Clarence Community Transport
  • You have the right to receive a service that encourages and fosters your independence;
  • You and (with your permission) your carer, have access to all information about you held by the Service;
  • In cases where you have a legal guardian or advocate appointed to act on your behalf, the rights of the guardian or advocate are to be acknowledged and respected to the extent stipulated in the guardianship or advocacy arrangements;
  • You and/or (with your permission) your carers, will be involved in decisions about your assessment and care plan. You will be made aware of all the options available, and any fees to be charged;
  • You will be made aware of the standard of service you can expect. Services will be provided in a safe manner which respects your dignity and independence;
  • Services will be responsive to your social, cultural and physical needs;
  • Your access to services will be decided only on the basis of need and the capacity of the Service to meet that need;
  • You have the right to refuse a service and refusal will not prejudice your future access to services;
  • You have a right to complain about the Service you are receive without fear of the Service being stopped or you being mistreated because you made a complaint;
  • Any complaints you have will be dealt with fairly, promptly and without retribution;
  • You may involve an advocate (a friend, family member etc) of your choice to represent your interests;
  • Your views will be taken into account in the planning and evaluation of the Service;
  • Service Users can nominate an Advocate to speak on their behalf; and
  • Service Users’ rights to privacy and confidentiality will be respected.

What are My Responsibilities?

  • You should let the agency know if you are not going to be at home when Team Members are due to visit;
  • You should act in a way which respects the rights of other Service Users and Team Members;
  • You need to take responsibility for the results of any decisions you make including the choice not to make a decision;
  • You must utilise seatbelts and other vehicle safety devices as directed by authorised Team Members;
  • You should respect the confidentiality of information about other Service Users and Team Members which you may obtain whilst using services;
  • You need to play your part in helping our Team Members to provide you with services;
  • You should inform the Service of any significant change in your circumstances; and
  • All effort will be made to be sure that you understand your Rights and Responsibilities. Where needed contracts will be developed to ensure a clear understanding. If you continually refuse to abide by your responsibilities you may be exited from the Service.