PeakCare Complaints Process

 

This process is for formal complaints to be lodged confidentially.

For general queries or feedback, visit our Contact Us page.

 

While continually striving for excellence, PeakCare understands that on occasion people may wish to air a grievance about the nature or level of service they have received from us. Our Complaints Process aims to be simple and transparent; combining natural justice principles with a commitment to timely resolution.

For more detail on how to lodge a complaint, refer to the Complaints Process document.

Timeframes:

Step

Timeframe

Receipt of complaint

We will contact the complainant within two business days to acknowledge receipt.

Where simple actions can resolve the issue

We will take action within two business days or as soon as possible after this period.

Complaint is more complex
(eg. requires a plan, interviews, or further information gathering)

We will:

  • contact the complainant within two business days to acknowledge receipt;
  • keep the complainant informed on a regular basis (as agreed with complainant) while the complaint is progressing;
  • aim to finalise the resolution process within 28 business days.