Charter of Rights and Responsibilities for Community Care

As a consumer of Community Aged Care Services you have the following rights:


As a care recipient I have the following rights:

1. General

a) to be treated and accepted as an individual, and to have my individual

preferences respected

b) to be treated with dignity, with my privacy respected

c) to receive care that is respectful of me, my family and home

d) to receive care without being obliged to feel grateful to those providing my care

e) to full and effective use of all my human, legal and consumer rights, including

the right to freedom of speech regarding my care

f) to be treated without exploitation, abuse, discrimination, harassment or neglect

2. Participation

a) to be involved in identifying the community care most appropriate for my needs

b) to choose the care and services that best meet my assessed needs, from the

community care able to be provided and within the limits of the resources


c) to participate in making decisions that affect me

d) to have my representative participate in decisions relating to my care if I do not

have capacity

3. Care and services

a) to receive reliable, coordinated, safe, quality care and services which are

appropriate to my assessed needs

b) to be given before, or within 14 days after I commence receiving care, a written

plan of the care and services that I expect to receive

2 of 3

c) to receive care and services as described in the plan that take account of my

lifestyle, other care arrangements and cultural, linguistic and religious


d) to ongoing review of the care and services I receive (both periodic and in

response to changes in my personal circumstances), and modification of the care

and services as required

4. Personal information

a) to privacy and confidentiality of my personal information

b) to access my personal information

5. Communication

a) to be helped to understand any information I am given

b) to be given a copy of the Charter of Rights and Responsibilities for Community Care

c) to be offered a written agreement that includes all agreed matters

d) to choose a person to speak on my behalf for any purpose

6. Comments and complaints

a) to be given information on how to make comments and complaints about the

care and services I receive

b) to complain about the care and services I receive, without fear of losing the care

or being disadvantaged in any other way

c) to have complaints investigated fairly and confidentially, and to have

appropriate steps taken to resolve issues of concern

7. Fees

a) to have my fees determined in a way that is transparent, accessible and fair

b) to receive invoices that are clear and in a format that is understandable

c) to have my fees reviewed periodically and on request when there are changes to my financial circumstances

d) not to be denied care and services because of my inability to pay a fee for

reasons beyond my control

3 of 3


As a care recipient I have the following responsibilities:

1. General

a) to respect the rights of care workers to their human, legal and industrial rights

including the right to work in a safe environment

b) to treat care workers without exploitation, abuse, discrimination or harassment

2. Care and services

a) to abide by the terms of the written agreement

b) to acknowledge that my needs may change and to negotiate modifications of care

and service when my care needs do change

c) to accept responsibility for my own actions and choices even though some actions

and choices may involve an element of risk

3. Communication

a) to give enough information to assist the approved provider to develop, deliver and

review a care plan

b) to tell the approved provider and their staff about any problems with the care and


4. Access

a) to allow safe and reasonable access for care workers at the times specified in my

care plan or otherwise by agreement

b) to provide reasonable notice if I do not require a service

5. Fee

a) to pay any fee as specified in the agreement or negotiate an alternative arrangement

with the provider if any changes occur in my financial circumstances

b) to provide enough information for the approved provider to determine an

appropriate level of fee

Aged Care Act, Schedule 2 User Rights Principles