Meals On Wheels

Rights & Responsibilities

Clients Rights:

  • You have a right to express your concerns about the service without fear of losing the service.
  • You have a right to have your complaints dealt with fairly and promptly.
  • You have a right to be represented by an Advocate of your choice.
  • You have a right to be assessed to receive meals without discrimination.
  • You have a right to have your specific dietary requirements met where possible.
  • You have a right to privacy and confidentiality.
  • You can expect that no information about you will be provided to anyone else outside the service without your permission.
  • You have a right to view any information about yourself held by the service.
  • You have a right to refuse the service without retribution.

Clients Responsibilities:

  • Work with the NMOW Staff and Volunteers to ensure that the services delivered meet my support needs
  • Treat the Service Provider and their representative with courtesy and respect and not ask for their personal details
  • Advise my Branch/Social Support Coordinator if my contact details change
  • Provide all essential need to know information with regard to dietary requirements
  • Ensure the home is safely accessible for staff and volunteers (e.g. pets controlled, free from dangerous material) and agree to the Engagement Coordinator completing a WHS Assessment Checklist
  • Talk to my Branch/Social Support Coordinator if I have any concerns, require changes or are not satisfied about the service provided
  • Give reasonable and required notice should I wish to cancel a meal delivery/service or this Agreement
  • Be at home to receive meal deliveries or advise my Branch Coordinator otherwise (if you are not home when the volunteer arrives, the meal will not be left).
  • Ensure payments for services provided are paid in full and on time according to invoice terms. If Financial Circumstances change, contact my Branch Coordinator to discuss alternative payment schedule.
  • Not request staff or volunteers to provide services outside this agreement
  • Take responsibility for decisions I make about the service
  • To provide feedback about the services I am receiving
  • To abide by the terms of this agreement
  • To correctly store your meal immediately if not eaten straight away.
  • To follow cooking instructions on each individual item

Service Provider Responsibilities

  • To provide prompt, reliable, coordinated, safe and quality services appropriate to the client’s needs as set out in their Care Plan and through the Australian Government Charter of Aged Care Rights.
  • Consider each Client’s best interest when providing services
  • Review the service with the client on a yearly basis
  • Respect the client’s choice to use or not use our service
  • Consult with the client on decisions/options regarding their service
  • Provide meals/services in accordance with all relevant laws and legislation, including food safety standards, and keep accurate records of the meals/services provided
  • To ensure privacy and confidentiality of all personal information to the greatest extent permitted by law with the right for client to access when requested
  • To provide assistance to understand any information provided to Clients
  • To investigate fairly and confidentially any Complaints and to ensure appropriate steps to resolve the matter without creating fear with the client of losing the service or being disadvantaged
  • To negotiate an alternative arrangement if any changes occur in a client’s financial circumstances which limit their ability to pay due fees
  • Issue regular invoices/statements and/or receipts upon request
  • Comply with the approved guidelines relevant to a client’s funding scheme
  • To abide by all terms listed in the Service Agreement

NMoW has a commitment to upholding each person’s legal and human rights in all aspects of service delivery and will act to promote and protect these rights in accordance with the Universal Declaration of Human Rights, the Charter of Aged Care Rights, and the United Nations Convention on the Rights of Persons with Disabilities. We believe that all people have a right to be looked after properly, treated well and given high quality care and services. We ensure that all clients are made aware of their rights and responsibilities and are provided with a copy of the Charter of Rights. Each person will receive a service that promotes and respects their legal and human rights and enables them to exercise choice like everyone else in the community.

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