Home and Community Care (HACC) Program-funded services must meet certain standards.
The rights and responsibilities here all relate to those standards.
Client rights
All clients have a right to:
- safe and high-quality care and services
- be treated with dignity and respect
- have my identity, culture and diversity valued and supported
- live without abuse and neglect
- be informed about my care and services in a way I understand
- access all information about myself, including information about my rights, care and services
- have control over and make choices about my care, and personal and social life, including where the choices involve personal risk
- have control over, and make decisions about, the personal aspects of my daily life, financial affairs and possessions
- my independence
- be listened to and understood
- have a person of my choice, including an aged care advocate, support me or speak on my behalf
- complain free from reprisal, and to have my complaints dealt with fairly and promptly
- personal privacy and to have my personal information protected
- exercise my rights without it adversely affecting the way I am treated.
Client responsibilities
Clients must:
- respect the dignity, culture and lifestyle of staff and other clients
- politely treat staff and other clients
- take responsibility for care decisions made with Aged Services staff
- support and cooperate with Aged Services to help them provide services safely, and
- provide a safe work environment for staff.
Aged Services responsibilities
Aged Services must:
- respect and improve clients' independence and dignity
- decide on client access to services based on need and the ability to meet that need
- let clients know about their service options
- let clients know their rights and responsibilities to Aged Services
- involve clients and carers in assessment and care plan decisions
- talk with clients before changing their services
- include and respond to all aspects of clients' diverse experiences and needs
- respond to carers' support needs
- let clients know about fees involved with any services
- let clients know the standards of service they receive
- make sure the client keeps getting the agreed services
- adapt to changing client needs
- maintain client privacy and confidentiality
- let clients access information from service providers
- let carers access client information from service providers, if carers are legal guardians or have client permission
- safely provide client services
- respect a client’s refusal of service
- make sure a client's refusal of service doesn't disadvantage them if they want to access it later
- deal with client complaints quickly, promptly and without punishment
- try to solve conflicts between carers and older clients, or younger person with disabilities
- respect client choice about involving a support person to represent their interests, and
- think about client experiences and views when you plan, manage and evaluate services.
Advocacy
An advocate is a friend, family member or independent person.
They speak or act for someone who needs support or can't communicate for themselves.
You have the right to an advocate, whether you're:
- receiving our services, or
- interested in our services.
If you want more information about advocacy, including finding an independent advocate, please contact us or:
Privacy and confidentiality
We respect your privacy and confidentiality.
We only collect personal information if it's necessary for services you receive.
We collect this information:
- fairly
- lawfully
- reasonably, and
- unobtrusively.
Your information will not be given to anyone else, unless:
- you agree, or
- the law requires (for example, a medical emergency).
We follow the rules of:
For more about privacy and information we collect, email connect@stonnington.vic.gov.au.
Feedback
Contact us to leave feedback. You can write to us in English or other languages.
Your feedback helps us make our services better for you.