Our service standards

Rights and responsibilities

Services funded by the Home and Community Care (HACC) Program are required by the government to maintain certain standards to provide quality care. The rights and responsibilities below are all related to those standards.

Client rights

All clients have a right to:

  • respect for their individual human worth and dignity
  • be treated with courtesy
  • be assessed for access to services without discrimination
  • be informed and consulted about available services and other relevant matters
  • be part of decisions made about their care
  • choose from available alternatives
  • pursue any complaint about service provision without retribution
  • involve an advocate of choice
  • receive good quality services
  • privacy and confidentiality, and to be able to access their personal information kept by Aged Services
  • re-apply for access to services provided by Aged Services if services were previously declined
  • access services in a safe, inclusive manner. 

Client responsibilities

Clients are required to:

  • respect the human worth, dignity, culture and lifestyle of the service staff and other clients
  • treat service staff and other clients with courtesy
  • take responsibility for the results of any decision made with Aged Services staff about their care  
  • support and co-operate with staff from Aged Services to assist and provide services  
  • provide a safe work environment for staff and help them to provide services safely.

Aged Services responsibilities

Our responsibilities are to:
  • enhance and respect the independence and dignity of the client
  • ensure that client access to a service is decided only on the basis of need and the capacity of the service to meet that need
  • inform clients about options for service support provided by Aged Services
  • inform clients of their rights and responsibilities in relation to services provided by Aged Services 
  • involve the client and carer in decisions on the assessment and care plan 
  • negotiate with the client before a change is made to the service being provided
  • be inclusive and responsive to the diverse social, cultural, sexual orientation and gender identity, lifestyle, experiences and needs of clients  
  • recognise the role of carers and be responsive to their need for support 
  • inform the client about the service to be delivered and any fees charged  
  • inform the client of the standards to expect in relation to services they may receive
  • ensure that the client continues to receive services agreed with the provider, taking the client’s changing needs into account
  • respect and uphold the privacy and confidentiality of the client
  • allow the client access to information held by the service provider 
  • allow the carer access to information held by the service provider about the client where the carer is the legal guardian or has been so authorised by the client
  • deliver services to the client in a safe manner 
  • respect a client’s refusal of a service and to ensure any future attempt by the client to access a service provided Aged Services is not prejudiced because of that refusal  
  • deal with client’s complaints fairly and promptly and without retribution 
  • mediate and attempt to negotiate a solution if conflict arises between the carer and the older person or younger person with a disability  
  • accept the client’s choice and involvement of an advocate to represent his or her interests
  • take into account the client’s experiences and views when planning, managing and evaluating service provision.

Advocacy 

An advocate is a friend, family member or independent person who speaks or acts on behalf of someone who may need support or is unable to communicate for themselves.

Any person receiving or interested in receiving our services has the right to involve an advocate for assistance for representation.

For further information regarding advocacy, including details on how to access an independent advocate, please contact us or any of the following organisations:

Privacy and confidentiality

We fully respect your right to privacy and confidentiality.

Personal information is only collected if it is necessary for the service you have agreed to receive. We collect this information by fair and lawful means and in a reasonable and unobtrusive way. This information will not be released to any other party unless agreed to by you or if the law requires (such as in an medical emergency.)

We comply with obligations under the:

For more information about our Privacy Policy or the information we collect, please contact us.

Feedback

Contact us to leave feedback directly, or via an advocate. We also welcome written feedback in languages other than English. 

We value all feedback as it provides important information about the quality of our services and our ability to meet your needs.