Epilepsy Action Service Access Policy

1.1 That all potential consumers have access to the service that is provided by the association.
Access to our service is non-discriminatory and based on individual needs regardless of race, religion, gender, age or level of disability. For community groups the request for education is often the priority and provided on a needs basis. We at all times endeavour to ensure that the consumer's needs are met as effectively as possible.

1.2 That consumers can leave the service as they desire.
Exit from the service is done voluntarily by the consumer. Exit occurs when the consumer decides that our organisation has satisfied their needs or when our staff have referred them to a more appropriate service provider because their needs have changed.
Epilepsy Action remains accessible to all consumers as the need arises.

1.3 That staff and consumers are protected during service delivery.
The epilepsy educators are often asked to visit people with a seizure disorder and their families at home. This practice enhances relaxation, which is a necessary part of good counselling. The hazard to this practice is safety risk to consumer and staff.

To ensure safety and protection:

All new staff will undergo a criminal record check.
When counselling a minor at home Epilepsy Educators will ensure that an adult family member or guardian is present.
When counselling people on their own Epilepsy Educators will ensure that another adult member of the family or friend is present in the house and in close proximity if practical.
If staff are visiting clients in isolated areas special internal safety procedures are followed.

Complaints
We ensure that any complaints made by consumers and staff are handled confidentially and discretely. All complaints by the consumers or staff will be handled confidentially and made available only to the Chief Executive and the Board of Directors. The Chief Executive will liaise with the consumer or staff regarding the outcome of the complaint or dispute.

If you want to lodge a complaint please contact:
Carol Ireland
Chief Executive Officer
Email: epilepsy@epilepsy.org.au

Services, Privacy, Dignity and Confidentiality
Epilepsy Action recognises and respects that each consumer has a right to privacy, dignity and confidentiality in all respects of their life. It is our policy to ensure that any information obtained from the consumer is stored safely and not given third parties. (see our full Privacy Policy for further details).

1300 EPILEPSY (1300 37 45 37)
Australia-Wide Priority Call