• Share your goals and aspirations with us so that we can best support you.
• Provide us with complete and accurate information about yourself and your situation.
• Tell us if things change or you cannot keep an appointment or commitment.
• Act respectfully and safely towards other people using the service, and towards staff and volunteers.

How you can provide feedback

Provide us with feedback about our service and how we can work better.

We value your feedback on a positive experience you have had with us or how we can improve JiviCare Services.

We also want to know if you are not happy with the service you have received or believe you have not been treated fairly and reasonably by us or by someone delivering services on our behalf.

You can give us this feedback by:

• Asking for help with providing feedback if you need it.
• Talking directly to a staff member or volunteer
• Asking to speak to a more senior staff member if you want to
• Contacting our head office by calling us on 0487040131
• Putting your feedback in writing and mail it to us at 338 Waller Road Park Ridge QLD 4125
• Contacting us online at www.jivicare.com.au and select the feedback button.
• Emailing us at – info@jivicare.com.au
• Speaking with a staff member at one of our sites. Each site has a feedback folder equipped with our complaints guidelines, complaints forms and stamped, addressed envelopes. If you wish to make a complaint, you can fill out a complaint form and place it into the stamped addressed envelope provided, and pop it in the post or ask a staff member to do so.

How we manage complaints

JiviCare Services resolve complaints openly, honestly, and quickly. We will acknowledge your complaint and  respond within 5 working days. If you would like to make a complaint, please feel free to use the avenue you above which you find easiest. We will take your complaint seriously and seek opportunities to improve our service.

At any time, you can also contact the NDIS Commission to lodge an external complaint or seek support and assistance with complaints.

Website: https://www.ndiscommission.gov.au/participants/complaints

Phone: 1800 035 544

Your Privacy & information

This notice is about the way JiviCare use your very personal information. It explains what you can expect when you share your personal details with us.

When you need our support, we will need to collect some information about you:

• Sometimes this includes details about your supports, family, and carers.
• Sometimes we need a lot of information to help you.
• You can tell us if there are some things you do not want to share.
• Most of the time will ask you directly for the information that we need to support you.
• We can also collect it from another person if you say that it is OK.

In Australia, we have laws about privacy. These laws say:

• We must keep information about you safe.
• You can tell us if you are not happy with how we have used your personal information.
• We must tell you how we use your personal information.
• You have the right to see the information we keep about you and can ask to change it.

Sometimes, we need to share information about you with other people to:

• Help us to work out how we provide services to you.
• How we can make our services better able to support you.

We can share information about you:

• If you say that it is OK.
• So that we can give you the help you ask for.
• So that we can prevent problems from happening or stop people from being hurt.
• If we are asked to provide information by the courts or police.

In some cases, we can share your information with:

• Other Government departments or agencies.
• Organisations that provide services to you.
• Medical people.
• Your carers or family.

If you would like to know more about what type of information, we keep about you and your privacy rights; you can call JiviCare on 0416803363 or speak with any JiviCare staff member. You have the right to access and update the information we collect and gather whilst we provide your support. If you would like this to occur, let us know and we will ensure we process your request within 5 working days.

Your Right to Advocacy

JiviCare is committed to the principles of respecting and protecting the legal and human rights of individuals and their right to services. To this end, we support the right of every participant to use an advocate of their choice to negotiate on their behalf. This may be in relation to assessment, reviews, complaints, or any other communication between JiviCare and the participant. JiviCare embraces a participant’s right to nominate an advocate, and will, treat all advocates in a respectful and cooperative manner. When requested, JiviCare is equally committed to providing participants with advocacy and support.

You have the right to engage an advocate at any time. If you would like to do so, you:

• Can choose who you would like to advocate on your behalf.
• You and your advocate will be treated with respect and professionalism.
• Can ask us for help with; your rights, where to find, meet, or choose an advocate.
• Receive support from us to access a new or different advocate.
• May need to provide some information to us in writing to confirm your advocate.