Serving our Community

Rights and Responsibility

It is important that consumer rights are acknowledged and promoted at every opportunity. As service users, however, consumers also have responsibilities to the agency which they should be aware of.

Consumer Rights

  • The consumer, or carer has access to all information about themselves held by Co.As.It.
  • In cases where a consumer has a legal guardian or advocate appointed to act on their behalf, the rights of the guardian or advocate are to be acknowledged and respected to the extent stipulated in the guardianship or advocacy arrangements;
  • Consumers should be aware of all the options available, and any fees to be charged;
  • Consumers, should be made aware of the standard of service which they can expect. Services should be provided in a safe manner which respects the dignity and independence of the consumer, is responsive to the social, cultural and physical needs of the consumer, and the needs of the carer;
  • Consumers' access to services should be decided only on the basis of need and the capacity of the service to meet that need. Consumers have the right to refuse a service and refusal should not prejudice their future access to services;
  • Consumers have a right to complain about the service they are receiving without fear of retribution;
  • Complaints by consumers should be dealt with fairly, promptly and without retribution. the consumer may involve an advocate of their choice to represent his/her interests;
  • Consumers' views should be taken into account in the planning and evaluation of the service;
  • Consumers' rights to privacy and confidentiality should be respected.

Consumer Responsibilities

  • Consumers should let the agency know if he/she is not going to be at home when a staff member is due to visit;
  • Consumers should act in a way which respects the rights of other consumers and Co.As.It. staff;
  • Consumers need to take responsibility of the results of any decision they make;
  • Consumers or their carer should let coordinator know if he/she is not attending Day Care at least the day before.

What are consumer responsibilities?

  • Consumers are to play their part in helping Co.As.It. to provide them with a good service;
  • Consumers need to take responsibility for the results of any decisions they make;
Consumers are required to act in a way which respects the rights of other consumers and Co.As.It.staff.