Rights & Responsibilites
Your rights
As a client of ACH Group you have the right :
- to be treated with respect, consideration and courtesy
- to nominate someone to represent you
- to determine with the Coordinator what you need to remain independent.
- to choose which services, if any, you would like to use
- to receive services without discrimination
- to have your information remain confidential
- to know why information is being collected and, with your consent, with whom that information might be shared
- to be consulted on the way the service is delivered
- to know that you can complain and be heard
Your responsibilities
As a client of ACH Group, you are responsible for:
- treating our staff and volunteers with respect, consideration and courtesy
- canceling appointments or classes (as early as possible)
- advising staff of changes in your circumstances
- informing staff about your personal preferences
- advising staff of any hazardous situations
- being accountable for your own health and lifestyle management
- following through with planned action agreed upon between yourself and the Coordinator
- paying scheduled fees (if applicable) on time*
* If you would like information on our policy on fee capping or waiving for services please speak to the person providing your service or contact ACH Group head office.
If you have a grievance
ACH Group values your comments, compliments and complaints and uses these to constantly improve our services.
You have the right
- to have any complaint dealt with in a fair, non-discriminatory manner
- to have all complaints treated confidentially.
- to be provided with an interpreter if required.
- to have your complaint acted upon promptly and be advised of the response time and outcome.
- to have an advocate take up matters on your behalf.
If you have a grievance please bring it to the attention of the person providing your service
If your grievance is not dealt with promptly or to your satisfaction you can speak to their manager.
If your grievance is still not resolved to your satisfaction there are a number of options you can take which we are happy to give you information about.
Your privacy
ACH Group follows the Privacy Act 1988. We collect information about your health and requirements to ensure we provide you with the right service.
We ensure your information is kept secure, confidential and give you the opportunity to access your own file. We also collect information for reporting purposes. We may contact you for feedback on our services to ensure our service remains of the highest quality.
For more information please ask our staff for a copy of our Privacy Statement.
