Horizon Access Care is committed to providing high-quality services and meeting your needs. We value any feedback you provide, including complaints. We would appreciate it if you could let us know what we do well and improve our services.
Feedback and Complaints
Your complaint will be acknowledged formally within two business days by HAC. We aim to reply to all complaints and grievances as soon as possible but within 28 days of the acknowledgement. To provide a better service to our customers, we will take all feedback and complaints into consideration.
More feedback options
If you believe a complaint has not been addressed sufficiently or appropriately, you can seek further support from Horizon Access Care Directors or through any of the following agencies:
National Disability Insurance Agency Commission
A complaint can be made to the NDIS Commission by:
Phoning: 1800 035 544 (free call from landlines) or TTY 133 677.
Interpreters can be arranged.
National Relay Service and ask for 1800 035 544.
Completing a complaint contact form online at
https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=PRD00-OCF
Victorian Disability Services Commission
Commission for Children and Young People Victoria
Phone: 1300 78 29 78
Email: contact@ccyp.vic.gov.au
Office of the Public Advocate
Online: www.publicadvocate.vic.gov.au/opa-feedback-and-complaints
Phone: 1300 309 337, TTY: 1300 305 612
Under the Australian Consumer Law (ACL), NDIS participants purchasing goods and services have rights and protections, including provisions on customer guarantees and unfair contract terms. Under the ACL, Consumer Affairs Victoria provides information and advice and dispute resolution services in some cases. If you have concerns regarding consumer protection in regard to your finances, in addition to Consumer Affairs Victoria, speak to the Australian Securities and Investments Commission (ASIC).