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  Alternatives Pty Ltd
  ABN 23 050 334 435

Contents | 1. Introduction | 2.Steps | 3.Table of contents | 4. Formats and examples | 5. Resources

4. Formats and examples

0 - Format examples
Tables of contents

1- CRC Manual
2- Refuge Manual
Values and principles
3. Client rights and

4. Staff rights and

5. Board rights and

6. Beliefs and

7. Board
8. Management

9. CEO job

Service models
10. Supported

Legal frameworks
11. Duty of care
12. Privacy
Aspects of
service process

13. Worker security
    on home visits

Human resources
14. Disputes and

15. Evaluation



Example 3. Client rights and responsibilities

Service users have a right to

1. Respect for their individual human worth, dignity and privacy.

2. Participate fully in the life of society.

3. Be informed about available services and how to participate in and contribute to decision-making.

4. Have services match their ongoing needs and goals.

5. Have services provided by appropriately qualified staff

6. Be consulted about their needs and preferences.

7. Choose from available alternatives.

8. Involve an advocate of their choice.

9. Have control over their own lives and have a say in the services that affect them including participating in decisions concerning the type of assistance provided and the way it is provided.

10. Appropriate assistance which is flexible in response to their changing needs and priorities.

11. Access to quality services irrespective of sex, race, ethnicity, culture, language, religion, marital status, disability, sexuality or age.

12. Expect assistance that is reliable, of high quality, culturally and linguistically relevant.

13. Privacy and confidentiality (except where compelling ethical, moral or legal reasons eg, child protection legislation).

14. See any information about themselves held by the service in their files (and to correct any wrong information).

15. Express grievances and seek redress without fear of it affecting decisions relating to the assistance they receive.

16. Have grievances about service delivery heard and dealt with in a fair and objective manner.

17. Refuse a service (and refusal should not prejudice their future access to services).


Clients who are using the service have a responsibility to:

1. Respect as individuals everyone involved in th service.

2. Respect the rights of others including their rights to confidentiality and privacy

3. Inform staff of support needs

4. Read, understand and agree to the house rules and case management agreement before signing

5. Let the service know if they are not available for an appointment.

6. Act in a way which respects the rights of other clients and staff.

7. Take responsibility for the results of any decisions they make.

8. Seek a fair resolution of any complaints.