Your Rights

As a service user of Holdsworth Street Community Centre you have the right to:

Be treated with respect, consideration and courtesy;
Complain or express your concerns without fear of losing services or recrimination;
Have your concerns or complaints dealt with fairly and promptly;
Decide on and choose your services in consultation with the appropriate Centre staff member;
Have access to, and be assessed for services, without discrimination;
Privacy and confidentiality;
Appoint an advocate of your choice;
View any information about yourself held by the Centre.

You have the right to appoint a person of your choice to represent you during an assessment, review, complaint or any other communication between you and the Holdsworth Street Community Centre. The person may be a family member, a friend, or from a professional advocacy service.

You have the responsibility to:

Give adequate notice of cancellation of service;
Treat the staff with respect and courtesy;
Pay all contributions promptly;
Take responsibility for any decision you make;
Assist in the evaluation of the programme that you receive services from;
Notify us of any changes in your health or your contact details.

What Information does the centre keep about me?

Holdsworth Street Community Centre keeps a file on everyone who uses our service. We only collect information about you that is necessary for us to be able to provide you a service and to meet funding body requirements.

Client confidentiality is a right for all clients who use our service. We have a policy that states we cannot collect or release any information without your consent. This consent will be gained either in writing or verbally over the phone. You have the right to withdraw this consent at any time.

There could be times when we will be forced to pass on information without your knowledge or consent. This will only occur in the case of an emergency or as a legal requirement for us, under duty of care to you, and if disclosure of this information will reduce the chance of abuse or serious injury.

All information held about you at the Centre is physically protected against damage, loss or access without permission. This includes information held on our computers.

You have the right to see your file or records. All you need to do is contact your Program Coordinator and make an appointment with them.

Download our Client Handbook as a PDF.

What if I have a concern or complaint?

If you are not happy with your service, or have suggestions for improving a service, we would like to know. Informal or formal complaints may be made by telephone, in writing or to any staff member. The Centre will acknowledge your complaint within 7 working days. We aim to resolve all complaints within 28 working days. Your service will not be stopped, nor will you be penalised in any way if you complain. Ask for a copy of our complaints policy. Compliments are also welcome if we’ve earned them!

Phone 9302 3600 and ask to speak to The Coordinator of the Program or The Centre Director,

OR
Write a letter, or ask for a Client Complaint Form, fill it out, and post in an envelope marked ‘Confidential’, addressed to either:

The Chairperson,
Management Committee
Holdsworth Street Community Centre Woollahra Inc
64 Holdsworth Street
Woollahra NSW 2025

OR
Phone the Director on 9302 3600 at the above address.
There is also a free service to assist you with any complaints:

The NSW Ombudsman
Level 24, 580 George Street
SYDNEY NSW 2000
Phone: (Freecall): 1800 451 524 or (02) 9286 1000

For more information contact us at (02) 9302 3600 or info@holdsworth.org.au

Download our Client HandBook as a PDF.