Rights of Service Users

You have the right:

  • to be believed.
  • to be treated with respect and consideration.
  • to privacy and confidentiality (within limitations).
  • to access any counselling notes that have been recorded in your file.
  • to ask questions.
  • to be informed about your options and have your decisions regarding them respected.
  • to refuse involvement in research, or any other service offered.
  • to a safe and supportive environment.
  • to not have your file included in a clinical audit.

Human Rights:

CASV are committed to upholding your human rights in all service delivery and decision making. As a client of CASV, you have the right to:

  • Recognition and equality before the law.
  • Protection of families and children.
  • Cultural rights.
  • Cultural rights of Aboriginal and Torres Strait Islander peoples.
  • A fair hearing.
  • Education.
  • Health services.
  • Privacy and reputation.

Lodging a complaint

  • The CASV is committed to providing the best possible service to service users and the community.
  • It is important that we are notified of any problems or concerns with our service so that we can address the issues promptly.
  • If you have a complaint about the service you can lodge a verbal or written complaint to;
    • the worker directly.
    • the CASV Manager, or Chairperson of the CASV Management Committee PO Box 243, Woodridge, Qld 4114 or manager@casv.org.au.
    • The Department of Justice and Attorney-General GPO Box 149, Brisbane Qld 4000 or online through the complaint form: www.justice.qld.gov.au.
  • You may access a support worker or an advocate who is independent of the service to assist you to make a complaint.

When you make a complaint, you have the right:

  • to the fair and prompt investigation of any complaint you may have regarding services you have received.
  • to make a complaint without fear of being disadvantaged.
  • to make a complaint verbally or in writing.
  • to have an advocate or a support person present when making a complaint.
  • to be informed of the outcome of your complaint.