At Le Bon Care, we are committed to providing transparent and respectful disability housing and support services. This policy explains your rights when using Centrepay and how we handle any concerns you may have.

1. Your Rights as a Centrepay Customer

Using Centrepay to pay for your accommodation (Service Reason 1.2.2) or support services (Service Reason 1.2.3) is entirely voluntary.

• Choice of Payment: You do not have to use Centrepay. We accept other payment methods, such as debit card payments.
• Right to Change or Cancel: You can change, suspend (for up to 13 weeks), or cancel your Centrepay deduction at any time. You can do this yourself through Services Australia or ask us to do it for you.
• Informed Consent: We will only lodge a deduction if you have given fully informed consent. This means you understand the amount, frequency, and purpose of the payment before signing our Deduction Authority form.
• Access to Information: You have the right to request a running account of your payments and charges at any time. We will provide this to you within 20 business days of your request.

2. Our Complaints Process

If you are unhappy with how we have used Centrepay or how your payments have been handled, we want to know.

• How to Complain: You can make a complaint by calling us at 07 5546 1717, emailing us, or speaking to your support worker. We will provide any help you need to lodge your complaint, especially if you have specific accessibility or cultural needs. Alternatively, you can lodge a complaint online at leboncare.com.au/complaints
• What to Expect:
  • We will handle your complaint respectfully, confidentially, and impartially.
  • You will not experience any detriment or loss of service simply because you made a complaint.
  • We will provide a written response to your complaint as soon as practicable.
• Timeframes: We aim to resolve all Centrepay-related complaints within 10 business days of receiving them.
• Escalation: If you are not satisfied with our response, you have the right to take the matter further by contacting Services Australia or the relevant NDIS Commission/Ombudsman.

3. Further Information

For more details on how Centrepay works, you can visit the Services Australia website at servicesaustralia.gov.au/centrepay