Client rights & responsibilities

Client’s Rights

Service users of all Travellers Aid Australia sites have a right to:

Respect for their individual human worth, dignity and privacy
Participate fully in the life of society and support their efforts to gain and maintain independence
Be informed about available services and how to participate in, and contribute to, decision making
Have services provided by appropriately qualified and / or experienced staff
Be consulted about their needs and preferences
Have control over their own lives and be included in decisions concerning the type of assistance provided and the way it is provided
Appropriate assistance which is flexible in response to their changing needs and priorities
The right to alternative information and services if Travellers Aid has not met their needs
Access to a quality services irrespective of sex, race, ethnicity, culture language, religion, marital status, disability, sexuality or age
Expect assistance that is reliable, of high quality, culturally and linguistically relevant
Privacy and confidentiality (except where compelling ethical, moral or legal reasons e.g. complying with child protection legislation)
Express grievances and seek redress without fear of it affecting decisions relating to the assistance they receive
Have grievances about service delivery heard and dealt with in a fair and objective manner
The right to be assessed for access to services, within a time frame and without discrimination

Clients who are using Travellers Aid Australia services have a responsibility to:

Not display aggressive behavior toward staff or clients - we have the right to refuse service and ask them to leave
Act in a way which respects the rights of other clients and staff
Respect as individuals everyone involved in the provision of service
Respect the rights of others including their rights to confidentiality and privacy
Inform staff of support needs
Let the service know if they are not available for an appointment.
Respect the human worth and dignity of the service provider’s staff and clients
To play their part in helping the service provider to provide them with services
Respect and abide by the rules and responsibilities whilst in Travellers Aid centres

Thank you from the staff at Travellers Aid Australia