Client Rights

Your Rights

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Clients of our service have the right to:

  • holistic responsive support
  • be treated with dignity and respect
  • personal and family privacy
  • freedom from discrimination
  • information provided about their rights
  • complain if these rights are not respected, and
  • withdraw from dealing with our service.

Your right to holistic responsive support

We provide bereavement support to individuals and families in their grief and help people access services responsive to their immediate and longer-term needs.

We work with local and regional service providers to coordinate the care individuals and families need in their time of grief and to support their healing.

Your right to dignity and respect

We treat all individuals, families and communities with dignity and respect, free from exploitation, abuse or neglect.

We respect our client’s right to feel valued, listened to and respected and have their sense of self, identify and wellbeing maintained in dealing with their grief.

Your right to freedom from discrimination

No one is discriminated against on the basis of their race, gender, sexual orientation, age, religion, marital status, political belief or any other preference or personal characteristics.

Your right to complain

All individuals, families and communities using our service have a right to raise a complaint and have complaints investigated and resolved in a respectful, fair, and timely manner.

Your right to withdraw

All individuals and families have the right to withdraw from using our service at any time.


Confidentiality and Privacy

Personal and family privacy is treated with the utmost respect and sensitivity and all matters discussed are treated confidentially.

We always seek the permission of individuals and families to share information to facilitate their access to local services.

If you wish to remain anonymous while accessing our services, please talk to your advocate.

We adhere to the Privacy Act (1988), Freedom of Information Act (1982) and respective state and territories privacy laws, to protect personal information at all times.

No information may be released about our clients/families without their consent, unless:

  • disclosure is required by law, or
  • the safety of the client/family or other persons is at immediate risk.

When and why we will ask your permission to share information

Our Advocates will initially talk with you to gain an understanding of your needs and assess what supports you and/or your family need.

We then develop a care plan and ask your permission to share information with local service providers to facilitate access to the services you need.

We only speak to other service providers with your permission.

Your right to access your information

You have the right to access the personal information we keep about you.

Exceptions to this right include:

  • where providing access would have an unreasonable impact on the privacy of others
  • we reasonably believe giving access would pose a serious threat to:
    • the life, health or safety of any individual, or
    • public health or safety
  • where denying access is required or authorised by a law or a court/tribunal order
  • where providing access would be unlawful, or
  • the information relates to existing or anticipated legal proceedings between our organisation and yourself.

How to access your information

You can make a request:

We will endeavour to respond as soon as possible and in the manner requested, if it is reasonable and appropriate to do so.


If requested, we will be happy to amend our records if any information in your file is incorrect.

Retention of records

Your personal information is kept for seven years and then destroyed in accordance with Privacy Acts.

We ensure we protect client confidentiality when destroying files and keep records of what has been destroyed.


All data is de-identified prior to mandated government reporting so no one can recognise you or your personal information.



In undertaking any research, we are committed to complying with National Health and Medical Research Council Guidelines.