Our Service Charter - Open Place
|OUR SERVICE CHARTER|
|What is a Service Charter?|
|We are working constantly to improve our services for Forgotten Australians. This Service Charter outlines what Open Place does, the principles we work to, what Forgotten Australians can expect from us, how they can provide feedback or make a complaint and how they can assist us with improvements.|
For further information contact:
Suite 1, 8 Bromham Place
Richmond VIC 3121
Tel: 03 9421 6162 or 1800 779 379 (toll free) email@example.com
|Showing humility and courage|
|Being respectful and strength oriented|
|Committing to flexibility and integration|
|Working together and being inclusive|
|Honouring diversity and being culturally sensitive|
|Open Place collects information from Forgotten Australians in order to provide appropriate services. The information provided may also be used to assist with referring them to other services, for reporting to funders (de-identified information only) and for quality assurance and internal service monitoring. If Forgotten Australians choose not to supply this information we may not be able to provide the most appropriate service to them.|
We may disclose personal information of a Forgotten Australian to other service providers (such as a counsellor, health services, etc) if this is required to provide them with the service they require. They may ask their worker who has been given their information.
We will respect the confidentiality of personal information & use it only in accordance with the law. Consent may be sought for gathering and/or using personal information in other ways.
If an individual considers that we have breached their privacy, the law gives them the right to complain to the Privacy Commissioner on 1300 363 992.
Click here to view our Privacy & Confidentiality Policy.
|Access to information|
|Personal information kept by Open Place can be accessed by the individual in line with the Information Privacy Act. Requests for access to documents should be directed to:|
Manager, Open Place
Suite 1, 8 Bromham Place Richmond VIC 3121
P: (03) 9421 6162 or 1800 779 379 (toll free)
1 Salisbury Street Richmond VIC 3121
P: (03) 9429 9266
F: (03) 9429 5160
|We value compliments, complaints and suggestions. We seek feedback in a number of ways, including through surveys, direct feedback from service users and workshops.|
We value the opportunity to respond about the feedback provided, but feedback may be provided anonymously.
Compliments help us know where we are performing well. Feedback on issues and problems help us to improve the quality of our information, support and services.
We will manage complaints in a timely and professional manner. We will endeavour to contact the complainant within 48 hours to discuss a timeframe to deal with their complaint.
So, service users who are not satisfied with the service they have received, feel they have not been treated fairly and reasonably by us or wish to complain about a specific aspect of our services, we ask them to please tell us.
In most cases, complaints are managed locally in the first instance. If the complainant has exhausted the local process and is still not satisfied with the response to their complaint, you can have the complaint reviewed through contacting Berry Street’s Director of Services.
The feedback provided about the quality of the service they have received will not affect the services they or their family receives.
|How to provide feedback|
|Download a printable version of the Service Charter|