Make a Complaint
Contact Us
Phone:
0473 095 632
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Office phone line:
02 664 21706
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Email:
One of our team members will answer you within 24 hours of the complaint being sent
Frequently Asked Questions
Q: What information do I need to provide when I'm making a complaint?
A: Anything that supports your complaint in full so that us at Pivotal can work to improve
Q: How will I be kept informed of the progress of my complaint?
A: After 24hours of your complaint being filed we'll ensure that your complaint is well responded to and dealt with accordingly
Q: What can I expect in terms of resolution?
A: Our word that we'll get the complaint resolved to avoid any future conflicts around said complaint.
Q: What should I do if I'm not satisfied with the outcome of my complaint?
A: Contact us directly either over the phone, or through emails. We'll then revisit the query made and overview it for you to see if there's any additional steps we can take.
Useful Links
NDIS Quality and Safeguards Commission (QSC) Complaints Management and Resolution Rule 2018: https://www.ndiscommission.gov.au/providers/complaints-and-incidents/managing-complaints
NDIS Code of Conduct: https://www.ndiscommission.gov.au/about/ndis-code-conduct
NDIS Practice Standards:
NDIS Provider Registration Guide to Suitability:
https://www.ndiscommission.gov.au/sites/default/files/2022-02/suit-assess-process-guide0-2_0.pdf
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NDIS Pricing Arrangements and Price Limits:
https://www.ndis.gov.au/providers/pricing-arrangements
Investigation Process:
We will investigate your complaint thoroughly and impartially. This may involve contacting you to gather more information, as well as reviewing any relevant documentation or other evidence.
Resolution:
We will aim to resolve your complaint as quickly as possible. In some cases, we may be able to resolve the issue immediately. In other cases, we may need to carry out a more detailed investigation, which may take longer. We will keep you informed of the progress of your complaint throughout the process.
Outcome:
Once we have completed our investigation, we will provide you with a written response that sets out our findings and any actions we will take to address your complaint. We will aim to provide you with our response within 24 hours.
Appeal:
If you are not satisfied with the outcome of your complaint, you can request an appeal. Please let us know within 48 hours of receiving our response, and we will provide you with details of our appeal process.
We take all complaints seriously and will work to resolve them as quickly and efficiently as possible.
If you have any questions about our complaint process, please do not hesitate to contact us.