HCSCC Service Standards

Our commitment to you:
  • we will listen to your concerns
  • we will treat you with courtesy, dignity and respect
  • we will respect your right to privacy
  • we will work cooperatively with all parties to explore options to resolve the issues
  • our advice to all parties will be independent, impartial and honest
  • where possible we will seek your permission to obtain necessary information
  • we aim to provide you with high quality information and advice in plain language
  • we will give reasons for our decisions and recommendations
  • we will regularly monitor our standards to ensure we maintain a high level of integrity and performance
  • if we can’t assist you we’ll try to refer you to someone who can.
You can access our services by:
  • our website which includes information about complaints for service users and service providers. The website aims to meet the needs of people using adaptive technology.
  • calling our free Enquiry Service which operates Monday to Friday, 9.00am to 5.00pm. Toll free number for landline callers in Country SA. If we can’t answer your call you will be able to leave a message. An interpreter can be organised for people who need one.
  • the National Relay Service can be arranged for people who are deaf, hearing or speech impaired.
  • visiting our office. You can drop in or make an appointment. Our office and toilets are accessible by wheelchair.
  • writing to HCSCC
  • sending a fax
  • send us email at info
  • completing our online contact form
  • home or site visits can be arranged on request
HCSCC can assist you to make a complaint. Check out HCSCC Contacts for all our contact details.
Timeliness:
  • we will follow up all telephone messages within 2 working days of receipt
  • we will acknowledge all letters, faxes and emails within 3 working days of receipt
  • we will try to finalise complaints accepted by HCSCC within 6 weeks. If this is not possible, we will keep all parties informed about progress
  • if we are unable to assist with your complaint, we will try to provide you with an appropriate referral.
Our expectations of you:
  • you’ll treat us with courtesy
  • you’ll be honest in all your dealings with us
  • where reasonable you’ll provide us with information when requested
  • you’ll keep us informed of any developments that have a bearing on your complaint.
If you feel we haven’t met our commitment to you:
  • first, try to speak with the staff member you have been dealing with
  • if this doesn’t work, ask to speak to the manager of complaints
  • if you are still not satisfied, you can put your complaint in writing, directly to the Commissioner – complaints about HCSCC
  • if after receiving the Commissioner’s reply you are still not satisfied, you can contact the South Australian Ombudsman by:
        • send an email to ombudsman@ombudsman.sa.gov.au
        • telephone (08) 8226 8699
        • toll free 1800 182 150
        • facsimile (08) 8226 8602
        • or by writing to PO Box 3651, Rundle Mall SA 5000
    If you want to have decisions about your complaint reviewed you can request the Commissioner review your complaint. Contact HCSCC to make a review request.