This page explains:
- Your rights as a customer/consumer/client
- Your rights and responsibilities as a customer of EACH
- Respecting your privacy and accessing information
- How to provide feedback
Your rights as a customer/consumer with EACH:
- You can bring a support person to your sessions at EACH if you like. This could be a friend, a family member, or a person from another service.
- If you are unsure about the information or advice provided, you can ask us to provide further assistance to help you understand.
- You can ask for a referral to a different service, either within or outside of EACH.
- You can stop services received from EACH at any time (providing your agreement does not state otherwise).
- To receive safe and quality services from trained and experienced staff.
When you start services with EACH you should be advised of the following:
- The option to remain anonymous.
- Making a complaint does not affect the services we provide you at EACH.
- Your right to use an advocate or support person throughout the complaints process.
Whatever service you access, we will:
- Respect and recognise your needs, your culture, identity, beliefs and choices.
- Provide you with clear information in the way that suits you best.
- Work with you to assess your needs and decide the services that will help you achieve your goals.
- Ensure our staff are skilled and trained for their position.
- Tell you about other services if EACH is unable to help.
- Encourage you to ask questions and share information for a positive outcome.
Getting the most from your engagement with EACH:
As a customer of an EACH service, you have a responsibility to:
- Arrive on time for your program or service.
- Let EACH know before your appointment, where possible, if you need to cancel or change an appointment.
- Be respectful to staff and other customers – aggressive or offensive behaviour is not tolerated and may lead to your services being stopped.
- Help staff find the best service for you by providing the information we ask of you.
- Accept there may be limits to the services that EACH can provide.
- Observe EACH health and safety directions and respect that our environment is smoke-free.
EACH respects your right to privacy*
- When you request a service at EACH you will be asked to give your consent for us to keep information about you and the service(s) you use.
- We have policies on how we collect, use, store and share your information.
- The information we collect assists us to keep current details about you and your needs so we can provide services for you in the best possible way.
- If you decide not to share some of your information, which is your right, it may impact our ability to provide you with the services and programs best suited to you.
*You can see the EACH Privacy Policy here.
How will your information be protected?
- The privacy of your information is protected by law, and EACH implements strategies to keep your information safe.
- Your records are only used by the staff who are working with you, and EACH uses the information only to provide you with the best care and services.
- If we need to refer you to a service outside of EACH, we will ask your consent to share your information.
- EACH may disclose your information where it is required or authorised by law.
- EACH has a legal duty of care and may need to share information if the health, wellbeing or safety of you, or a child, is at risk.
EACH may be asked to provide information to external agencies such as the Department of Families, Fairness and Housing (DFFH) and the National Disability Insurance Agency (NDIA) to assist in the planning and monitoring of our services. Any information provided has your name removed for your privacy.
You can get a copy of your information at any time by filling out an EACH Request Form and providing proof of identity. You can learn more about this from the person you see at EACH or contact the EACH Privacy Officer at privacyofficer@each.com.au.
Complaints, Compliments and Comments/Suggestions
EACH is committed to providing service excellence and we welcome your feedback about a great service received, a complaint or areas for improvement, or to assist us with ongoing quality improvement. You can make the complaint or someone else can do it on your behalf – eg. a support worker, family member, or friend.
You can provide feedback:
- In person at one of our sites
- Call us on 1300 003 224
- Via our online feedback form here
- Letters or other written communication
- Email at feedbackandcomplaints@each.com.au
- Speak with an EACH staff member
Questions?
If you have any questions about the information on this page, please contact the EACH Customer Relations Coordinator at feedbackandcomplaints@each.com.au.
External Complaints Agencies
If you are unhappy with how EACH staff managed your complaint, you can also contact:
Commonwealth Ombudsman
1300 362 072
Indigenous – 1800 060 789
Aged Care Quality and Safety Commission
1800 951 822
info@agedcarequality.gov.au
agedcarequality.gov.au/making-complaint/lodge-complaint
National Disability Insurance Agency
1800 800 110
feedback@ndis.gov.au
NDIS Quality and Safeguard Commission
1800 035 544
ndiscommission.gov.au/participants/participants-make-complaint
Victoria
Health Complaints Commissioner
1300 582 113
hcc.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) 7005 8984
housing.vic.gov.au/feedback-complaints-appeals
OVIC
1300 006 842
ovic.vic.gov.au
New South Wales
Health Care Complaints Commission
1800 043 159
hccc@hccc.nsw.gov.au
Ombudsman New South Wales
1800 451 524
ombo.nsw.gov.au
ACT
ACT Human Rights Commission
(02) 6205 2222
human.rights@act.gov.au
hrc.act.gov.au
Queensland
Office of the Health Ombudsman
133 646
www.oho.qld.gov.au
Customer Advocacy
You can find customer advocacy information here.
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.
