Your rights and responsibilities

We recognise that everyone has the right to respect and care without discrimination, and to be made aware of their rights and responsibilities.

You will be given information about services for which you are eligible.  We believe the more informed you are, the better equipped you are to participate in and make decisions about the care or other services you receive.

You have the right to an advocate to assist you or represent you at any time.  This may be a friend, family member, or an independent external agency.

We welcome people from culturally and linguistically diverse backgrounds.  If you need assistance such as an interpreter to talk through your care with us, we know agencies that can help.

At AnglicareCQ, we believe you are the best person to tell us how we can assist. We will include you in decisions that directly affect you.

We will treat all our dealings with you and any feedback you give us with privacy and confidentiality, and act in accordance with ethical principles, legislative requirements and best practice.

Our responsibilities

What we will do:

  • Listen to you and work with you to achieve your goals
  • Give you tools, resources and support information to help you meet your goals
  • Refer you to another provider if we are unable to help
  • Protect your personal information
  • Encourage you to live to your fullest potential
  • Offer you a friendly, polite and supportive environment

Your responsibilities

What we need you to do:

  • Keep us informed of your details and notify us of any changes to your information
  • Let us know if you are unable to attend appointments or meet your goals
  • Respect our staff, property and other visitors to our premises
  • Actively participate in any services or care plans, appropriate to your needs
  • Tell us if you have a change that affects your ability to access our services or if you need to cease our relationship

Feedback and complaints

So that we can provide the best possible service to you, we’re passionate about finding out what you think, how we’re doing, and where we can improve.

We are open to receiving feedback or complaints in relation to:

  • Quality of our services
  • Conduct of our employees
  • Potential non-compliance matters
  • Our policies and procedures
  • Our facilities or properties
  • Breaches of an individual’s privacy or rights
  • Any general concern, feedback or compliment not mentioned above

There are a number of ways you can contact us and tell us what you think:

You (and your support person) can email us at feedback@anglicarecq.org.au.

You can contact us by phone or in person.  You’ll find details for your nearest AnglicareCQ office on our Contact Us page.

You can write to us at AnglicareCQ, Reply Paid 85057, Rockhampton, QLD, 4700.

Other agencies that can help

We would like to hear from you directly, but if you wish to seek help or discuss your situation with a third party, these agencies can help:

Office of the Health Ombudsman – 133 646

Queensland Ombudsman – 1800 068 908

Commonwealth Ombudsman – 1300 362 072

Queensland Aged and Disability Advocacy Inc – 1800 818 552

Queensland Family and Child Commission – (07) 3900 6000

Office of the Public Guardian
For matters relating to children: 1800 661 533
For matters relating to adults: 1300 653 187

Queensland Civil and Administrative Tribunal – 1300 753 228

Residential Tenancies Authority – 1300 366 311

Central Queensland Dispute Resolution Centre – 1800 817 927

Department of Communities, Child Safety and Disability Services – 13 74 68

Department of Housing and Public Works – 13 74 68

Department of Social Services – 1300 653 227

National Relay Service – 1300 555 727
A telephone solution for people who are Deaf or who have hearing or speech impairment.

Translating and Interpreting Service – 131 450
A telephone and in-person interpreting service for people who do not speak English or are more confident communicating in a language other than English.

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