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Client Charter

We will listen to you and work with you.
By working together, you will receive the best service possible.
You have rights: to be treated well, to participate fully, to speak out.
If we forget this, or treat you badly, you have the right to complain.

Your Rights

  • We will treat you with respect and dignity.
  • We will treat you fairly and speak honestly.
  • We will protect your personal information and only use it for the right reasons.
  • We will provide good quality services that suit your needs, age, lifestyle, and cultural background.
  • You have the right to a safe and comfortable place to use the service.
  • You have the right to make choices and decisions about the services you receive.
  • You have the right to the information you need to make good choices.
  • You have the right to have someone help you make the best choices – an advocate or support person.
  • You have the right to get help accessing services in the community.
  • You have the right to complain about the service.
  • You have the right to a reply as quickly as possible.
  • If you still are not happy, you have the right to complain again, or talk with the NDIS Commission.

Your Responsibilities

  • Make sure to update your contact information as it changes.
  • Keep your appointments – or let us know if you can’t.
  • Choose someone to support you to make decisions – an advocate, friend or family member.
  • Treat other people with fairness, honesty and respect.
  • Respect other people’s right to a safe and comfortable environment.
  • Respect other people’s right to privacy and confidentiality.
  • Give us honest feedback about our services.

If we don’t respect your rights, tell us:

Write to us at: Stepping Stones Therapy for Children
PO Box 455, The Junction, NSW 2291

Phone us at: (0249) 512 116

You can contact the NDIS Commission:
www.ndiscommission.gov.au
Phone: 1800 035 544
TTY: 133 677. Interpreters can be arranged.

Advocates can help you complain:
Email them at: disabilityadvocacy@dss.gov.au
Write to: Disability, Employment and Carers Group
Department of Social Services
GPO Box 9820
Canberra ACT 2601
v02 (28/2/24) MN

Or use an advocacy finder service:
https://askizzy.org.au/disability-advocacy-finder

Looking to help your child develop the skills & confidence they need to flourish?

Stepping Stones Occupational Therapy offers a wide range of occupational therapy services to assist you or your client! Booking or making a referral online is really quick & convenient.

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