Client Services Charter

This charter sets out your rights and what you can expect when you take part in any Community Action program or service.  It also sets out your responsibilities and what you can do to help us provide the best programs and services.

A client service charter is about everyone being clear about how people should treat one another and how we can work together to achieve the best possible outcome for you.


Community Action is committed to providing the best possible programs and services, this includes respecting your right to:

  • Be kept informed on matters about you including your service rights and human rights.
  • Choose not to use any or all of our programs or say no at any time.
  • Receive a quality, reliable service provided by suitably skilled people.
  • Be treated respectfully and without judgment.
  • Privacy and confidentiality including access to and correction of information held in personal records.
  • Receive services equitably and without discrimination.
  • Be safe and free from harm when taking part in Community Action programs and services.
  • Have an advocate of choice to speak on your behalf in expressing need for service or making a complaint.
  • Receive a service that recognises and is sensitive to cultural inclusion and diversity.
  • Ask questions, provide comments or make a complaint without fear of it affecting decisions relating to the assistance you receive.
  • Participation and consultation.

You can help us provide the best service for you by:

  • Telling us what you need or ways we can work together better.
  • Always acting respectfully and safely towards other people using the service and towards staff.
  • Being respectful of Community Action property.
  • Providing accurate information about yourself and your situation in order to receive the best care.
  • Attending the service in a fit state (not under the influence of alcohol or drugs).
  • Maintaining confidentiality regarding information about other clients in groups/programs conducted by Community Action.
  • Taking responsibility for the outcomes of any decisions you make.
  • Telling us if things change or if you cannot keep an appointment or commitment.
  • Telling us what you think about our services and getting involved.
Community Action has a zero tolerance to bullying (including cyberbullying). Bullying behaviour in any form will not be tolerated.
If you feel your rights are not being respected or if you have any other feedback or concern about the service you are receiving, you can try any of the following:
  • If you feel comfortable about it, you could discuss the situation with the member of staff concerned – this may lead to a quick resolution of the difficulties.
  • If the above is not appropriate or fails to sort out the issue you can request to speak with the Manager or provide feedback in writing.


REMEMBER…it is your right to make a complaint or to voice any concerns you may have with services received from Community Action – refer to our Complaints & Appeals Procedure