Rights of the carer

To be treated as in Individual

In providing support to carers, we aim to respond to the individual social, cultural, and physical needs of carers to provide information necessary in making decisions that affect them.

Privacy and Confidentiality

Carers can expect to be treated with dignity & respect and to have their privacy protected in line with the Privacy Act and Guidelines. They will have free access at all times to information that is held by us about them. Carers can expect that their permission will be obtained before that information is shared with any other agencies.

Interpreter/Translator

Carers are entitled to request an interpreter or translator to assist them in understanding and accessing services.

Information

Carers have the right to information that will enable them to make informed choices, information about their rights and the range of services available to them.

Participation & Consultation

Carers can choose which services are provided to them, including the right to refuse services without fear or retribution. Carers have the right to be informed and consulted about any change to the services provided to them.Carers have a right to express their views regarding the planning, managing & evaluating of our service provision, and for those views to be taken seriously.

Making a Complaint

Carers are entitled to complain to us if they are unhappy with the way they have been treated, and to have any dispute or complaint dealt with fairly, confidentially and without retribution.

To an Advocate of Your Choice

If a dispute does arise, carers are entitled to be provided with access to information on where to obtain advocacy services and to appoint an advocate to speak on their behalf and/or support the carer through the mediation process.

Anti discrimination

Carers will not be discriminated against in any form and will be provided with assistance and support if an instance occurs whereby they feel challenged or are discriminated against. Carers will be provided with access to information regarding anti-discrimination, sexual harassment and abuse.

Responsibility towards carers

Our organisation has the following responsibilities to its clients:

• To provide services in a confidential and safe manner.
• To provide a service that is free of prejudice and responsive to diverse social, cultural and physical experiences, needs of carers and the person for whom they care.
• To use an interpreter/translator at the request of the carer.
• To clearly state to the carer the possibilities and limitations of our service.
• To have and maintain a complaints procedure and to ensure that carers are made aware of it.
• To deal with a carer’s complaints fairly and promptly without retribution.
• To allow the carer, and the person cared for, access to information held by us about them.
• To take carers ’views into account when planning, managing and evaluating service provision.
• To maintain our commitment to the safety and well being of all children and young people who use our services through our workers treating them with respect

National Service Standards

Service providers have a responsibility to provide services in accordance with the following service standards objectives.

1.ACCESS TO SERVICES

To ensure that each consumer’s access to service is decided only on the basis of relative need.

2.INFORMATION AND CONSULTATION

To ensure that each consumer is informed about his or her rights and responsibilities and the services available, and consulted about any change required.

3.EFFICIENT AND EFFECTIVE MANAGEMENT

To ensure that consumers receive the benefit of well-planned, efficient and accountable service management

4.CO-ORDINATED PLANNED AND RELIABLE SERVICE DELIVERY

To ensure that each consumer receives coordinated services that are planned, reliable and meet his or her ongoing specific needs.

5.PRIVACY, CONFIDENTIALITY AND ACCESS TO PERSONAL INFORMATION

To ensure that each consumer’s rights to privacy and confidentiality are respected, and he or she has access to personal information held by the agency.

6. COMPLAINTS AND DISPUTES

To ensure that each consumer has access to fair and equitable procedures for dealing with complaints and disputes.

7.ADVOCACY

To ensure that each consumer has access to an advocate of his or her choice.