Confidentiality
When you commence service with HKCT you will be asked to supply personal information for our records. This information is necessary to ensure we provide safe and comfortable services and comply with government standards.
All information regarding Clients is kept securely in our office and only accessed by authorised staff.
You have a right to view any information kept about you by our service. In the event of you wishing to do so please notify the Co-ordinator who will make the necessary arrangements.
Your Rights
- To be treated with respect and have your dignity, privacy and confidentiality respected by staff and members.
- To be fully informed regarding the services available to you.
- To expect an achievable safety standard when involved with transport activities and service.
- To receive a service sensitive to your individual needs, including language skills and cultural background.
- To complain about the service you are receiving without fear of retribution.
- To refuse a service without prejudicing your access to services.
- To have someone speak on your behalf when talking to the service about your needs.
- To be consulted regarding planning and evaluation of our service.
Anti-Discrimination and Harassment Policy
Your Responsibilities
- To act in such a way that respects the rights of other clients, staff and volunteers.
- To respect the confidentiality of information about other clients or team members which you may obtain whilst using the service.
- To notify the staff of any relevant matter that may affect your access to services.
- To notify the service as soon as possible if you have the need to cancel or change a booking with the service.
- To play a part in helping Community Transport provide a responsive and professional service.
- To utilise seatbelts and other safety devices as directed by authorised team members.
Advocacy and You
You have the right to appoint a person of your choice to represent you during an assessment, review, complaint or any other communication between you and HKCT.
The person may be a family member, a friend or a representative from a professional advocacy service.
Please ask us about the procedure for appointing and using an advocate and we will assist.
Complaints
If there is any aspect of our service that you wish to complain about we would like to hear from you. Your complaint will be treated promptly, with respect and confidentiality, and will not affect your participation in our service…In fact it will be valued.
Complaints can be made verbally or in writing through any staff member; the Consumer Representative or member of the Management Committee.
For our phone, postal and email details just click here.
There is a procedure (given below) to follow if you wish.
Step 1: You are encouraged to raise your complaint with the team member or passenger concerned, providing you feel comfortable about doing this.
Step 2: If you are not satisfied with the outcome of step one, or are not comfortable discussing the issue with the team member concerned, you should contact the Co-ordinator or use an advocate to negotiate on your behalf.
Step 3: If the issue remains unresolved, you should raise the issue with a member of the Management Committee or a nominated outside intermediary.
Step 4: If, after approaching the above people, the issue is still not resolved, you are entitled to refer your complaint to either the Community Services Division, The NSW Ombudsman or the Ministry of Transport, Finance & Corporate Services Division. For their contact details just click here.
