Client Charter: Your Rights and Responsibilities
Your Rights
Your right to be treated well
We will treat you with respect and dignity.
• We will treat you fairly and speak honestly.
• We will protect your personal information and only use it for the right reasons.
We will provide good quality services that suit your needs, age, lifestyle and cultural background.
Keeping Your Information Safe
Keeping it safe
We will protect your information and only use it for the right reasons, and only show the right people.
The people who work with you need to see your information. It helps them deliver better services. We will only share your information if:
• You give permission to share it, or
• We are very worried about your safety, or
• If the law requires us to share it.
You can see your information too. Just ask us.
Your right to participate
You have the right to a safe and comfortable place to use the service.
• You have the right to make choices and decisions about the services you receive.
• You have the right to the information you need to make good choices.
• You have the right to have someone help you make the best choices – an advocate or support person.
• You have the right to get help accessing services in the community.
Your right to participate
You have the right to complain about the service.
• You have the right to a reply as quickly as possible.
• If you still are not happy, you have the right to complain again, or talk with the NDIS Commission.
Your Responsibilities
You can help
• Make sure to update your contact information as it changes.
• Keep your appointments – or let us know if you can’t.
• Choose someone to support you make decisions – an advocate, friend or family member.
• Treat other people with fairness, honesty and respect.
• Respect other people’s right to a safe and comfortable environment.
• Respect other people’s right to privacy and confidentiality.
• Give us honest feedback about our services.
Client Charter
We will listen to you and work with you.
By working together, you will receive the best service possible.
You have rights: to be treated well, to participate fully, to speak out.
If we forget this, or treat you badly, you have the right to complain.
This information is taken from the Client Rights and Responsibilities Policy and Procedure. If you wish to read the entire policy, we are happy to provide a copy. Just ask.
It’s Okay to Complain
If we didn’t respect your rights, tell us.
Write to us: Little Birds Allied Health, 325 Balwyn Rd, Balwyn North, VIC, 3104
Email: info@littlebirdsspeech.com
Phone: (03) 9001 6380
Contact the NDIS Commission:
Web: www.ndiscommission.gov.au
Phone: 1800 035 544
TTY: 133 677.
Interpreters can be arranged.
Advocates can help you complain
The National Disability Advocacy Program can help you work with an advocate.
Email them at:
OR write to:
Disability, Employment and Carers Group
Department of Social Services
GPO Box 9820
Canberra ACT 2601
OR search "disability advocate" online.