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Your customer rights and

responsibilities at Yooralla

Easy English

Some words in this book are in blue. You can find

out what these words mean at the end of this

book. Go to page 13.

This book tells you about your

rights

and

responsibilities

as a Yooralla customer.

This document is uncontrolled when printed, please refer to the Controlled Documents Public Library for the current versionApprover: Chief Practitioner Effective Date: 11/09/2019 Review Date: 22/03/2022Responsible Manager: Director, Policy, Compliance and Research Controlled version: 2 of 62

Blue

Words

What are your customer

responsibilities at Yooralla?

Customer responsibilities are the things that you need

to do as a Yooralla customer.

You must treat everyone with respect

To treat a person with respect means to

treat them well

and

think about their

o feelings

and

o rights

Everyone should be treated with respect including

Yooralla employees

and

other Yooralla customers


Treating a person with respect

includes

not using swear words at

people

not saying mean things

not spitting at people

not pushing

and

not hitting

You have to pay for the services you get from

Yooralla.

Everyone at Yooralla should feel safe.

You should

speak up if you feel unsafe

or

if you think that someone else is

unsafe


If you feel

unsafe

or

think that someone else is unsafe

you can talk to your

support worker

service manager

or

a family member

You can also contact Yooralla’s Customer Relations

team. You can

call 03 9666 4500

or

email [email protected]


mailto:[email protected]

Your customer rights at Yooralla

You have a right to be treated as an individual

This means that from Yooralla you can expect that

your life goals are

o understood

and

o respected

you are supported to achieve your life

goals

you are treated

o fairly

and

o equally


This means to be treated just like

everybody else regardless of your

disability.

You can choose how you want to live your life. This

includes

o where you live

o who your friends are

o how often you see your friends

o how often you see your family

o if you want to work

o where you want to work

and

o what you do for fun

you can choose to be supported by

o an advocate

and

o other services


Y

o

u

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a

v

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a

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h

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t

oThis document is uncontrolled when printed, please refer to the Controlled Documents Public Library for the current version

Approver: Chief Practitioner Effective Date: 11/09/2019 Review Date: 22/03/2022Responsible Manager: Director, Policy, Compliance and Research Controlled version: 2 of 62

e

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y

Yooralla will

work with the government

andThis document is uncontrolled when printed, please refer to the Controlled Documents Public Library for the current version


other people

to continue to make its services

better

Yooralla will make sure that people know about how

to make it

better

and

easier

for people with disability to use public places

These are the places where everyone can go to.

For example

libraries

train stations

airports

hospitals

or

swimming pools


You have a right to expect your relationships

with the people who support you will be

open

and

honest

This means

getting clear communication about your

o supports

and

o services

that what you pay for your services and supports

o is fair

and

o that you understand the prices of these

supports and services


This means

you get services that are

o good quality

and

o safe

that Yooralla gives you an easy way to

o make a complaint

and

o give us feedback

Please see Your Yooralla

Experience document in Easy English to find out

how to

provide feedback

or

make a complaint


You have a right to expect good services from Yooralla

You have a right to make informed choices

This means being supported to

make your own decisions about your

o life

o supports

and

o services

learn about different

o options

and

o services you can choose from

You can expect your supports and services to be

free from

exploitation

abuse

discrimination

harassment

andThis document is uncontrolled when printed, please refer to the Controlled Documents Public Library for the current version


neglect

Y

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u

Empower means to

support

and

encourage you to make your own

o decisions

and

o choices


You can expect that Yooralla will

support you in your

decisions

and

choices


What the blue words mean

rights

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if This document is uncontrolled when printed, please refer to the Controlled Documents Public Library for the current version


or

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individual

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d

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advocate

A

person

who

wants

what is

best

for

you.

An

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service

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relationships

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The

way

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talk to

people

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way

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people

w

h

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w

There

are


differe

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ways

to

comm

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examp

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s

u

The

help This document is uncontrolled when printed, please refer to the Controlled Documents Public Library for the current version


p

p

or

ts

you

get

with

d

a

t

price

How

much

money

somet

hing

costs.


complaint

Telling

someo

ne if

you

are not

happy

with

a

t

o

s

A

compl

aint


can be

ver

wri

for

or

inf

Yo

wit

or

ext


You

can

ask an

advoc

ate to

help

you

make

a

compl

aint.

Please

see

Your

Yooral

la

Experi

ence

docum

ent in


Easy

Englis

h to

find

out

how to

pro

an

ho

feedback

Giving

feedba

ck

means

telling

us

what

you


think

about

o

o

s

F

p

o

n


exploitation

Treatin

g

someo

ne

unfairl

y in

order

to

benefit

from

them.


abuse

Treatin

g

someo

ne with

c

a

v

Abuse

can be

p

v

fi


e

s

s

or

s

Abuse

is

agains

t the

law.


discrimination

Discri

minati

on

means

being

treated

u

or

n

harassment

A

behavi

our

toward

s

anothe

r

person

that


is

h

or

in

Harass

ment

can be

o

o

it

Harass


ment

becau

se of

the

disabili

ty of a

person

is

agains

t the

law.

neglect

This

means

someo

ne

does

not get

the

care

they

need.


The Easy English in this book was updated in September

2019.

Images in this book are from

Softpics © Innovative Communication Programming (Ylana Bloom

& Dolly Bhargava)

Photosymbols. www.photosymbols.com

Freepik. www.freepik.com
