Your rights and responsibilities when dealing with us

Our commitment to our clients

We assist communities, families, children and individuals to achieve their potential. This takes many forms, through people achieving:

•a sense of purpose

•a spirit of cooperation

•satisfaction in accomplishment

•freedom in the exchange of ideas and information

•a focus on holistic wellbeing

We will maintain and develop services which are:

•timely

•responsive

•meet professional standards

•recognise the rights of consumers 

With respect to all aspects of our operations we will:

•respond to client feedback

•maximise access to services which reflect social, cultural and spiritual values

•engage in social action

•promote and enhance opportunities for change and growth

We are also committed to:

•developing and maintaining partnerships and alliances with all communities of interest and with professional, industrial, community and voluntary organisations

•embracing and promoting responsible governance and management of the organisation

•maintaining open dialogue with community, clients, staff and funding bodies to build consensus in decision-making

•reviewing, evaluating and improving services and systems in order to adapt to the changing environment and to enhance efficiency and effectiveness

Consumer Rights and Responsibilities

You have the right to respect for your individual human worth, dignity and privacy

You have a responsibility to repect human worth, dignity and privacy of other consumers using our service and our staff

You have the right to receive appropriate and comprehensive information to meet your needs

You have a responsibility to provide information, which will help us to meet your needs

You have the right to timely and high quality services

You have a responsibility to notify our staff when you are unable to keep appointments and to use our services to achieve positive outcomes

You have a right of complaint and redress

You have a responsibility to exercise fair and reasonable judgement in making complaints and participate in resolving issues

You have a right to refuse services

You have a responsibility toinform staff that you no longer require their assistance

You have a right to advocacy and support

You have a responsibility to give your written consent to others receiving information about you

You have a right to receive services that are sensitive to gender, cultural, social and spiritual needs

You have a responsibility to recognise that staff also have rights in relation to their gender, culture, social and spiritual preferences

You have a right to live, work and participate in your community

You have a responsibility to participate in a manner that promotes the wellbeing of yourself and others

Grievance process

Community Connections strives to provide high quality services to all people contacting us. However, should there be any concern about our responsiveness or the quality of the service we have provided, it is very important to us that such concerns be properly addressed.

We recommend that clients consider speaking with their caseworkers about their grievances as they are often the people who can resolve the issues. However, we understand that this is not always appropriate or comfortable for clients, so we suggest that in these cases clients should speak with the manager of the particular program they are dealing with. Program managers can be contacted by calling 1300 361 680 and stating the name of the program.

Our Chief Executive Officer is happy to deal with complaints directly. We strive for excellent service at Community Connections and we appreciate your input into this process.

Contact our Chief Executive Officer at:

Community Connections (Vic)

135 Kepler St, Warrnambool VIC 3280

P.O. Box 404, Warrnambool VIC 3280

Ph: 1300 361 680