Centrepay Complaints Policy for BARA CARE Pty Ltd
1300 207 184
About this policy
This complaint policy outlines how BARA CARE Pty Ltd will manage and handle feedback and complaints from Centrepay customers.
Accessing this policy
Our complaints policy can be accessed:
on our website: https://www.baracare.com.au/centrepay-complaints-policy
on display in our office or at outlets
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.
How a customer can make a complaint
You can make a complaint using any of these channels:
Phone: 1300 207 184
email: admin@baracare.com.au
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 or reference number.
details of the issue or concern, including amounts, location, staff you spoke to or when you contacted 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, 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.
BARA CARE 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, and in accordance with 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.
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 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 the following address:
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:
QLD Government – Residential Tenancies Authority
1300 366 311
GPO Box 390, Brisbane Qld 4001
Level 11, Midtown Centre, 150 Mary Street, Brisbane QLD 4001 Australia
Record keeping
Our recording keeping practices are maintained in accordance with our Privacy Policy [https://www.baracare.com.au/privacy-policy] , the NDIS Practice Standards, and relevant Commonwealth legislation to ensure the security, confidentiality, and accessibility of participant information.".
BARA CARE Pty Ltd maintains complaint records relating to Centrepay securely for a minimum of 7 years in accordance with privacy obligations. Information retained may include, but not limited to:
details of complainant
details of the complaint
actions taken
the outcome of the complaint
any referral or reports to relevant regulatory authorities, including information about dispute resolution schemes.
