Client Charter of Rights

Relationship Matters Client Charter of Rights

Relationship Matters is committed to building positive, safe, and respectful personal and
professional relationships by providing exceptional and responsive services to the
Victorian community. Relationship Matters reflects a compassionate concern for those
experiencing relationship difficulties, isolation and hurt and celebrates the joy of positive
relationships. Our mission is to promote positive relationships.

YOUR RIGHTS
You have the right to:
• access services that are safe, appropriate, and respectful of your cultural and individual needs.
• participate in decision-making processes that affect your service, including the right to give
informed consent or refuse a service.
• receive clear and accurate information about the services provided, including the cost, and
expected outcomes.
• request a referral to other services.
• give feedback about the service received.
• decline the participation of others not directly related to your situation such as students on
placement or trainee staff.

YOUR RESPONSIBILITIES
As part of our commitment to support you, we request that you:
• treat service providers and other clients with respect, including their privacy.
• notify us if you have specific requirements, such as the use of an interpreter.
• attend all appointments and notify Relationship Matters as soon as possible if unavailable.
• attend the service free from the influence of alcohol or other drugs that may impair your ability
to engage with the work.
Relationship Matters is focused on providing you with an excellent service and welcomes
your feedback so we can continually improve the quality of service provided. Our service
providers aim to be aware and inclusive of broad communities, including LGBTIQ+ people,
culturally and linguistically diverse people, Aboriginal and Torres Strait Islander people,
their families, and communities.

Confidentiality

Your right to confidentiality in counselling and family dispute resolution is protected under the Family Law Act 1975. Confidentiality is limited, however, when a counsellor or a family dispute resolution practitioner suspects child abuse or reasonably believes there is a threat to a child, another person, property or public safety.

Privacy Statement

Relationship Matters is committed to providing you with a quality service which includes ensuring that your privacy is maintained. We are bound by the Privacy Act 1988 and the Health Records Act 2001 under which you are entitled to:

1. know why your personal information is being collected and how it will be used;
2. ask for access to your records, including your health information;
3. take up opportunities to stop receiving direct marketing material;
4. correct inaccurate information about you;
5. know which organisations will be given your personal information;
6. ensure organisations only use your information for purposes they have told you about;
7. find out what information an organisation keeps about you and how they manage it.

Relationship Matters is committed to providing you with excellent client service and welcomes positive feedback on the services we have provided you and any feedback on how we might do things better.

Relationship Matters Feedback Policy

Relationship Matters aims to provide excellent client service and positive client experiences. We welcome feedback, including complaints, on any services you have received.  If you would like to share your feedback, please:

1. Speak with the staff member who provided your service.
2. If you are not satisfied with the response, you can ask to speak with the staff member’s Manager.
3. If you remain unsatisfied with the response, you can contact the Executive Manager Service Development and Quality, by phone, letter or email at feedback@relationshipmatters.com.au to describe your situation and what outcome you are seeking.

When we receive any written complaints, we will:

1. acknowledge your concern (within 2 days)
2. investigate any complaint
3. provide an appropriate response
4. advise you of our response (within 20 days)

You are welcome to discuss our response if you believe the issue is not resolved.  If it remains unresolved, you can complain to:

• the Australian Government Department of Social Services (DSS) 1300 653 227
• The Office of the Australian Information Commissioner (if the concern relates to privacy and information handling). Please note the complaint must be in writing and for further information, call their enquiries line 1300 363 992.

Please talk with your counsellor, dispute resolution practitioner or course facilitator if you have any questions about this Charter or if you would like further information about Relationship Matters privacy policy or complaint handling practices.