Our customer service charter

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.