Complaints Policy Statement

How to Make a Complaint at Paylos

Complaints Policy Statement

At Paylos, we welcome your feedback about our services—both compliments and complaints. We take all complaints seriously, and your feedback helps us improve our services.

Who Can Make a Complaint?

Paylos can receive complaints from a range of people, including:

• People we support
• Parents, family members, and friends
• Advocates and support people

It is your right to make a complaint.

What Can I Complain About?

Your complaint can relate to any aspect of Paylos’s services, including:

• The way we have communicated with you about our services
• The way we have delivered our services
• The quality of our properties and facilities
• Whether we have listened to you
• Whether we have treated you fairly and with dignity and respect
• The way we have responded to your feedback
• Concerns about other people supported by Paylos

If you have a concern or query about Paylos, we encourage you to speak directly to your Paylos support team to see if your concern can be addressed. This may be the simplest way of resolving the matter.

How Can I Make a Complaint?

When making a complaint, it is helpful to be as specific as possible about what you are unhappy with and how you would like the complaint resolved.

Our staff can assist you with making a complaint and connect you to advocacy and support services if needed.

You can make a complaint by:

• Speaking to any member of our team
• Calling Head Office on 0429 317 355
• Sending us an email at info@paylos.org.au
• Making an anonymous complaint by phoning 0429 317 355 or 0448 694 470 from a private number
• Sending us a written complaint via our website at https://www.paylos.org.au/contact and filling out the form titled Complaints, Suggestions, and Feedback

Note: If you submit an anonymous complaint, we will not be able to provide updates on how the complaint has been actioned or resolved.

How Does Paylos Respond to Complaints?

Paylos takes all complaints seriously and treats them as strictly private and confidential.

Once you make a complaint:

1. We will contact you to confirm when you can expect a response.
2. In most cases, we will arrange a meeting to hear your story.
3. Advocates and support people are welcome to assist you.

Paylos will not treat you differently simply because you make a complaint.

Once we have finished looking into the matter, we will provide you with a response.

Where Else Can I Access Information and Make a Complaint?

At any time, before, during, or after you have made a complaint to us, you can refer the matter to the NDIS Quality & Safeguarding Commissioner:

• Phone: 1800 035 544
• Website: www.ndiscommission.gov.au

This includes seeking information, support, and advice or raising concerns about how we have handled your complaint.

Alternatively, you may also lodge a complaint with the Ombudsman in your state. The Ombudsman will determine if they have the power to investigate your complaint.

Legislation

• National Disability Insurance Scheme 2013 (Cth)
• Child Wellbeing and Safety Act 2005 (Vic)
• Privacy Act 1988 (Cth)
• Charter of Rights and Responsibilities Act 2006 (Vic)

Standards and Regulation

• Child Information Sharing Scheme 2017
• Australian Privacy Principles
• NDIS Complaints Management and Resolution Rules 2018
• NDIS Core Practice Standards: Standard 2 – Governance and Operational Management

Feedback and Complaints Management

Paylos reserves the right to review, amend, and/or update this Complaints Policy Statement from time to time.

Additional Points

Additional information can be found in the Paylos Complaints Management and Resolution Policy and Procedure upon request.