Complaints and feedback

At CTP Care we’re here to help and we value what you have to say about the quality of our service. If we’ve exceeded your expectations, or we haven’t met them, please contact us straight away.

Providing feedback or complaints will not affect your relationship with us or the services we pay for. Sharing your experience can help us fix problems and improve the services we provide.

How to provide feedback and complaints

  1. Talk with your CTP Care contact

    If you’re unhappy about something or wish to make a complaint, talk with your CTP Care contact, because they may be able to sort out your concerns immediately.  

    Phone: 1300 738 586
    Email: care-requests@icare.nsw.gov.au
    Fax: 1300 738 583
    Online form: Complete an icare Feedback and complaints form
    Mail:
    CTP Care
    GPO Box 4052
    Sydney NSW 2001

  2. Talk to our Assessment Review team

    If you feel unhappy with the response you receive from your CTP Care contact or you’d prefer to speak to someone else, contact our Assessment Review team using the details below:

    Phone: 1300 738 586
    Email: feedback.care@icare.nsw.gov.au
    Mail:
    Assessment Review Team
    CTP Care
    GPO Box 4052
    Sydney NSW 2001

What happens next?

  1. We aim to get back to you within two business days of receiving your feedback.
  2. We'll let you know the actions we're taking and keep you updated throughout the process.
  3. We'll provide you with a written response as soon as we can (this may take up to 20 business days).

    The response will explain our decision, including: the outcome, reasons for our decision and actions we've taken while investigating your complaint.

  4. If you're unhappy with our response to your feedback, contact our Assessment Review team to request a further review.

More help

For more details about our process for managing feedback and complaints, download our Feedback and complaints information sheet available below.

Independent Review Office and NSW Ombudsman

You can also make a complaint to the Independent Review Office or the NSW Ombudsman at any time.

 

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