Services

Our Service Charter

As part of our service to you, we will:

inform you of and uphold your rights and responsibilities;
treat you with courtesy, dignity and respect;
treat you fairly and without discrimination;
give you information about our services and associated costs, as well as other service options, within and outside Step Up Support Services;
involve you in decisions about your service, as well as our programs and policies, and support you to make informed choices;
provide services that take into account your lifestyle, cultural, linguistic and religious background and preferences;
protect your personal information and only use it for the right reasons;
support you to provide us with feedback on our service, including complaints;
promptly address enquiries and complaints about the care you are receiving;
support you to connect with other services, including advocates, interpreters and translators, if needed;
Support you and provide comprehensive and integrated mental health care that needs your individual needs and achieves the best possible outcomes in terms of your recovery;
support you to have a person to speak on your behalf for any purpose; and
provide safe and appropriate services that are culturally relevant and that support your ongoing needs and goals.

As our participant we ask that you:

provide us with information that will help us best support you;
tell us if things change or you cannot keep an appointment or commitment;
act respectfully and safely towards other people using the service, and towards our staff;
provide us with feedback about our service and how we can work better;
promptly pay the agreed fees associated with your services; and
tell us as early as possible if our services are not required.