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Feedback and Complaints

We want to hear from you.

We are Quality Assured to IS0 9001:2015 which means we have clear processes to ensure your complaint or feedback is heard.  

We are committed to continuous improvement, and we are always looking for ways to improve. Feedback and complaints are what help us to improve, and we welcome your feedback.

If you would like to provide a suggestion, a compliment, raise an issue or make a complaint, please get in contact with us in any of the following ways:

Contact us by phone and speak with our customer service staff: Phone 1300 137 875

Email your feedback to us: info@patienthandling.com.au 

If you are in our showroom, completed a feedback form and hand this to reception staff

If you would prefer to reach us by mail, please use the following address:

Patient Handling Pty Ltd

Attention: Feedback and Complaints

1 Mitchell Street

MARRICKVILLE NSW 2204

 

Below are some questions that you may have:

 Can you help me to give feedback or make a complaint?

Yes, we can help by:

  • Writing out your complaint for you
  • Arranging an interpreter or you can contact us through the Translating and Interpreting Service (TIS) on 13 14 50
  • Communicating via the National Relay Service if you’re deaf, have a hearing or speech impairment. Visit relayservice.gov.au

 

Can someone else make a complaint for me?

Yes. You can ask a friend, relative, carer, or a community organisation to make a complaint on your behalf. 

 

What to include with your feedback or complaint

  • Your name

  • Your contact details such as phone number, email address or postal address

  • What your feedback is about – e.g. the service provided, the equipment you have purchased, the service or repair that you received.

 

Can I make an anonymous complaint?

Yes. But this may make it difficult to investigate if we can’t get more information from you. 

 

What happens after I provide feedback or make a complaint?

We will respond within 2 working days that we have received your feedback or complaint.

If you’re giving a compliment, we’ll make sure it is passed on to the staff, and we also like to share this with our team.

If you’re making a comment or a suggestion, we will log this in our system for future review.

If you’re making a complaint, sometimes it can be resolved straight away. In some circumstances, we may need to ask you for more information or to speak to our staff or other people involved. 

We aim to finish looking into your complaint and get back to you within 28 days. If it’s going to take longer, we’ll let you know. We take complaints seriously, and we investigate them thoroughly.

 

Will I be treated differently if I make a complaint?

No. Everyone has the right to make a complaint. We welcome your feedback and deal with complaints professionally.

 

What happens if I’m not happy with the outcome of my complaint?

You can ask for a review by a more senior staff member at Patient Handling.

Depending on your complaint, you may be able to engage an external complaints body at any stage of the complaint process. See below to find an agency that may be able to assist you:

Department of Fair Trading

Call 13 32 20

Online https://www.fairtrading.nsw.gov.au/help-centre/online-tools/make-a-complaint

 

NDIS Commission

Call 1800 035 544

Email contactcentre@ndiscommission.gov.au

Online https://www.ndiscommission.gov.au/about/complaints

Mail: NDIS Commission Feedback

PO Box 210, Penrith NSW 2750

 

Aged Care Complaints Scheme

Call 1800 550 552

Online http://agedcarecomplaints.govspace.gov.au

 

NSW Ombudsman

Call 02 9286 1000 / 1800 451 524 (rural/regional callers only).

Email https://www.ombo.nsw.gov.au/

 

Disability Advocacy Bodies

To be linked to the right contact for the state you live in: 

Visit https://www.dana.org.au/

 

Anti-Discrimination Board (ADB)

For discrimination, harassment and vilification complaints

Call (02) 9268 5555 / 1800 670 812 (rural/regional callers only).

Email www.lawlink.nsw.gov.au/ADB

 

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