Customer Information

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What happens when I contact Pinarc?

You will talk to a Pinarc worker about
What supports you need
How Pinarc can support you
The cost of services
Other services available

Working Together 

Staff at Pinarc will:
Listen to you
Understand what is important to you
Help you work out what you need
Tell you how we can help
Understand the things you can and can’t do
Do the things we say we will
Fix mistakes that we make
Give you information that you can understand
Share ideas
Tell you about other services

You can help us by

Telling us everything we need to know about you
Telling us about the other supports you use
Telling us when things in your life change
Coming to appointments on time
Letting us know if you can’t come to appointments
Talking with us calmly if you are upset

Safety in Your Home

Before a staff member comes to visit, they will ask you some questions about safety in your home. You will be asked questions about pets, smoking and weapons. Please don’t be offended as we have to ask everyone the same questions. When Pinarc staff visit your home Occupational Health and Safety laws must be met. On our first visit staff will complete a Home Safety checklist with you. We will discuss the best way of providing support to make sure everyone is safe.

You can help us to keep everyone safe by telling us if:

You or anyone in your house is sick when there is a planned visit
There are any repairs being done in your home
You have any new pets
There have been any changes to your household

Safety at Pinarc

Providing a safe place for client’s visitors and staff is important to Pinarc. If a member of your family needs support with behaviour we can work out a plan together. 
If you are a family member or visitor we will not accept:
Yelling or shouting 
Punching kicking biting etc 
Threats to staff
If staff feel unsafe by your actions they may ask you to leave or services may stop.

Choosing Services

Pinarc believes all clients have the right to choose their supports and services. Pinarc programs are voluntary. This means you decide if you want to join in. 
You can stop going to programs at any time, but sometimes you will need to give us notice before you leave. In some programs you may be still charged a fee after you leave depending on how it is funded.   Staff will talk to you about these things when you join a program. If you are thinking of leaving Pinarc programs please let us know as soon as you can.

Leaving Services

Sometimes people may be asked to leave Pinarc.  You would only be asked to leave if we can no longer support you. This might happen if:
You are a danger to others
We can’t agree on what services we can provide for you
You are unable to join in
You stop others from joining in
Your funding runs out 
If you are not happy about being asked to leave you can talk to our Chief Executive officer.

Your information

Pinarc will: 
Only collect information that is needed
Keep your information private
Ask you if we need to share information
Sometimes Pinarc must share information with others without asking you, this will only happen if somebody is in danger or if the courts or government ask for it. You are allowed to see information that is kept about you. If you would like more information about how we collect and store your information please ask us.

Staying Safe

If you or someone you know is being hurt, talk to someone you feel safe with, this might be
The Pinarc staff you work with
Other staff you know
The manager of the service
Family, friend or carer
Disability Services Commissioner on 1800 677 342
If the person you tell doesn't listen make sure you tell somebody else who will help you

Complaints and Feedback

Pinarc values customer feedback to assist us in improving our services. You have the right to make a complaint if you are unhappy about the services Pinarc provides, or to provide any feedback on the job we are doing. You can tell
The Pinarc staff you work with
Other staff you know
The manager of the service
You can phone us on 5329 1300 or email us
Or you may choose to contact the NDIS Quality and Safeguards Commission

At any time you can choose to use an advocate to support you. 

Submit your feedback online

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