As a client of Epilepsy Action Australia (EAA) there are certain standards you can expect. As part of receiving our service you also have certain responsibilities to ensure your service is as effective as possible.
- To be treated with courtesy, dignity, respect and care
- To receive a quality service from appropriately trained professionals
- To have your personal values, human rights, ethnicity, religion, age and gender respected and considered during service provision
- To receive information in your language or format of choice and to have an interpreter available if required
- To be included in decision making about the service you receive
- To have an advocate, cultural liaison worker, family member or friend present at your service if desired
- To have your personal privacy respected and your confidentiality protected
- To make a complaint or suggestion about EAA without compromising the service you are receiving (More information about our complaints procedure can be found athttps://www.epilepsy.org.au/about-us/complaints-policy-procedure).
- To discontinue use of the service at any time without compromising any future service
- To access, in the presence of an EAA staff member, any information EAA records about your service
- To be informed in advance of any costs associated with your service
- To be respectful to staff, volunteers and others client of EAA
- To provide accurate information to ensure the most appropriate service can be delivered
- To inform EAA, with 24 hours notice, when you are unable to keep a scheduled appointment
- To undertake any actions agreed upon during the course of your service
- To respect the confidentiality of other EAA clients you may meet during group sessions or other services
Epilepsy Action Australia (EAA) provides innovative services to optimise the life outcomes of people with epilepsy. During the course of service clients may identify needs that are not related to their epilepsy and, therefore, fall outside the scope of our expertise. In these situations EAA will assist you to locate the most appropriate service.
The majority of services are offered free of charge for people with epilepsy and their families. Some group or residential programs attract a fee for service.
If you have any questions about your rights and responsibilities, or the scope of EAA service, please speak with your service provider or contact EAA on 1300 37 45 37 or email us at firstname.lastname@example.org.
To make a suggestion please email us at email@example.com
To make a complaint, please visit https://www.epilepsy.org.au/about-us/complaints-policy-procedure for more information.