Rights & Responsibilities

Your Rights

As a client of Encircle you have the right to:

• Be treated with respect and dignity;
• Access services in a safe environment;
• Be assessed to receive services without discrimination;
• Actively participate in decisions affecting you;
• Have a support person  present when you access our services;
• Have your personal and sensitive information kept confidential, except where these rights may be overridden by legal or safety reasons;
• Express your views and ideas, make suggestions and give feedback;
• Access your own records.

Your Responsibilities

As a client of Encircle you have a responsibility to:

• Act in a way that respects the safety of our staff, volunteers and other visitors to the centre;
• Help us to understand the needs of you/your family by providing all relevant information so that we can provide the best service possible;
• Actively participate in the service or program you are accessing;
• Keep appointments and tell us beforehand if you are unable to do so.

Client Code of Behaviour

The following will help to ensure the safety of everyone connected with Encircle.

Whether you are accessing services at a centre or during a home visit we ask that you abide by the following code of behaviour:

• Respect the right of everyone to be safe and feel safe by not using violence, threats of violence, swearing or using obscene language;
• Do not smoke, drink alcohol or use any non-prescribed drugs or illegal substances. Persons that are affected by substances will be asked to leave, and if evident during a home visit, the visit will be rescheduled;
• Wear appropriate clothing e.g. footwear, shorts, pants, t-shirts at all times;
• Respect other people’s right to privacy and confidentiality;
• Act respectfully towards all people regardless of their gender, sexuality, race, culture, language and/or religion;
• Let a staff member or volunteer know if you notice something that could effect the safety of others.

Our Rights

In providing service to you, we have the right to:

• Expect you to act in a safe manner when you access our service;
• Expect you to provide us with the information necessary for us to assist you;
• Expect you to take responsibility for the consequences of any decisions you make;
• Expect your participation and contribution to the service or program you have accessed;
• Expect you to let us know when you cannot attend a pre-arranged appointment.

Our Responsibilities

In providing service to you, we have a responsibility to:

• Honour you as a person, and treat you with courtesy and consideration;
• Provide a safe environment for you when you access our services;
• Ensure that all our workers are well trained and work in accordance with our mission, vision and values;
• Provide you with accurate information about our services and programs;
• Offer the services we are funded to deliver without discrimination;
• Respect the choices you make about services;
• Respect the decisions you make, including your decision not to refuse some services;
• Respect your philosophy and values, even when these differ from those of the Centre;
• Work cooperatively with you and your support person in the provision of services;
• Ensure that you are aware of our complaints procedure, and have access to relevant forms and assistance if you want to lodge a complaint or provide feedback on the service you receive;
• Follow strict procedures to ensure your confidentiality and privacy, except where these rights may be overridden by legal or safety considerations;
• Provide you with information about how to access your records, and the circumstances in which access may be refused.

Our Duty of Care

If we believe that you  and/or your children are being harmed, or at risk of harm, we have a duty of care to ensure you and your children’s safety.

This means that Encircle may disclose your personal and sensitive information if we reasonably believe that the disclosure is necessary to lessen or prevent risk of harm to yourself or others.

This duty of care relates particularly to the safety and wellbeing of children as outlined in the Child Protection Act 1999. The Solicitors of our Pine Rivers Community Legal Service adhere to the Australian Solicitors Conduct Rules.