When using our services, you have a right to:

• Respect, dignity and courtesy at all times, regardless of gender, race, colour, religion, nationality, age or ability.
• Clear information about our services and how to access them.
• Choose whether to participate in our services, which services meet your needs and negotiate goals of service.
• Professional counselling and support services from appropriately qualified and experience staff.
• Confidentiality in relation to your personal information, except where the law requires disclosure.
• Access to the information about you kept on file, by prior application.
• Prompt and fair investigation of complaints if you are dissatisfied with any aspect of the service provided.

When using our services, you have a responsibility to:

• Treat staff and other clients with courtesy and respect.
• Ask questions about anything you do not understand.
• Keep appointments or provide a day’s notice that you need to cancel or change an appointment.
• Provide accurate information and advise us of changes in your personal circumstances.
• Provide feedback by completing a Client Feedback Form through Camcare’s website or by completing the questionnaire provided at the end of service, so we can improve our services.

Should you wish to make a complaint please call or write to the CEO at our Camberwell Office outlining your concerns and providing your contact details. Your complaint will be followed up promptly; treated in confidence; fully investigated and the decisions made about how to address the complaint discussed with you. People who make a complaint will continue to receive services, if they so choose.