When you use Southcare services, you have the right to:

  • be treated in a professional, courteous, and caring manner that respects and appreciates differences related to race, ethnicity, national origin, gender, sexual orientation, religion, personal values, age and disability.
  • expect that your personal privacy will be respected and confidentiality protected to the greatest extent permitted by law.
  • be provided with a safe environment when accessing our facilities.
  • choose to use or not to use our services.
  • be consulted and participate in decisions concerning the type of assistance you receive and the manner in which it is provided.
  • give honest feedback about the service you are receiving without fear of losing the service, or having it reduced; and for your feedback to be investigated appropriately and in confidence.
  • view information about you held by the organisation with reasonable notice.
  • remain in control of the care you receive by being part of decisions made about the services provided to you.
  • involve an advocate of your choice (eg family and friends, advocacy service) to represent you at any time.

Privacy

Southcare respects each person’s right to privacy, dignity and confidentiality in the collection, storage, use and disclosure of personal information. We ensure that we meet our legal and ethical obligations as a service provider to protect your privacy.

Southcare only collects personal information that is relevant to the provision of support that we provide. We take all reasonable means to protect this information from misuse, loss, unauthorised access, modification, disclosure or interference. We explain to you why we collect the information and what we use it for. We use customer consent forms to obtain approved consent for these purposes. Customers of Southcare Inc have a right to access any personal information kept about them.

Southcare takes reasonable steps to correct information where appropriate and regularly reviews service user information to ensure it is accurate and up to date.

If an individual believes that Southcare have not acted in accordance with our privacy obligations, or the consent given, they may lodge a complaint with the Southcare Line Manager in person, by phone, fax or email or in writing. Every endeavour will be made to quickly and courteously resolve any complaint made. If a customer is still unsatisfied, the complaint can be put in writing to the CEO or Chairperson of Southcare Inc Board by contacting us.

If a customer believes that Southcare Inc. has not satisfactorily resolved their complaint, it can be referred to the Office of the Australian Information Commissioner.

Information about the Privacy Act is available here.

Customer Responsibilities

If you use Southcare’s services, you have the responsibility to:

  • treat Southcare’s staff, volunteers, and other customers with respect
  • participate in the service you receive to maximise the benefits to you
  • provide a safework environment for staff to provide services safely
  • provide accurate information about yourself in order to receive the best service.