeguards to NDIS participants who purchase goods and services, including rules on consumer guarantees and unfair contract conditions. Under the ACL, Consumer Affairs Victoria offers information, guidance, and, in some circumstances, dispute resolution services to customers. If you have concerns about consumer protection in connection to your money, you may also contact Consumer Affairs Victoria or the Australian Securities and Investments Commission (ASIC).
Finally, if participants have concerns about financial consumer protection, they can contact the Australian Securities and Investments Commission (ASIC). See https://asic.gov.au/about-asic/contact-us/ for further information.
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