Consumer Rights and Responsibilities

Consumer Rights

As a Consumer of Community Support Incorporated seeks to ensure that the following rights of Consumers are respected;

• The right to respect for their individual human worth and dignity.
• The right to be treated with courtesy.
• The right to be assessed for access to services without discrimination.
• The right to be informed and consulted about available services and other relevant matters.
• The right to be part of decisions made about their care.
• The right to choose from available alternatives.
• The right to pursue any complaint about service provision without retribution.
• The right to involve an advocate of their choice.
• The right to receive good quality services.
• The right to privacy and confidentiality, and access to all personal information kept about the Consumer.

Consumer Charter of Rights and Responsibilities

CSI’s Consumer Charter of Rights represents our commitment to the rights and needs of individuals using CSI services.

This Charter sets out your rights and outlines how you should be treated as an individual. The Charter also outlines how you can participate in decision-making and tells you your responsibilities as a Consumer.
The Charter also includes information on how you can provide comment, or make a complaint, and provides contact details of organisations that can help you do this.

What Rights do I have as a Consumer?

• To have the same fundamental rights as all members of society regardless of origin, nature, type and degree or effects of disability.
• To have privacy respected, and know that your personal affairs will not be discussed without your consent.
• To be provided with information and support to enable you to self manage your funding and support services by accepting the services of a CSI Support Worker, and having CSI administer a Consumer Service Agreement with that Support Worker.
• To fund your own support and lodge money with CSI, and/or have funds transferred from some other source of your choice (eg. any funds which might be held for your benefit by The Public Trustee or some similar entity).
• To choose your Support Worker(s) and investigate for yourself the relevant skills and experience of Support Workers who provide support services.
• By mutual agreement with the Support Worker ensure that the service is delivered in your home or in the community.
• To access and have present at any meeting an advocate or representative of your choice in relation to any complaint on the services received.
• To terminate an agreement and/or the services of a Support Worker at any time (and in that the Case Manager and CSI must be informed).
• To lodge a formal complaint with the appropriate body on the services you receive.

You have the right to-

Respect, Courtesy and Privacy

• You should be treated with respect and courtesy. These include respect for your personal privacy and know that your personal affairs will not be discussed without your consent.
• Services should take into account your cultural, religious, social and ethnic needs, values and beliefs.

Fair Treatment

• You should be free from discrimination on the grounds of age, gender, race, beliefs, marital or family status, employment, sexual orientation or disability.
• Services should be delivered without coercion, harassment or any form of exploitation.
• Dignity and Independence
• Services should be provided in a way that respects your dignity and independence.

Proper Standards

• Services should be provided with reasonable care and skill.
• Services should meet legal, ethical, professional and other relevant standards.
• Services should minimise potential harm.
• Providers should co-operate with each other to ensure you have quality of care.
• Effective communication
• Information should be given in a form, language and manner, which you can understand.
• You should be listened to.
• A competent interpreter should be available if you need one and if it is reasonably practicable.
• Communication should take place in an environment that supports open, honest and effective discussion.

Information

• You should be provided with information and support to enable you to self manage your funding and support services.
• You should always receive the following information:
• An explanation of the service you will receive
• Your options in how the service will be provided
• An explanation of any costs
• When the service will be provided
• Any information you need to make a decision
• Who to contact if you need help or there is a problem
• You should be given honest answers to your questions relating to services. This includes –
• The identity or qualifications of your Support Worker
• How to get another Support Worker or service
• How to get other advice or opinions
• Your choices and decisions
• You should be able to choose your Support Worker/s and investigate for yourself the relevant skills and experience of Support Workers who provide support services.
• You should receive a service only when you have made an informed choice and given your consent.
• You may refuse services and withdraw your consent without it affecting you receiving future services.
• You may change to another provider where it is practicable to do so.
• To terminate an agreement and/or the services of a Support Worker at any time

Support

• You may have a support person/s of your choice

Your complaints are taken seriously

• To access and have present at any meeting an advocate or representative of your choice in relation to any complaint on the services received.
• You may make a complaint in any form appropriate to you.
• You should be advised of our complaints and appeals procedure.
• You should be kept informed about the progress and outcome of your complaint.
• You should be advised of advocacy services available to you.
• You should not be adversely affected by complaining.
  

What Responsibilities do I have as a Consumer?

• To negotiate with the agency in relation to the continuation / renewal/review of support.
• To enter into an agreement with the Support Worker in consultation with CSI.
• To notify and/or negotiate with the Support Worker and or notify the Support Worker and Case Manager of any changes or cancellation to the agreement with the Support Worker, and to notify the CSI Consumer Services Officers of any such changes or cancellation.
• To sign whenever possible Support Worker invoices to ensure that the services provided on the dates stated were actually worked.
• To monitor your allocation (money and hours) to ensure that the expenditure does not exceed the amount allocated for the period in the agreement.
• To provide as far as is reasonably practicable a safe working environment for Support Workers.
• To not perform any immoral or illegal activity.
• To exercise your rights responsibly and reasonably.
• To provide accurate and complete information that a Support Worker needs regarding the service.
• To develop and maintain a work relationship with the Support Worker and to not overstep the boundaries of this relationship.
• To not request services of the Support Worker that are not part of the agreement.
• To notify CSI if you feel the Support Worker is overstepping the boundaries of the contracted relationship.
• To keep appointments with the Support Worker and inform them if unable to do so.

Click here to download this document as a PDF file :

Consumer Charter of Rights and Responsibilities

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