Information Support Service

Commonwealth Respite & Carelink Centres aim to provide information about and referral to agencies providing community care and other related services through a single national telephone number and independent regional Centres.

They also aim to improve access to community care services by coordinating information about the full range of services available in the region.

YOUR RIGHTS

As a user of Commonwealth Respite & Carelink Centres YOU have the right to:

• Be dealt with without discrimination;
• Privacy;
• Any information about yourself or your situation;
• Be treated as an individual, and to have your preferences taken into account;
• Have a say in decisions made about you;
• Have access to information about your rights, and
• Complain or pursue action to resolve a dispute

YOUR RESPONSIBILITIES 

So that Commonwealth Respite & Carelink Centres can continue to offer a quality service, it is essential that YOU:

• Provide Centre staff with accurate and complete information about your circumstances;
• Respect the rights and needs of other people using the service;
• Let the Centre know if you need an interpreter or have any other special needs, and
• Treat Centre staff with courtesy.

COMMONWEALTH RESPITE & CARELINK CENTRE RESPONSIBILITIES

In providing services, Commonwealth Respite & Carelink Centres have a responsiblity to:

• Respect your independence and ability to choose;
• Respect your privacy;
• Allow you to access information about yourself;
• Inform you of your rights and responsibilities as specified under this Charter;
• Inform you about service availability and alternatives;
• Negotiate with you before making decisions regarding services;
• Ensure your safety in a Centre, and
• Take into account your views when planning, managing, and evaluating Centre service.

COMPLAINTS – Suggestions and complaints regarding Centres may be made directly to the Centre involved or directed to State-based Project Officers of the Department of Health and Ageing. Organisations operating Centres are required to follow-up and resolve complaints lodged by clients.

Carer Respite Support Service

Services have a responsibility to provide services in accordance with the following service standards:

Access to Services

To ensure that each carer's access to a service is decided only on the basis of relative need.

Information and Consultation

To ensure that each carer is informed about his or her rights and responsibilities, the services available, and consulted about any changes required.

Efficient and Effective Management

To ensure that carers and the person(s) for whom they care receive the benefit of well planned, efficient and accountable service management.

Coordinated, Planned and Reliable Service Delivery

To ensure that each carer and the person for whom they care receive coordinated services that are planned, reliable and meet their ongoing specific needs.

Privacy, Confidentiality and Access to Personal Information

To ensure that the rights to privacy and confidentiality of each carer and the person for whom they care are respected, and that the carer and person cared for have access to their personal information held by the Centre.

Complaints and Disputes

To ensure that each carer and the person cared for has access to fair and equitable procedures for dealing with complaints and disputes.

Advocacy

To ensure that each carer has access to an advocate of his or her choice.

Whether we offer information, emergency in home respite, book respite in an aged care facility or organise a carer activity, we will aim to work within these standards.