The Home and Community Care (HACC) program helps many frail and elderly people and people with disabilities to live independently in their own homes and to participate in their communities.

HACC also helps the carers of these people through assistance with caring tasks or by giving them a break from their caring role. It can also help carers with information, training and education.


HACC SERVICE USERS HAVE THE FOLLOWING RIGHTS:

The Right to dignity and privacy.

Your dignity and privacy will be respected by service providers, just as you should respect theirs. You will be treated as an individual, taking into account such things as your cultural background or any disability you may have.
The Right to be assessed for access to services without discrimination.
Your access to services will be decided fairly and on the basis of your assessed needs and the ability of Aged and Disability Services to meet those needs.

The Right to be informed.

You have a right to know which HACC services are available so that you can make your own decisions. Aged & Disability Services can give you information about the service they provide, any costs that may be involved and your rights and responsibilities. They can also help you gain information about other services you might need.

The Right to refuse or choose alternative services.

As well as making choices about the services you want, you have the right to refuse service.

The Right to complain.

If you have a complaint, we request that in the first instance, you speak to the staff member involved. If you feel uncomfortable speaking to the staff member, please contact their supervisor who will make inquiries and advise you of further procedures.

Complaints will be dealt with fairly and quickly. Any complaint you make will not be held against you in the future.

If you feel your complaint has not been handled fairly and in a timely manner you may contact the State Government, Department of Human Services Regional office in Geelong, telephone: 5226 4540.

The Right to an advocate of your choice.

You may at any time involve an advocate to act on your behalf. This may be a family member, carer, friend or professional person.
 
The Right of Appeal.

Clients have the right to appeal decisions regarding changes to, or refusal of service. Contact the Coordinator, Aged & Disability Services, Telephone: 5227 0726.


FEEDBACK TO STAFF

As a user of HACC services, we value your feedback. If you have a suggestion, we would welcome your comments.


HACC SERVICES USERS HAVE THE FOLLOWING RESPONSIBILITIES:

As a participant in the HACC Program, you have a general responsibility for the outcome of your decisions and a particular responsibility to respect service providers'' staff and other consumers.
It is expected that you will contact our office if you:

• Will not be home at agreed time of service delivery.
• Will be going into hospital.
• Will be going on holiday
• Or, if you wish to cancel your service.

It is requested that you provide 48 hours notice when a service is not required. If the office is not notified, you will be charged for the service.

Council reserves the right to postpone or cancel services if staff are considered to be at risk, or services are no longer appropriate.

FOR FURTHER ASSISTANCE PLEASE PHONE 5227 0270.