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.

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

Online: www.odsc.vic.gov.au

Email: complaints@odsc.vic.gov.au

Phone: 1800 677 342 (TTY 1300 726 563)

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).