Rights

Brunswick Valley Meals on Wheels

Client Statement of Rights

At Brunswick Valley Meals on Wheels, we are committed to providing safe, high-quality, and respectful services that support your independence, dignity, and wellbeing.
We follow the requirements of the Commonwealth Home Support Program (CHSP), the Aged Care Act 2024 and the Aged Care Quality Standards (2025). Standards to make sure your rights are always upheld.

Every client has the right to be treated with dignity, respect, and fairness while receiving services from our team.

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Your Rights

When receiving our services, you have the right to:

• Be treated with courtesy, dignity, and respect at all times.
• Receive safe, reliable, and high-quality services that meet your needs.
• Make choices about your care, meals, and participation in activities.
• Have your privacy, cultural background, and personal information respected and protected.
• Be involved in decisions about your services and how they are delivered.
• Receive clear information about fees, contributions, and any changes to your services.
• Provide feedback or make a complaint without fear of losing services or being treated unfairly.
• Have a support person, carer, or advocate assist you in any discussions or decisions.
• Access independent advocacy and complaints services, such as the Older Persons Advocacy Network (OPAN) or the Aged Care Quality and Safety Commission.

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Your Responsibilities

To help us provide the best service possible, we ask that you:

• Treat staff, volunteers, and other clients with courtesy and respect.
• Provide accurate information about your needs and circumstances.
• Let us know if your situation changes or you wish to stop or change services.
• Pay your agreed client contribution or let us know if you experience financial hardship so we can assist.
• Respect the privacy and safety of others during group activities or outings.

Complaints and Feedback

We welcome your feedback

Brunswick Valley Meals on Wheels is committed to providing safe, respectful and high-quality services.

You have the right to:

• Ask questions
• Give feedback
• Make a complaint
• Be listened to and treated fairly

You will not be disadvantaged or treated differently for raising a concern.

How to give feedback or make a complaint

You can contact us in any of the following ways:

 Phone:
02 6685 1498
 Email: [email protected]
 Visit or write to us:
Brunswick Valley Meals on Wheels
42 South Beach Road, Brunswick Heads NSW 2483

You can also ask a volunteer or staff member for a Client Feedback and Complaint Form.

What happens when you make a complaint?

We will:

• Listen respectfully
• Take your concern seriously
• Respond as quickly as possible
• Work with you to resolve the issue
• Use your feedback to improve our service

Need help to complain?

You can have a support person, family member, carer or advocate help you at any time.

We can also help you put your complaint in writing if needed.

If you are not satisfied

You can contact the independent regulator:

 

Aged Care Quality and Safety Commission
 1800 951 822 (free call)
 www.agedcarequality.gov.au

Independent Support

 

If you prefer to speak with someone independent, you can contact:

 

•  Older Persons Advocacy Network   Free call 1800 700 600
•  Aged Care Quality and Safety Commission   1800 951 822 or visit www.agedcarequality.gov.au

Code of Conduct

Brunswick Valley Meals on Wheels is committed to treating all clients with dignity, respect and care.

All staff and volunteers follow the Aged Care Code of Conduct.

Clients have the right to expect that workers and volunteers will:

• Be respectful and kind
• Protect privacy and confidentiality
• Provide services safely and professionally
• Respect diversity and culture
• Maintain appropriate boundaries
• Speak up if they see unsafe or inappropriate behaviour

What we do not tolerate

We do not tolerate:

• Abuse, neglect or harassment
• Discrimination
• Unsafe practices
• Financial exploitation
• Breaches of confidentiality

Volunteers and staff responsibilities

All workers and volunteers must:

• Complete induction and training
• Follow our policies and procedures
• Report incidents and concerns
• Act in the best interests of older people

Privacy and Confidentiality

Brunswick Valley Meals on Wheels respects your privacy.

We are committed to keeping your personal information safe and confidential.

What information do we collect?

We may collect information such as:

• Name, address and contact details
• Emergency contacts
• Dietary needs or allergies
• Service delivery information
• My Aged Care details (where applicable)

Why do we collect this information?

We collect information to:

• Provide safe and appropriate meals and support
• Communicate with you about services
• Meet funding and legal requirements
• Respond to feedback or complaints

How is your information protected?

We:

• Store records securely
• Only share information when necessary
• Respect confidentiality at all times

Your rights

You have the right to:

• Access your information
• Ask for corrections
• Make a privacy complaint if you are concerned

Privacy concerns

If you have any questions, please contact:

 02 6685 1498
 [email protected]