At Primary and Community Care Services (PCCS) we welcome the opportunity to receive feedback from you regarding our programs and services.
Want to compliment one of our Team or share Feedback?
We are proud of our Team and the work we do and we are glad you are too! To pass on a compliment or provide feedback on our services, please email us.
Want to make a complaint?
If you have a complaint, please either:
Email the details of your complaint, or
Download and complete the complaint form and mail to PCCS, PO Box 173, Thornleigh NSW 2120.
Our complaint process
Primary & Community Care Services, Ltd. (PCCS) has complaint policy and process in place to assess and aim to resolve all complaints received.
You may nominate a person you want at the service as the key contact regarding this complaint.
You will receive acknowledgement within 5 working days of your written complaint being received.
We will investigate your complaint and if necessary, will contact you to obtain further information.
We will contact you within a month to let you know the progress of our investigation. We will also contact you if the issue requires a longer time to process.
If we are unable to investigate your complaint, we will contact you and let you know the reason.
All anonymous complaints will be recorded in the PCCS internal complaints register. However, as we will not be able to contact you to obtain further information to help us with the investigation and assessment of the complaint, our complaint process and possible resolution will be limited.
PCCS understands that the subject of complaints may be sensitive in nature and we respect your right to confidentiality. If external advice is required in the course of responding to your complaint, it will be sought anonymously or we will contact you to seek your consent. We may need to discuss your complaint with the subject/s of the complaint in order to give them an opportunity to respond to the issue.
Complaints – regarding the NDIS (nationally)
People with disability have the right to complain about the services they receive. The NDIS Quality and Safeguards Commission can receive your complaint if it is about a service provider or a complaint about the NDIS.
PCCS does not have the authority to act on complaints about individual General Practitioners, general practices or other primary healthcare providers.
PCCS encourages consumers with complaints of this nature to take the matter to the General Practitioner or practiced concerned, who will assess the complaint via their own established policies and protocols.
If you are not happy with the outcome of your complaint, or your complaint is of a serious nature, you can direct it to:
Office of the Health Ombudsman
Queensland Fair Trading
Health Care Complaints Commission
NSW Fair Trading
Office of the Health Ombudsman (Queensland)
The Office of the Health Ombudsman is Queensland’s health service complaints agency. Their mission is to protect the health and safety of the public and instill confidence in the health system in Queensland by assessing, investigating, resolving and prosecuting complaints about healthcare.
Contact the Office of the Health Ombudsman on:
133 OHO (133 646), Monday to Friday, 9am–5pm, or email.
If your complaint relates to the immediate health or safety of a person, you should contact the Ombudsman without delay.
Queensland Fair Trading (Queensland)
QLD Fair Trading safeguards the rights of all consumers and advises business and traders on fair and ethical practice. You can make complaints about goods or services you purchase that are not satisfactory.
Health Care Complaints Commission (New South Wales)
The Health Care Complaints Commission deals with complaints made in New South Wales and acts to protect public health and safety by resolving, investigating and prosecuting complaints about health care.
If your complaint relates to the immediate health or safety of a person, you should contact the Commission without delay.
NSW Fair Trading (New South Wales)
NSW Fair Trading safeguards the rights of all consumers and advises business and traders on fair and ethical practice. You can make complaints about goods or services you purchase that are not satisfactory.
Contact NSW Fair Trading on:
Phone 13 32 20 (weekdays 8:30am to 5pm) or visit the website here to make your complain on-line and find assistance services to make your complaint, as well as service counter locations to make contact in person.
NSW Ombudsman (New South Wales)
The NSW Ombudsman is an independent and impartial integrity agency, accountable to the people of NSW. They handle complaints about most NSW government agencies, local councils and community service providers and they can also monitor and review how community services are delivered.