Rights and Responsibilities Statement

Better Hearing Australia Brisbane Inc. – Supporting Australia’s hearing health since 1946

Your Rights and Responsibilities

Better Hearing Australia Brisbane Inc is committed to providing quality services that are safe, efficient, effective and respect your rights as an individual and welcomes information and feedback which will enable us to improve the quality of our services.

WHAT ARE YOUR RIGHTS?

You have the right to –

• be treated with respect, dignity and consideration regardless of your age, gender, sexual preference, religion and culture
• be included in such activities as appropriate
• be protected from verbal or physical abuse
• give a compliment or make a complaint
• have your personal information kept private and confidential

WHAT ARE YOUR RESPONSIBILITIES?

We want to make sure that you receive the best possible service from us. To help us do this, please do the following—

• treat all people you meet at Better Hearing (staff, volunteers, clients, their families and friends) with the care, dignity and consideration we all deserve
• respect the confidentiality and privacy of others
• be on time for classes / appointments and let the office know if you want to cancel, or if you change your contact details.

PRIVACY

We take the privacy of your personal information seriously. Please ask staff for a brochure for more information about the privacy of your personal information within Better Hearing. (See our Privacy & Confidentiality Policy elsewhere on this site)

GIVING A COMPLIMENT OR MAKING A COMPLAINT

Your feedback helps us to continue to improve our services as well as telling us what we are doing well.

If you wish to compliment us, you can –

• tell the Administrator or the President or
• write to Better Hearing Australia Brisbane Inc

If you are unhappy with any part of our service, please –

• tell a member of the Board or a staff member or
• write your comments on a Complaints Record form available from the office or
• write to Better Hearing Australia Brisbane Inc

If you are not happy with the way your complaint has been handled, the Board may appoint an independent mediator or Department of Communities to seek a resolution.

If you wish to make a complaint, remember –

• your complaint is important to us
• it will be taken seriously
• it will not negatively affect the service you receive
• details of the complaint will be kept confidential
• someone else can make the complaint for you eg a family member, a friend or an advocate
• it does not have to be in writing

Better Hearing staff will always try to answer any questions you may have, so please ask.