Participant Rights and Responsibilities
All Community Access participants have the right to:
- Dignity, respect, independence, individuality, and freedom of expression
- Personal privacy in all communications and assurance of the confidentiality of any personal information kept by the service
- That we will only provide personal information to other parties that is relevant to the services being provided
- To be treated fairly without discrimination related to gender, race, culture, nationality, creed, political affiliation, sexual preference, previous criminal record or public assistance status
- To have freedom of choice about the services they receive in a supportive, safe and secure environment
- Support which responds to their individual and cultural needs
- Access to an interpreter if required
- Access to a range of quality services and opportunities
- To be involved in consultation about the service
- To be given regular opportunities to provide feedback about the programs and services available and the quality of the support being provided
- To be able to raise concerns and make a complaint about the programs, services or support provided
- Access to an advocate, if requested, to assist with raising any concerns about the service
- To be supported with an active referral to an alternative service provider if we are unable to provide appropriate support.
All participants of Community Access are required to:
- Respect the rights of other clients, staff, programs and services
- Accept responsibility for personal decisions and actions
- Work collaboratively with staff to meet program and service requirements
Collection of Personal Information
Personal information means information or an opinion whether true or not, which identifies a person. It may include sensitive information (e.g. ethnicity, sexual preference or health information).
Personal information is collected only to provide appropriate support to you and to connect you to services most appropriate for your needs. We will always keep your personal information safe and will only collect information that is necessary to our services.
Information relevant to providing reasonable and necessary supports in a safe and appropriate manner will include your name, age, address, gender, and disability and will be added to a database and will be accessible whenever you contact us.
Sometimes your personal information may need to be shared with other services, i.e. your health providers, government departments, or other service providers. Information will only be shared with your consent or in compliance with privacy law.
Under privacy law you can choose to withhold personal information, however providing certain information is essential, because without it the service is unable to provide safe, effective and ongoing support to you.
You have the right to view your personal information and to correct anything that is inaccurate, incomplete or out of date.
If you wish to view your personal file, ask your Support Worker or Group Facilitator. In most instances the support worker will show you the file. If you feel that any of the information contained in your file is incorrect you can ask your support worker to correct it, however we are unable to erase or destroy the file completely due to legislative requirements.
If you would like a copy of your file, you must apply in writing to our Main Office. Your support worker or group facilitator can help you to write a letter. The letter should be addressed to:
Administration, Community Access, PO Box 5026, East Geelong, VIC, 3219
How to Raise Concerns and Make a Complaint
If you believe your privacy has been breached, you should first speak to your support worker or group facilitator. If you are not satisfied with the response, then write to (please give time for a response):
Administration, Community Access, PO Box 5026, East Geelong, VIC, 3219
Phone: (03) 5222 4102 Email: admin@communityaccess.net.au
If you are still unsatisfied with the response then you can raise your concerns with:
Victorian Privacy Commissioner, Level 6, 121 Exhibition St, Melbourne 3000
Phone: 1300 666 444 Email: enquiries@privacy.vic.gov.au
If you have concerns about the service or support provided to you, or how you have been treated, please take the time to raise your concerns or make a complaint. Your opinion is important, it can help us to make changes so that we continue to provide high quality support.
All complaints are treated confidentially. Making a complaint will not affect in any way your access to support.
How to Raise Concerns or Make a Complaint
Step 1 If possible, raise any concerns directly with your support worker or group facilitator. You can bring a friend or advocate to help if you want.
Step 2 If you feel unable to raise the concerns directly with your worker or you are not satisfied with their response, you are encouraged to contact our Head Office. Your Support Worker can make an appointment or you can personally ring us on (03) 5222 4102. We will call you back to make an appointment to discuss your concerns in person. You can bring a friend or advocate at this meeting too.
Step 3 If you are still not satisfied after speaking with our Admin Team, you can make a complaint in writing to the address details below. Our staff can arrange for someone to assist you with writing the letter, if needed.
Administration, Community Access, PO Box 5026, East Geelong, VIC, 3219
Phone: (03) 5222 4102 Email: feedback@communityaccess.net.au
Advocacy Assistance
This is a confidential & independent service, which provides free support and advocacy to people wishing to make a complaint about the services they are receiving, or who require some assistance to do so. If you feel that you need someone to help you lodge a complaint, they can assist you to make a complaint.
The names and contact details of various advocacy services can be found in the phone book, on the internet, or a short list is available on our website. This list is provided as a courtesy and is not intended as a recommendation of services.
Suggestions regarding programs and services can be made on our feedback form and given to a staff member, group facilitator, or posted or emailed to us on the details below:
Feedback, Community Access, PO Box 5026, East Geelong, VIC, 3219
Phone: (03) 5222 4102 Email: feedback@communityaccess.net.au