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Client Charter

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.


You have the right to:

  • participate in the formulation of all plans relating to your situation
  • request a review at any time
  • request a referral to other services
  • give feedback about the service at any time
  • decline to participate with any request that you believe to be unreasonable
  • decline the participation of others not directly related to your situation such as students on placement or trainee staff.


Relationship Matters undertakes to provide you with the best service we can. To assist us to help you, we request that you:

  • respect the privacy of others attending the service
  • notify us if you have special needs or require the services of an interpreter
  • keep appointments and/or if unable to attend notify Relationship Matters as soon as possible
  • be as honest as you can about your situation
  • participate in the development of a counselling plan and other interventions where appropriate
  • treat staff with courtesy and respect
  • attend the service free from the influence of alcohol or other substances that may impact on your ability to engage with the work.

Relationship Matters is focused on providing you with excellent client service and welcomes your feedback so we can continually improve client experiences.

Relationship Matters staff have a sensitivity to, and awareness of, diverse communities including lesbian, gay, bisexual, transgender, gender diverse, intersex, queer, asexual and questioning (LGBTIQ+) and culturally and linguistically diverse people. This includes an awareness of the needs of Aboriginal and Torres Strait Islander people, their families and communities.

Our Mission

To promote positive relationships.

Relationship Matters serves the Victorian community by promoting positive relationships for the achievement of wellbeing and the fullness of life. Relationship Matters reflects a compassionate concern for those experiencing relationship difficulties, isolation and hurt and celebrates the joy of positive relationships.

Our Commitment to You

Relationship Matters is committed to:

  1. Providing you with high-quality professional relationship services.
  2. Providing services to people regardless of gender, race, sexual preference, religion, culture, social or economic circumstances.
  3. Contributing to community wellbeing by providing preventive and early intervention programs and support services, which minimise the emotional, social and economic costs associated with disruption to relationships.
  4. Helping people to deal positively with significant life changes, to develop their potential and to optimise their quality of life.
  5. Creating an environment in which clients and staff are encouraged to learn and develop.

Our Values

Relationship Matters staff and directors are committed to high quality, client-focused, professional service provision aimed at enabling children, young people and adults, in all their diversity, to develop and sustain safe, loving, supportive and nurturing relationships. Our values are:


We are committed to offering a sense of hope to those who come to our service. No matter what the circumstances for the individuals, children, partners and couples who come to Relationship Matters, we will work to ensure that all clients experience the growing sense of hope that the future will be good for them, their families and the communities in which they live.


We recognise that as social beings, we are likely to require assistance with our relationships at different points in our lives. The development of respectful, meaningful and fulfilling relationships that optimise the quality of life are intrinsic to creating socially inclusive and empowered lives within families and communities.


Relationship Matters celebrates diversity and seeks to serve all people regardless of their religious, social or cultural background or economic circumstances.


We recognise that seeking and giving assistance is a positive and healthy action and as such we will work to ensure our clients are always provided with ethical and professional support in an environment that affords them respect, privacy, and dignity.


Human growth and development are essential to the achievement of full human potential. We seek to work innovatively to secure positive and sustainable change that improves the lives of individuals and the communities in which we work.

Ethical Standards

Relationship Matters recognises the essential dignity of each and every person and our practices are supported by the following ethical standards:

  1. Relationship Matters services are to be used only for the good of the organisation and not for personal gain or profit by our staff or Board members.
  2. Relationship Matters policy of confidentiality is paramount.
  3. All Relationship Matters staff have a responsibility for preventing situations which may cause harm to themselves or others, by working safely and identifying risks to safety.
  4. No staff will engage in any sexual relationship with client/s or former clients.
  5. Counselling will not be provided to members of Relationship Matters staff, their partners or direct family members.


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 Complaints Policy

Relationship Matters is focused on providing you with excellent client service and welcomes your feedback so we can continually improve client experiences. If you are not happy with any aspect of the services you have received please:

  1. In the first instance, speak directly to your practitioner.
  2. If you are still concerned phone our Stream Manager, Client Services & Quality Assurance.
  3. If your concern has still not been addressed, you can either phone, email, or write a letter addressed to our Senior Manager Service Development and Quality, explaining the situation and what you would like to see happen.
  4. When we receive your call or letter we will make sure that:
    – your complaint is investigated to find out what happened
    – where appropriate, action is taken to correct the problem
  5. We will acknowledge your concern within two days and respond within 20 days of hearing from you to let you know what action has been taken in response to your complaint.
  6. If you are not satisfied with the response we will invite you to discuss your complaint with us further. If the discussion cannot resolve the problem you can complain to the Australian Government Department of Social Services (DSS) 1300 653 227

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.