Example 3. Client
rights and responsibilities
Service users have a right to
1. Respect for their individual human worth, dignity and privacy.
2. Participate fully in the life of society.
3. Be informed about available services and how to participate
in and contribute to decision-making.
4. Have services match their ongoing needs and goals.
5. Have services provided by appropriately qualified staff
6. Be consulted about their needs and preferences.
7. Choose from available alternatives.
8. Involve an advocate of their choice.
9. Have control over their own lives and have a say in the services
that affect them including participating in decisions concerning
the type of assistance provided and the way it is provided.
10. Appropriate assistance which is flexible in response to their
changing needs and priorities.
11. Access to quality services irrespective of sex, race, ethnicity,
culture, language, religion, marital status, disability, sexuality
12. Expect assistance that is reliable, of high quality, culturally
and linguistically relevant.
13. Privacy and confidentiality (except where compelling ethical,
moral or legal reasons eg, child protection legislation).
14. See any information about
themselves held by the service in their files (and to correct
any wrong information).
15. Express grievances and seek redress without fear of it affecting
decisions relating to the assistance they receive.
16. Have grievances about service delivery heard and dealt with
in a fair and objective manner.
17. Refuse a service (and refusal should not prejudice their future
access to services).
Clients who are using the service
have a responsibility to:
1. Respect as individuals everyone involved in th service.
2. Respect the rights of others including their rights to confidentiality
3. Inform staff of support needs
4. Read, understand and agree to the house rules and case management
agreement before signing
5. Let the service know if they are not available for an appointment.
6. Act in a way which respects the rights of other clients and
7. Take responsibility for the results of any decisions they make.
8. Seek a fair resolution of any complaints.