Client Services Charter 2016-2019

We believe that all people deserve to be treated with dignity, and respect for human rights underpins all our work.

We are committed to ethical, prompt, respectful and helpful client service.

We are also committed to innovation and continually improving the ways that we interact with our clients and the quality of service that we provide.

 

This Client Services Charter is developed under s18B of the Human Rights Commission Act 2005.  It explains:

  • who we are
  • what you can expect when dealing with us
  • how we will provide services to you
  • how you can help us to improve our services by giving feedback, or to complain if things go wrong.

About us

The ACT Human Rights Commission is an independent statutory agency and our role is to:

  • promote understanding of and compliance with human rights
  • provide advice to government & others regarding human rights, and make recommendations about legislation, policies, practices and services
  • independently handle health, disability & community services, and discrimination complaints
  • encourage service improvement
  • increase awareness of the rights and responsibilities of service users and service providers
  • promote the protection of children & young people from abuse and exploitation
  • promote the protection people with a disability from abuse and exploitation
  • advocate for children, young people or adults experiencing vulnerability
  • advocate for, and provide support for, victims of crime.

What you can expect from us

When you deal with us we will:

 

  • ensure our services are accessible
  • listen to you, be helpful and courteous
  • treat you fairly without unlawful discrimination
  • provide you with an accessible and client-centred service
  • try to find you the information you need
  • respond to you as quickly as we can
  • tell you if we can’t help you, and give you information about other places that might be able to assist you
  • make any reasonable adjustments to help you access to our services
  • respect your rights, including personal and information privacy
  • explain your rights and responsibilities
  • ensure staff are trained and professionally skilled
  • respect cultural and religious diversity, including cultural and language needs
  • honour our commitment to reconciliation for Aboriginal and Torres Strait Islander peoples

Our service commitments

Complaint handling

When we handle complaints, you can expect that we will:

  • keep you informed about the progress of your matter
  • be independent and impartial in all our dealings with you
  • disclose any conflicts of interest
  • provide you with necessary and relevant information about complaints
  • work cooperatively with all parties to explore options to resolve complaints
  • give reasons for our decisions and recommendations
  • review our decisions where appropriate.

Advocacy services

In providing advocacy services for children, young people and adults experiencing vulnerability, we:

  • make sure we understand the concern you have raised
  • find out what you think needs to happen to address your concern
  • clearly explain what we can do to assist you (as well as anything we can’t do)
  • work together with others to generate effective and sustainable outcomes
  • promote and encourage improvements in facilities, services and systems.

Victim services

When accessing Victim Support ACT you can expect:

  • respectful and dignified treatment
  • timely referrals and accurate information
  • access to a wide range of support
  • fair treatment and assistance with access to justice
  • privacy and confidentiality

Education and training services

If we are providing training to you, or for you, you can expect that our training will be:

  • up to date and relevant
  • accessible and interactive
  • informative and respectful
  • value for money for paying audiences, such as private and government sectors

How you can help us

If you need help communicating with us, or writing your complaint, please let us know so that we can help you.

If you find it hard to understand something we have given you and would like to have that information in a different format, please let us know.

If you have trouble reading or speaking English, then you please let us know so that we can organise a translator to help. You can also call the Translating and Interpreting Service on 131450 to speak to us about your needs.

We appreciate any suggestions you can give us about how we can improve our customer service and/or the services we provide.

If you are unhappy with our services

If you are unhappy with the quality of our services, or about a decision that we have made, please call us or write to us to discuss your concerns,.

If we have made a mistake, we will acknowledge it and work with you to resolve it, including having the President consider your issues.

You can also make a complaint about the Commission to the ACT Ombudsman by calling 1300 362 072 or visiting http://www.ombudsman.act.gov.au/contact-us

 

Human Rights Commission Client service charter 23 December 2016