What you should know

Confidentiality

Deception Bay Neighbourhood Centre has policies and procedures in place to ensure that your privacy and confidentiality is protected, unless there are serious moral or legal requirements to the contrary.

All management committee members, staff, volunteers and students are bound by a Declaration of Confidentiality. At all times the Neighbourhood Centre will aim to balance your rights to maintain control over your personal information with its various moral, legal, and professional obligations. Only information that is necessary and directly related to the service being provided by the Neighbourhood Centre will be collected from you.

Individuals have a general right of access to their own personal information after their identity is confirmed, and the right to have that information corrected if it is inaccurate, incomplete or out of date.

Interpreting service

Where it is identified that there may be difficulty communicating with a client in English, staff can arrange to access free telephone interpreting services.

Client feedback

If you wish to make any suggestions or feedback that may help us improve services to the community you can do so through the Client Feedback Form at reception.

Rights and Responsibilities

Your Rights:

As a client of DBNC you have the right to:

Our Responsibilities:

In providing a service/s to you, DBNC has a responsibility to:

Be treated with respect, dignity and consideration. Respect you as a person and treat you with courtesy and consideration.
Be safe and feel safe Provide a safe environment for you when you access our services.
A professional service Ensure that all our workers are well trained and work in accordance with our mission, vision and values.
Be informed about what services are available. Provide you with accurate information about our services and programmes.
Be assessed to receive services without discrimination. Offer the services we are funded to receive without discrimination.
Choose what service you will receive. Respect the choices you make about services.
Refuse assessment or service Respect the decision you make including your decision to refuse some services
Have your philosophy and values respected. Respect your philosophy and values even when these differ from those of DBNC.
Have a support person present when you access our services. Work cooperatively with you and your support person in the provision of services.
Express your views and ideas make comment or complain. Ensure that you are aware of our complaints procedure and have access to relevant forms and assistance if you want to lodge a complaint or provide feedback on the service you receive.
Confidentiality and respect for your privacy. Follow DBNC’s procedures to ensure your confidentiality and privacy except where these rights may be over ridden by legal and/or safety considerations.
Have access to your own records following established procedure. Provide you with information about how to access your records and the circumstances in which access may be refused.

Our Rights

In providing a service to you, we have the right to:

Your Responsibilities

As a client of DBNC, you have a responsibility to:

Expect you to act in a safe manner when you access our service/s. Respect the right of DBNC staff to work in an environment that is free from harassment and the right of other clients to safely access DBNC’s services.
Expect you to provide us with the information necessary for us to assist you. Provide all the relevant information to enable staff to provide the assistance required.
Expect you to take responsibility for the consequences of any decisions you make. Accept the results of any decisions you make.
Expect your participation and contribution to the service or programme you have accessed. Be an active participant in the service or programme you are accessing.
Expect you to let us know when you cannot attend a prearranged appointment. Keep appointments and tell us beforehand if unable to do so.