Participants Rights and Responsibilities Policy

We are committed to protecting the rights, dignity, privacy and choice of every participant who receives support from us. We aim to provide support that is respectful, safe, inclusive and centred around each person’s individual needs, goals and preferences.

Your rights

As a participant, you have the right to:

• Be treated with dignity, respect and fairness.
• Be supported in a way that respects your culture, values, beliefs, identity and personal preferences.
• Make decisions about your supports and have choice and control over how those supports are provided.
• Receive clear information about the supports available to you, including any associated costs.
• Be involved in decisions about your support and care.
• Have your privacy and personal information protected.
• Feel safe and be protected from abuse, neglect, exploitation, discrimination and harassment.
• Have an advocate, family member, carer or other person of your choice involved in discussions about your support.
• Ask questions and receive information in a way that is easy for you to understand.
• Provide feedback, make a complaint or raise a concern without fear of being treated differently.
• Change or discontinue supports in accordance with your service agreement.
• Access your personal information and request corrections where appropriate.
• Receive support that promotes your independence, confidence and participation in everyday life.

Your responsibilities

We also ask participants to:

• Treat staff and other people with respect and courtesy.
• Provide accurate information that may affect the safe delivery of your supports.
• Let us know about changes to your needs, circumstances or support requirements.
• Participate in the development and review of your support arrangements where possible.
• Communicate any concerns, preferences or changes so we can respond appropriately.
• Provide a safe environment for staff when supports are delivered in your home or community.
• Respect agreed appointment times and provide reasonable notice where a support needs to be cancelled or changed.
• Follow the terms outlined in your service agreement.
• Respect the privacy, rights and personal space of other participants and staff.
• Raise any concerns as soon as possible so they can be addressed promptly.

Choice and control

You have the right to make decisions about your life and the supports you receive. We will provide information, discuss available options and support you to make informed decisions wherever possible.

You may involve a family member, carer, advocate, support coordinator or another trusted person in decisions about your supports if you choose.

Privacy and confidentiality

Your personal information will be handled respectfully and kept confidential in accordance with relevant privacy requirements. Information will only be shared where you have provided consent, where it is necessary for the delivery of your supports, or where disclosure is required by law.

Feedback and complaints

You have the right to provide feedback or make a complaint at any time.

Complaints will be taken seriously, handled respectfully and responded to as promptly as possible. Making a complaint will not affect the quality of the support you receive.

You may also choose to have an advocate or support person assist you during the complaints process.

Our commitment

We will work with you to ensure you understand your rights and responsibilities and feel comfortable speaking up about what matters to you.

Our aim is to create a respectful relationship where you feel heard, informed and involved in decisions about your support.