Consumer service charter

When you are in contact with UCWB, we will:

  • Be polite and treat you with respect at all times.
  • Treat you fairly and without discrimination.
  • Inform you of your rights and responsibilities.
  • Protect your privacy and confidentiality.
  • Provide a safe and reliable service.
  • Respect your personal, cultural and spiritual beliefs.
  • Arrange an interpreter, if you need one.
  • Encourage you to make decisions about your services.
  • Help you to use our services.
  • Support you to connect with other services, if needed.
  • Support you to maintain and strengthen family and community networks.
  • Make it easy for you to contact us.
  • Do what we say we will do.
  • Communicate openly, honestly and in a timely manner.
  • Tell you how to provide feedback or make a complaint.
  • Ensure the rights of children are upheld.
  • Recognise the role of carers and include them in decision making.

You can help us provide a quality service if you, or your support person:

  • Provides us with complete information about yourself and your situation.
  • Tell us if things change or you cannot keep an appointment or commitment.
  • Act respectfully towards other consumers, staff and volunteers.
  • Provide us with feedback about our service.
  • If we provide services in your home, make sure your property is safe for our workers.