Consumer Rights & Complaints Policies

Consumer Rights Information

Policy Statement

Positive Life NSW is a service for people living with HIV and those affected by HIV in New South Wales. Positive Life NSW is committed to providing the best possible service to its consumers, members, stakeholders and community in a manner which is not discriminatory and safeguards dignity.

Consumer Rights and Responsibilities

Every person accessing Positive Life NSW services has rights and responsibilities.

Consumers accessing Positive Life NSW have the right:

1. To receive a high quality and appropriate service
2. To feel safe and secure
3. To be treated with dignity, respect and consideration of individual needs by all at Positive Life NSW
4. To receive services in a manner which is neither discriminatory nor judgemental and which respects cultural beliefs
5. To be introduced to all staff who are present
6. To have all information treated confidentially
7. To be informed and have access to information and services of Positive Life
8. To give feedback, suggestions or submit a complaint and have it treated appropriately and in a timely manner
9. To receive prompt responses to questions or concerns

Consumers accessing Positive Life NSW have a responsibility to:

1. To treat everyone at Positive Life NSW with respect and courtesy
2. To cooperate with staff at Positive Life NSW at all times
3. To speak to staff, volunteers and other consumers in a respectable way
4. To respect the confidentiality of staff, volunteers and consumers accessing Positive Life NSW
5. To not be under the influence of drugs or alcohol while at Positive Life NSW
6. To demonstrate appropriate behaviour at all times
7. To respect the privacy, needs and dignity of others by being courteous and considerate
8. To comply with all relevant organisational policy and procedures such as OH&S

If consumers do not comply with these guidelines staff have the right to ask that person to leave Positive Life.

Complaints Policy

Policy Statement

Positive Life NSW is committed to providing the best possible service to its consumers, members, stakeholders and community, in a manner which is not discriminatory and safeguards dignity.

Any person that uses the services of Positive Life NSW has the right to make a complaint. If a consumer is dissatisfied with the service received from Positive Life, staff will ensure that they are fully aware of the complaints and grievance procedure available to them.

Consumers have the right to comment about any part of the service provide to them by Positive Life NSW.

• Consumers are encouraged to make a complaint if they are dissatisfied with the service provided by Positive Life NSW
• All complaints are to be dealt with sensitivity and in a timely matter
• Complaints can be verbal or in writing in the first instance
• If a consumer would like to make a complaint, Positive Life NSW staff should first attempt to discuss and resolve the matter directly with the consumer
• If the consumer does not feel comfortable doing this then they should contact the Manger – Organisation and Team Development and an interview can arranged to discuss the issue
• If the issue is not resolved then a formal written compliant should be lodged and forwarded to the Manager – Organisation and Team Development and/or the Executive Officer
• The Manager/Executive Officer will respond to the complaint in writing within 7 to 10 working days. The written response should outline the nature/content of the complaint and how the compliant is to be resolved
• If the complaints are in regard to a privacy concern/enquiry then a privacy enquiry form should be completed and forwarded to the Positive Privacy Officer. Privacy enquiries will be responded to within 15 working days
• The consumer has the right to have someone assist them during the complaints process. If an interpreter is needed then Positive Life NSW will assist the consumer to access the services of an interpreter free of charge
• The Manager will record and log all complaints within the Consumer Complaints Register, which is stored in a locked filing cabinet
• If the consumer is still dissatisfied with the outcome they should be referred to the Community Services Commission (tel: 1800 060 409)

What to do if you have a complaint about Positive Life NSW

Our commitment

Positive Life NSW is committed to providing the best possible service to its consumers, members, stakeholders and community, in a manner which is not discriminatory and safeguards dignity.

Any person that uses the services of Positive Life NSW has the right to make a complaint. If you are dissatisfied with the service received from Positive Life NSW, staff will ensure that you are fully aware of the complaints and grievance procedure available to you. You have the right to comment about any part of the service provided to you Positive Life.

If you have a complaint this is a guide to help you.

What to do first?

• If you feel comfortable doing so talk to the staff person concerned.
• If you do not feel comfortable doing this then you should contact the Manager – Organisation and Team Development via telephone on 02 9361 6011 or free call 1800 245 677 and a meeting can arranged to discuss the issue, or you can put the compliant in writing

What if the issue is not resolved?

• If the issue is not resolved then a formal written compliant should be lodged and forwarded to the Manager – Organisation and Team Development and/or the Executive Officer. In the written compliant try to outline the nature of your compliant and how you would like the issue resolved and include your signature
• The Manager/Executive Officer will respond to the complaint in writing within 7 to 10 working days. The written response will outline the nature/content of the complaint and how the complaint is to be resolved by Positive Life
• If the complaint is in regards to a privacy concern/enquiry then a privacy enquiry form should be completed and forwarded to the Positive Life NSW Privacy Officer. Privacy enquiries will be responded to within 15 working days. The privacy enquiry form can be downloaded at the bottom of this page or you can contact us [1] and it will be posted to you.

Can I have someone to help me?

Yes you do have the right to have someone assist you during the complaints process. This can be a friend or support person. This person can also help you to put your comments in writing and attend any meetings with you.

If an interpreter is needed then Positive Life NSW will assist you to access the services of an interpreter free of charge.

What happens after my complaint is dealt with?

• The Manager will record and log all complaints within the Consumer Complaints Register, which is stored in a locked filing cabinet, and all information will remain confidential to those involved in the complaints process.
• If you are still dissatisfied with the outcome then you could contact the Community Services Commission (1800 060 409).