Our customer service charter

About us
CUSTOMER SERVICE CHARTER 

Our customers are at the heart of everything we do.

We are committed to:

  • Providing the highest quality services that we can.
  • Working with you to make sure you get the support that is available and right for you.
  • Being polite and treating you with respect at all times.
  • Treating you fairly and without discrimination.
  • Informing you of your rights and responsibilities.
  • Protecting your privacy and confidentiality.
  • Providing a safe and reliable service.
  • Respecting your personal, cultural and spiritual beliefs.
  • Arranging an interpreter, if you need one.
  • Encouraging you to make decisions about your services.
  • Helping you to use our services.
  • Support you to connect with other services, if needed.
  • Supporting you to maintain and strengthen family and community networks.
  • Making it easy for you to contact us.
  • Doing what we say we will do.
  • Communicating openly, honestly and in a timely manner.
  • Telling you how to provide feedback or make a complaint.
  • Ensuring the rights of children are upheld.
  • Recognising 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.
  • Tells us if things change or you cannot keep an appointment or commitment.
  • Acts respectfully towards other consumers, staff and volunteers.
  • Provides us with feedback about our service.
  • Making sure your property is safe for our workers, if we deliver our services in your home.

“We’re here to listen and to help. Call us on 8245 7196, or get in touch to request a callback