Rights and Responsibilities
Confidentially, Personal Information Collection and Your Rights and Responsibilities
The collection of personal information is necessary for us to provide you with the best possible service now and in the future.
Positive Solutions complies with the Privacy Act 1988 (Cth) and upholds the Australian Privacy Principles in collecting, maintaining and storing personal information in a private and secure manner.
Our Privacy and Confidentiality Policy which explains the collection of personal and sensitive data, how we collect, hold, use and disclose your personal information. Positive Solutions Privacy Policy External Policy Summary is available here.
Your rights and responsibilities as a client of Positive Solutions are outlined below.
If you have any further questions about this information, please discuss with a Positive Solutions staff member.
Reports
Positive Solutions does not provide reports for any service other than:
- Workers Compensation, being for the insurer.
- Mental Health Care Plans, being to the referring GP.
For mediation services, including workplace and family mediation, copies of agreements will be provided.
Your Rights
In addition to the above please remember that it is your right to:
- Ask to see another practitioner.
- Request to bring a partner or a friend with you for support. Please note that in joint mediations approval from other parties is required.
- Stop engagement with or contact with Positive Solutions at any time.
- If you agree to take part in future evaluation, provide consent to do so.
- Be treated in a professional, courteous and caring manner with dignity and respect regardless of race, ethnicity, gender, sexual orientation, religion, personal values, age, disability or financial status.
- All sessions being undertaken in a safe environment.
- The complete attention of your practitioner, we will endeavour to ensure interruptions during your session are avoided.
Your Responsibilities
Positive Solutions is committed to ensuring that our offices provide a safe environment for all individuals, including clients, staff and any other community member. As a client of Positive Solutions you have the responsibility to:
- Be respectful of others, including other clients of Positive Solutions and staff of Positive Solutions.
- Be respectful of Positive Solutions resources and property.
- Attend the service in a fit state (not under the influence of drugs and/or alcohol).
- Fully participate in your session to maximise the benefit of the session (turn off mobile phone/s).
- Maintain confidentiality regarding information about other clients or participants in programs provided by Positive Solutions.
- Provide accurate information about yourself and your situation to enable us to provide the best care and service we can.
- Keep your scheduled appointment time. If you need to cancel an appointment please do so as soon as you can. If an appointment is cancelled with less than 24 hours’ notice, cancellation fees will be incurred as per our Cancellation Policy.
To make a complaint
If you are having a problem with your practitioner or with Positive Solutions:
- Talk to the person concerned.
- Fill in our feedback form located here.
- Contact the Operations Manager of Positive Solutions. If this is not suitable, contact the President of the Board at Positive Solutions.
- If not satisfied, make a complaint to your organisation, which has contracted Positive Solutions on your behalf.
- If you are still not satisfied, report the matter to the Office of Consumer Affairs, which deals with complaints against businesses, or the Health Complaints Ombudsman, or the Australian Health Practitioner’s Regulation Authority.
- If your complaint is in relation to a Family Dispute Resolution or Family Law Counselling matter and are still not satisfied, report the matter National Office Complaints Team at the Attorney-General’s Department, ph 02 6141 6666, email: [email protected].
