Client Rights & Responsibilities

Consumer Rights and Responsibilities

You have a range of rights and responsibilities when you do business with us.

You have the right to:

• Be treated with dignity and respect

• Receive safe, reliable and quality support that is responsive to you and your carer’s needs, and that respects your independence, lifestyle, culture and preferences

• Be involved in all decisions that affect you.

• Privacy and confidentiality. No information about you will be provided to anyone outside of CCNB without permission, except as required by law.

• Access all information about you that is held by CCNB, and to request amendment to your records should you feel that they contain inaccurate information.

• Complain or express your concerns about any aspect of service delivery, without fear of losing the service or suffering any recriminations. You have the right to have complaints dealt with fairly and promptly, within five days of drawing them to the organisation’s attention.

• Choose an advocate to speak on your behalf for any purpose.

• Access the organisation’s annual and most recent financial statements on request, and/or the right to access financial details of the specific support that you receive.

• Access the organisation’s Policy and Procedure Manual on request.

When you pay for a product or service yourself, as an NDIS participant, or through your state or territory’s disability support system – you have consumer rights. Australia’s consumer protection agencies offer resources designed to help you understand and use your rights:

When you receive support from CCNB, you have responsibilities including:

• Letting us know if you are not going to be at home when a service provider is due to visit.

• Acting in a way that respects the rights of others.

• Acting in a way that respects the diversity of culture, religion, gender, age and sexuality of the staff at CCNB or other support workers.

• Taking responsibility for decisions you make.

• Providing us with the information we need to provide you with the support you need.

• Not smoking whilst staff are in your home.

For specific rights and responsibilities relating to your service or program, please refer to your Client Agreement or contact us.