Housing: (07) 5482 8959 | Youth: (07) 5482 6188 | Erin House: (07) 5482 7973
Client Services Charter 2017-06-01T16:40:17+00:00

WHAT YOU CAN EXPECT FROM US

 

Your Rights

We will uphold your rights as a client of this service. Please refer to our Statement of Consumer Rights & Responsibilities for specific information regarding your rights.

Quality Responsive Services

We will attend to you as quickly as we are able. This means that:

  • We will answer the phone promptly and return messages promptly
    • If the person you talk to cannot assist or answer your enquiry, they will direct you to someone who can give you an appropriate response
    • 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.

Fair and Equal Services

Our staff is aware of the cultural diversity of our community. We will provide services in a fair and equitable way.

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, we will do our best to refer you to someone who can.

Confidentiality/Privacy

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 by law or have a duty of care to release your information without your consent.

 

HOW YOU CAN ASSIST US

 

Tell us your needs

Help us to understand your needs so that we can give you the best possible service. You can do this by talking with our staff. We will listen to you.

Tell us if things change for you

Please tell us if there are changes we should know about, for example, changes to your contact details.

Tell us how we are doing

If something happens that you like or do not like about our service, please let us know. You can do this by talking with a worker or by filling in a confidential Feedback Form when available. We want to ensure your issues are heard.