Our Policies

Centrepay Complaints Policy

Contact Details: Ph 07 3370 8320

Website: www.commongroundqld.org.au

Email: admin@cgq.org.au

Postal & Actual Address: 15 Hope Street South Brisbane QLD 4101

About this policy

This complaint policy outlines how Common Ground Queensland Ltd will manage and handle feedback and complaints from Centrepay customers.

Accessing this policy

Our complaints policy can be accessed:

  • on our website 
  • on display in our office or at outlets
  • when you sign any forms with us to use Centrepay.

We will also provide a copy of our policy within 5 business days upon request.

How a customer can make a complaint

You can make a complaint using any of these channels:

  • phone: 07 3370 8320
  • email: admin@cgq.org.au
  • in person at our place of business: 15 Hope Street, South Brisbane, QLD 4101
  • online: www.commongroundqld.org.au
  • in writing: 15 Hope Street, South Brisbane, QLD 4101.

When you make a complaint, the following details will help us investigate and resolve the complaint:

  • the date or dates when the issue happened
  • your name and contact details
  • any supporting documents or information. For example, your account or reference number.
  • details of the issue or concern, including amounts, location, staff you spoke to or when you contacted for help.

You may choose to have an authorised third-party make a complaint on your behalf.

This could include a financial counsellor, community lawyer, or a trusted friend or family member. We will accept established third party authority forms in these instances. In the absence of a form, we may seek confirmation from you that the person is authorised to act on your behalf.

How we’ll manage a customer complaint

What customers can expect from us when making a complaint.

Common Ground Queensland will:

  • respond in writing or verbally, if a written response isn’t possible
  • aim to resolve the complaint within 20 business days
  • review the complaint fairly and impartially, without discrimination or detriment
  • handle all complaints confidentially, and in accordance with privacy obligations
  • escalate serious or complex complaints to senior management

We will keep customers informed of progress as we investigate and resolve complaints. All correspondence will be documented.

How we’ll manage an unresolved customer complaint

When a customer complaint is serious, repeated or remains unresolved, we will refer the complaint in writing to Services Australia within 5 business days.

We may also refer the matter to a relevant ombudsman or consumer protection agency, where required.

These services can be contacted at any time about the outcome.

Services Australia can be contacted using any of the following:

  • by calling the feedback and complaints service on 1800 132 468
  • online via the Services Australia website or by using your Centrelink online account
  • in writing to the following address:
    • Centrelink and Medicare, Services Australia Complaints and Feedback
      Reply Paid 7800
      Canberra BC ACT 2610
  • in person at a Centrelink service centre.

If your complaint is related to other services please refer to the Common Ground Queensland Tenant Compliments, Complaints, Appeals and Feedback Policy.

Record Keeping

Our recording keeping practices are:

  • Records and data are identified, including their purpose for collection and current use.
  • Personal and sensitive information is recognised and handled appropriately.
  • Paper records are scanned, stored electronically, and securely destroyed unless originals must legally be retained.
  • Email inboxes are not used as the primary storage location for records.
  • Records are retained only as long as required for business or legal purposes.
  • When no longer needed, records are securely destroyed, de-identified, or put beyond use with appropriate security controls.
  • IT and management provide guidance on storage, security, retention, and destruction of records.
  • Notifiable data breaches are reported in accordance with legislative requirements

Common Ground Queensland maintains complaint records relating to Centrepay securely for a minimum of 7 years in accordance with privacy obligations. Information retained may include, but not limited to:

  • details of complainant
  • details of the complaint
  • actions taken
  • the outcome of the complaint
  • any referral or reports to relevant regulatory authorities, including information about dispute resolution schemes.

Related Documents

  • Tenant Compliments, Complaints, Appeals and Feedback Policy.
  • Data Retention and Destruction Policy.

 

Version 1.0

Download Centrepay Complaints Policy

Acknowledgement of Country

Common Ground Queensland acknowledges the Turrbal and Jagera/Yuggera peoples as the Owners and Custodians of the land and waters we live and work upon.
 
We recognise and respect the historic and continued connection to land and water including the deep spiritual connection and relationship that First Nations people have to Country.
 
We recognise sovereignty was never ceded.
 
Common Ground Queensland acknowledges the ongoing impacts of colonisation on First Nations people and is committed to working in partnership with First Nations people to address the impacts of colonisation.