Delivering services with trust and respect

This page explains:

  • Your rights as a customer/consumer/client
  • Your rights to privacy
  • How to access the information EACH keeps on you
  • How to give feedback and to make a complaint.

Your rights as a customer/consumer/client

  • If you wish, you may bring someone to your sessions at EACH to help or support you. This could be a friend, a family member or someone from another service
  • If you are unsure about the information or advice a staff member has given you, you can ask to speak to someone else on staff
  • You can ask to be referred to a different service within EACH or outside of EACH
  • You can cease at any time the service you receive from EACH

Whatever service you access, we will:

  • Respect your needs
  • Provide you with information in the way that suits you best. This could be in the form of pictures, or written or spoken words
  • Help you to make the best choices for your needs
  • Make sure our staff have up-to-date training in the area of your needs
  • Tell you about other available services if EACH cannot help you

Interpreter services:

These are free and private. We are very happy to work with interpreters so if you or a family member or friend need an interpreter please let us know.

 

Your rights to privacy

When you start with a service at EACH you will be asked to give your consent for us to keep information about you and the service you use. This information is kept private and secure; only the people who work with you are able to see it. When this information is no longer needed by EACH it is destroyed using legal guidelines.

You will also be asked for your consent if:

  • Staff refer you to a service outside of EACH
  • A staff member wishes to talk to a member of your family
  • You are willing for students working at EACH to sit in on your sessions with a staff member. Nothing will change if you say no to this

EACH staff do not need your consent in the following situations:

  • If they speak to another EACH staff member about the best service for you
  • If they are concerned about your health, safety or wellbeing
  • If a court of law asks EACH for information about you
  • If a legal guardian or carer asks for information about the EACH services you access

A full copy of the EACH Privacy Policy is available on the Policies and Statements page on our website.

Getting the most out of EACH

When you become a customer of an EACH service:

  • Answer all the questions you are asked as this will help staff find the best service for you
  • Arrive on time for your program or service
  • Let EACH know if you need to cancel or change your session time
  • Keep private what other people may share in group sessions
  • Observe EACH health and safety rules. This includes NO SMOKING inside or outside of all EACH premises

How to access the information EACH keeps on you

If you wish to access the information that EACH has on record for you, ask the staff member you are seeing at EACH. If they are unable to help you, you can consult the EACH Privacy Officer. The Privacy Officer will provide you with the appropriate forms to fill in and set in motion the process for accessing your information. This could take some time.

EACH Privacy Officer:

Mail: 2/254 Canterbury Road, Bayswater North, 3153 VIC

03 8720 1100
privacyofficer@each.com.au

If you are deaf, or have a hearing or speech impairment, contact us through the National Relay Service. For more information, visit: www.relayservice.gov.au.

Data reports

EACH is required to provide government departments such as the Victorian Department of Health and Human Services and the National Disability Insurance Agency (NDIA) information to plan and monitor how services are run. No information that will identify you as an
individual is given out.

Questions

If you have any questions about the information in this brochure contact the EACH Customer Liaison Officer.

How to give feedback and to make a complaint

EACH wants to know when our services suit your needs and are helpful and also where you think we could improve. If you are not happy about any service or the way a staff member may have treated you, please tell us.

If appropriate you can talk to the staff member in question or to our Customer Liaison Officer or you can fill out a feedback form.

EACH Customer Liaison Officer
1300 003 224
feedbackandcomplaints@each.com.au
www.each.com.au

External Complaints Officers

If you are unhappy with how EACH staff managed your complaint, you can also contact:

Commonwealth Ombudsman
1300 362 072

(Calls from mobile phones at mobile phone rates)

Indigenous
1800 060 789

(Calls from mobile phones at mobile phone rates)

Aged Care Complaints Commissioner
1800 550 552
enquiries@agedcarecomplaints.gov.au

Victoria

Health Complaints Commissioner
1300 582 113
hsc@health.vic.gov.au

Disability Services Commissioner
1800 677 342
complaints@odsc.vic.gov.au

Mental Health Complaints Commissioner
1800 246 054
help@mhcc.vic.gov.au

Community Housing Complaints (Housing Registrar)
03 9651 1402
housingregistrarcomplaints@dtf.vic.gov.au

New South Wales

Health Care Complaints Commission
1800 043 159
hccc@hccc.nsw.gov.au

Ombudsman New South Wales
1800 541 524
nswombo@ombo.nsw.gov.au

ACT

ACT Human Rights Commission
(02) 6205 2222
human.rights@act.gov.au

Queensland

Office of the Health Ombudsman
133 64
complaints@oho.qld.gov.au

Tasmania

Health Complaints Commissioner
1800 001 170
health.complaints@ombudsman.tas.gov.au