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Use of Service - Customers
Customers are the focus of CAC's operations and it is important that their rights are acknowledged and promoted at every opportunity. To make the communication smooth and the service delivery successful, customers need to be fully aware of their rights and responsibilities.

Rights:
  1. With the customer's permission, the customer'sprimary carermay have access to all the customer's information held by CAC;
  2. The customer has the right to choose relevant parties to disclose or obtain his/her personal information;
  3. In cases where a customer has a legal guardian or advocate appointed to act on their behalf, the rights of the guardian or advocate are to be acknowledged and respected to the extent stipulated in the guardianship or advocacy arrangement;
  4. With the customer's permission, the customer's carer may be involved in decisions about their assessment and care plan. At the time of care plan discussion and review, the customer and carer should be made aware of all the options available and any fees to be charged;
  5. Customers should be made aware of the standard of service they can expect. Services should be provided in a safe manner which respects the dignity and independence of the client, is responsive to the social, cultural and physical needs of the customer and the needs of the carer;
  6. Customer's access to services should be decided only on the basis of need and the capacity of the service to meet that need. Customers have the right to refuse a service and refusal should not prejudice their future access to services;
  7. Customers have a right to complain about the service they are receiving without fear of retribution;
  8. Complaints by customers should be dealt with fairly, promptly and without retribution. The customer may involve an advocate of their choice to represent his/her interests;
  9. Customers' views should be taken into account in the planning and evaluation of the service;
  10. Customers' have a right to privacy and confidentiality.
Responsibilities:
  1. Customers should let the organization know if he/she is not going to be at home when a staff member is due to visit;
  2. Customers should act in a way which respects the rights of other customers and Chung Wah CAC staff;
  3. Customers need to take responsibility for the results of any decisions they make;
  4. Customers are to play their part in helping Chung Wah CAC to provide them with services.
If you would like to obtain more information about your rights and responsibilities, please contact us on 08 9328 3988.


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