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CLIENT SERVICE CHARTER

Our client service charter outlines the standard of service you can expect from us:
 
Quality responsive services:
  • We will answer the phone promptly.
  • An experienced and qualified counsellor will respond to your call. If the counsellor is unable to assist you they will put you in touch with someone who can give you an appropriate response.
  • We will respond to all your letters and emails.
  • If you lodge a complaint, we will work with you to understand and address your concerns.
 
Courtesy and respect:
  • We will treat you with courtesy and respect at all times.
 
Fair and equal services:
  • Our staff are aware of the cultural diversity of our communities and we will provide services in a fair and equitable way. As we want everyone to be treated fairly, we will ensure we have premises and facilities that you can access easily.
 
Accountability:
  • You will receive up-to-date and accurate information. Whenever possible our staff will explain the decision-making processes as they impact on you. If we cannot assist you, we will do our best to refer you to someone who can.
 
Confidentiality:
  • We will treat your personal and confidential information with sensitivity. We will collect, store and use your personal and confidential information responsibly. Please note that in some circumstances we may be required to release your information without your consent.
 
Client rights:
  • To live without fear of violence or abuse.
  • To have your experiences of violence and abuse heard and believed.
  • To be treated with respect, dignity and sensitivity and have your safety concerns taken seriously.
  • To be treated as an individual with your own unique needs and experiences and to have access to services which respond to your specific needs.
  • To receive information that is accurate, timely and easy to understand.
  • To identify and express your needs and make your own decisions in a supportive and non-judgmental environment.
  • To access services in an environment that prioritises your safety.
  • To be assisted to access a range of services and supports appropriate to your needs.
  • To obtain a free quality service regardless of your cultural or linguistic background, age, sexual preference, disability, mental health issue, economic status, religious or other affiliation or individual difference.
  • To know the Organisation's limitations on confidentiality and privacy.
  • To be assisted to advocate for your rights and the rights of your children or to request that a worker advocate for your rights on your behalf.
  • To provide feed-back on services received without fear of negative repercussions and to contribute ideas that could improve the service.
  • To be able to complain about any service received and to have the issue responded to and resolved in good faith and with the participation of all parties involved where this is appropriate.
  • To have access to professionally qualified and experienced workers.
  • To expect that your personal information be protected against unauthorised use or disclosure.
  • To request information on the Organisation's policies.
  • To have organisations involved in responding to domestic and family violence work professionally with each other to assist you and to enhance your safety.
     
Client responsibilities:
  • To respect the policies of the organisation and negotiate with the organisation if specific policies are in conflict with your needs.
  • To preserve the confidentiality, security and safety of staff and other women and children who use the service.
  • To treat other women and children who use the service and staff with respect and dignity.
  • To care for and supervise any children accompanying you to the service.

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