Here at Pacific Homecare (referred to in this feedback and complaints definition as “PHC”, “we”, “our” or “us”), value the experiences our customers and their surrounding family members have with our team. Feedback on our services is always encouraged as it provides the opportunity for our organisation to stay consistent with our duty and care.
Feedback
Feedback, also known as ‘The Voice of the Customer’, is information you share with us. Listening to and gathering your feedback provides greater insights for PHC. It could lead to vast improvements in processes and our service delivery across our organisation.
What is Customer Feedback?
Customer feedback is data formed from opinions you share with PHC regarding our services, our brand, or interactions with you. This is received often in the forms of our Support Worker app notes, customer surveys, social media conversations, online reviews, customer support phone calls and any other medium available for contacting PHC.
Why is Feedback Important?
Customer feedback is important to PHC as it contains a lot of valuable information that helps improve the standard and quality of our services. At PHC we strive to always look after our customers better. This can be greatly enhanced with the feedback you share with us.
Complaints
A customer complaint is when you, our customer, or provider, feel we have not met your expectations with the services we provide. We at PHC endeavour to deliver the best quality services possible. However, in circumstances where you find our service unsatisfactory or unacceptable, we would like to hear about it.
To lodge a complaint, we encourage our customers to gather all the relevant information and then complete our Complaint Form (click the button below).
If you do not have access or prefer a manual complaint form, then please call us on 09 274 9153 to request a form sent out to you.
All complaints received by us are investigated and followed up on in a timely manner.
Making A Complaint?
1. Complete the online complaint form.
2. Input all of your details and any supporting information.
3. The complaints team will receive your details and you will hear back from us within 5 working days.
Health and Safety
Pacific Homecare upholds health and safety as top priority for both our clients and staff. Any feedback that requires formal consideration is important and highly encouraged.
To submit feedback on a current or potential health and safety issue, click the link below to proceed with our process.