How long will it be before you respond to my queries?
Our goal is to answer any general hotline queries at the time the call is received. If we are unable to answer your query at the time you call, we will endeavour to provide a response to your queries within 24 hours from the time that you called.
We aim to respond to all general email queries within 24 hours from the time the email was received.
Requests for a more tailored level of assistance will be confirmed within 2 working days from the receipt of all relevant information. Assistance will be scheduled for a mutually convenient time.
How many queries can I raise?
There is no limit to the number of queries that an approved provider can raise.
Can I ask some general queries and then ask some more detailed queries?
Yes. You can raise your general queries through our hotline or via the TBAS email. You will need to complete an application form to request a more tailored level of assistance for detailed or complex queries and these services will be subject to a prioritisation process.
How will you assess my application?
Criteria have been established to prioritise services to residential aged care service providers that are considered to be in the greatest need and who may have the greatest impact from the accommodation payment reforms. The prioritisation methodology considers:
- the average facility size of a provider
- the number of facilities operated by a provider
- the location of residential aged care facilities
- the relative importance of bonds to your organisation’s financing, and
- a providers liquidity.
How long will the hotline operate for?
It is anticipated that the hotline will be open until at least 30 June 2015.
What can I do if I am unhappy with the way my application has been assessed?
You can lodge a complaint about the way your application has been assessed. Making a complaint will not result in any adverse repercussions for the complainant. Your complaint will go to the TBAS Project Coordinator and they will contact you to discuss the next steps which will include an independent assessment of your application.
Complaints should be made in writing to:
The TBAS Project Coordinator
PO Box 7396
Canberra Business Centre ACT 2610
How will KPMG manage my information?
KPMG respects your privacy. We manage personal information in accordance with the Australian Privacy Act and we will use your personal information to process your request, to maintain our contacts database, to contact you about KPMG’s TBAS services and for other business related purposes. We may disclose this information to our service providers on a confidential basis. We will provide the Department of Social Services with information about which providers applied for and received services, but we will not provide identified financial information about your financial position, business model, queries or advice delivered. You may access the personal information that we hold about you by contacting the National Privacy Officer at firstname.lastname@example.org or on +61 3 9288 6068.