Consumer Charter - Department of Human Services

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8 Your rights and responsibilities explainedthe organisation tries to prevent you sufferingany harm or abusean organisation’s clients are consulted andparticipate in the development of a listof rights and responsibilities for thatorganisation to ensure they are reasonableFor example, the organisation should organisefire drills so you know what to do if there isa fire. It should also make sure staff haveappropriate training, such as first aid,managing difficult behaviour, drug andalcohol and mental health awareness, foodhandling and so on.In addition to this Charter and to meet andbalance the needs of people, organisationsmay develop a list of rights and responsibilitiesin consultation with consumers. You have theright to be involved in this process, when itoccurs.There might also be times when anorganisation needs to negotiate some specificrights and responsibilities with an individual,to help them and other people feel safe andsecure. The individual can expect to beinvolved in this process.the organisation has fair and effective ways ofhandling aggressive or potentially violentbehaviourOrganisations have policies on managingaggressive and violent behaviour. Thesepolicies should be made available to you andexplained if you want further information.It is your responsibility to:respect the rights of other people to feel safeYou are responsible for ensuring that youractions do not make others feel unsafe.In addition to this Charter, some organisationshave policies on rights and responsibilities thatprotect the rights of all people to feel safe.These policies should be made available andexplained to you. You must respect and adhereto these policies.
Your rights and responsibilities explained 95. You have the right to be free from discriminationWhen accessing a homelessness assistance or community housing organisation, you should not bediscriminated against by that organisation on any of the grounds identified in the Equal OpportunityAct (1995). These include race, gender identity, age, disability, marital status, political or religiousbeliefs, pregnancy, sex, sexual orientation, parental/carer status and physical features.You can expect that:you will be given information aboutyour rightsyou will be assisted if you feel you havebeen discriminated againstOrganisations should provide informationabout this Charter to you when you firstcontact them. They may also provide otherinformation about your rights. Whereverpossible, the organisation should try toprovide information to you in a way you canunderstand.This might include discussing rights andresponsibilities with you when you firstsign-up for the service and holding meetingswith all clients from time to time. It may alsoinvolve providing information about advocacyservices (that is, someone who can speakon your behalf).
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Consumer Charter - Department of Human Services

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