Client Care
Updates
Client Care information relating to case updates, including frequencies, communication methods, equality amongst update submission, and what to do if you don’t receive an update.
This information has recently changed as with the new client portal being released. Exciting times!
Frequently Asked Questions
How often will I receive updates on my case?
Updates are provided via our new client portal on a weekly basis. Should you wish to request an update in your portal, head to the ‘Updates’ page, and press the ‘Request An Update’ button.
Important Notice
Please note that where behaviours are identified with the intent of maliciously gaining more client care than other clients, we will act in accordance with our Risk Management Terms & Conditions.
How will I be notified of updates?
All updates are delivered exclusively via email. Once you submit the request an update form, our team will process your request and email you the latest information about your case.
Changing your contact preferences:
To change your contact preferences, you’ll need to send an email to us by emailing [email protected] ensuring to include your service number [CL/ XXXX] and also include your new up-to-date preference.
Can I request additional updates?
To maintain fairness, clients can submit the request an update form once per week. If you have urgent concerns, please contact us directly for assistance. You can, however, query an update for further information in your client portal.
Are updates provided equally to all clients?
Yes, all clients have equal access to updates by submitting the request an update form once per week. This ensures that every case receives the attention it deserves.
What if I don’t receive an update after submitting the form?
If you haven’t received an email response after submitting the request an update form, please email us at [email protected] and we’ll identify and resolve the issue.
You may not receive an update if:
- There isn’t an update to provide;
- Your service has been suspended; or
- We’ve already given you an update in that same week.
Do updates include all details about my case?
Yes, updates provided through our system are thorough and transparent, covering all relevant progress and next steps related to your case.
