Our Client Services Charter
Purpose of the Charter
This service charter describes the services provided by Advocacy Tasmania to our clients and the standards of service you can expect from us.
The charter also tells you how you can let us know what you think of our service. This feedback helps us to improve our service.
Our standards
All Advocacy Tasmania Inc. staff, across all our programs, are expected to provide you with a service that meets our standards. The standards are:
Prompt
You will receive a prompt response to your request for assistance. If the staff member you need to speak to is not available at the time you call, you will be given clear advice as to when they will call you back.
If your call is urgent, someone else will assist you. Less urgent calls will be responded to on the same day, or next day, if calling at the end of the day.
Professional
Staff will identify the organisation and themselves when answering all calls.
Acting professionally also means listening to you, and treating you with courtesy and respect.
Accurate
We will be thorough in our work on your behalf. We will provide you with accurate information, and if we are unable to assist we will refer you to someone who can.
Client directed
Our staff act at your direction. They will discuss with you the possible ways to achieve what you want, and then they will act according to your wishes.
Privacy
We will respect your privacy and treat all information you give to us, including discussions between us, as private.
We protect personal information and ensure privacy in the way we collect, hold, use and disclose information.
We will not provide information about you or the matter we are assisting you with to another party unless this is what you want, and only with your permission.
We will comply with and have adopted the National Privacy Principles contained in the Privacy Act 1988.
Communication
We will be clear in how we communicate with you, using language that is understandable. This applies to both written and spoken information.
We will consult regularly with you regarding the matter with which we are assisting you, and keep you informed of any progress.
We will provide interpreters, translations and information in other formats if you require.
Complaints handling
We will act promptly and fairly to resolve any complaints you have about our service. We will provide you with detailed information about our Complaints Process.
We will learn from complaints and we will change our practices to improve the services we provide to our clients.
Accountability
To demonstrate that we are serious about meeting and improving on the standards outlined in this charter we will regularly report on progress to:
- Our board of management as part of our monthly reporting process.
- Our funding bodies as part of our regular outcomes reports.
- Our clients and the community through our Annual Report. Copies of our Annual Report are available free of charge to any client who requests one.
How you can help us
You can help us meet our standards by:
- Telling us whether or not you are satisfied with the service provided to you, by filling in an anonymous Client Satisfaction Survey which you will receive when we have completed work on your behalf.
- Letting us know if you have a complaint at any time while we are working with you.
- Not asking us to act for you in illegal or unethical ways.
- Treating our staff with respect and courtesy.
- Providing us with all the information we will need to assist you.
