Consumer Charter - Department of Human Services

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14 Your rights and responsibilities explained10. You have the right to help in applying for income support, employment andhealth services, educational opportunities and other support servicesTo find and maintain suitable housing, you may require a range of assistance and services.If community housing and homelessness organisations do not provide these services themselves,you can expect them to provide information, advice and assistance about how to access theservices you require.You can expect that:if you are finding it difficult tomanage because of health problems,organisations will support you tofind the assistance you requireon request, you will be giveninformation about:• income support options• specialist job search programs andplacement agencies• education opportunitiesThis might include finding services thatprovide:• assistance with preparing meals• assistance with taking medication, caringfor yourself at home or home nursing• assistance with arranging home visitsby doctors• assistance with transport to appointments.This might include information about:• rent subsidies or other Centrelink orVeterans Affairs payments• Job Network agencies, and Jobs PlacementEmployment and Training agencies foryoung people• schools, apprenticeships, traineeships,TAFE and university courses• community classes and support groups.
Your rights and responsibilities explained 1511. You have the right to make a complaint or appeal a decision you do not agreewith and to receive an answer that makes sense to youIf you feel the rights listed in this Charter have been breached by the organisation or that a decisionis unfair, you should be able to deal with the issue through a process that is fair and aims to reach aresolution as quickly as possible. You can expect that an issue, complaint or appeal will be addressedpromptly, respectfully and fairly.You can expect that:you are given adequate information about theeasiest way for you to raise issues, make acomplaint or appeal a decisionyou are entitled to have an advocate (that is,a person to speak on your behalf) and begiven information about advocacy servicesthe organisation welcomes complaintsand appeals as an opportunity to improvetheir serviceWhen you contact the organisation aboutyour complaint you will be advised:• how to raise your issue• who will manage the issue• the steps involved in the process• how long you can expect it to take.The organisation should support you tohave someone of your choice assisting youthroughout the complaints or appeals process,if you wish. The organisation should alsoprovide you with accurate information aboutadvocacy services.You should be able to raise an issuewithout feeling uncomfortable. Some thingsare outside an organisation’s control andyou should be provided with informationabout other ways to raise issues or makea complaint.
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Consumer Charter - Department of Human Services

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