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Your rights

We take our commitment to you seriously

Each person using our services has the right to:

  • be treated with respect

  • tell staff how you feel

  • receive our services without discrimination

  • know that you can complain

  • receive information and options

  • make your own decisions

  • read your own file

  • have your privacy respected.

Your participation

All Anglicare programs have ways for you to participate in decisions about how services are provided. These include activities like focus groups, reference groups, surveys or a family forum. We'd love to hear your ideas and suggestions!

Your feedback

We want you to feel satisfied with every aspect of the service you receive from Anglicare. We welcome your feedback as it helps us to evaluate the services we offer and make improvements where necessary. Let us know what has worked well for you and how things might be made better. Please contact us.

How to make a complaint

If you are unhappy with any of our services, you can make a complaint. Your complaint will be treated seriously, respectfully and confidentially.

You can make a complaint yourself or through a friend or support person. Speak to the person providing the service and advise them that you wish to make a complaint. They will immediately contact their manager to inform them of the complaint. You will be contacted within 48 hours and we will work with you to try to resolve the matter.

If you still feel unsatisfied, the complaint is referred to the Deputy Chief Executive Officer of Anglicare, and then to the CEO. Your complaint may be referred to someone outside of Anglicare (for example the Anti-Discrimination Commissioner, the Ombudsman, or other legal processes). If the complaint involves a criminal offence it will be referred to the Deputy CEO who will contact the police.