Our Policies

Community Access, Choice and Decision-Making Policy

This policy supports your right to make choices, participate in decisions that affect your life, and access the community in ways that are meaningful to you.

Your Rights

• Decide for yourself and take part in decisions that affect you.
• Be treated with respect and be free from discrimination, harassment, abuse, or exploitation.
• Be heard and receive high-quality supports that meet your needs and applicable standards.
• Participate fully in creating your own goals and action plans.
• Receive clear information about available service options and how to access them.
• Have complaints heard and managed fairly.
• Share your thoughts, views, and ideas freely.
• Access a translator or interpreter where required.

Your Rights Under Australian Consumer Law

When purchasing goods or services, you are protected by Australian Consumer Law.

• The right to fair treatment.
• The right to accurate information before making a purchase.
• The right to stop using a poor service.
• The right to a repair, replacement, or refund where something goes wrong.

These rights cover goods and services such as:

• General goods such as groceries, clothing, and household items.
• Disability-related items such as hearing devices, walkers, wheelchairs, mobility scooters, and lift chairs.
• Services such as accommodation, cleaning, cooking, personal care, gardening, and case management supports.

Representatives and Advocacy

You may choose a person or people to represent you, including family, friends, carers, and advocates. Their role may include supporting and defending your rights as a person with disability.

We recognise the right of representatives to be heard and have their suggestions considered in your interest, but actions are taken only with your consent.

You also have the right to seek legal advice or other services, and our staff can assist you to access them if requested.

Community Access

You are free and entitled to access the parts of the community you choose. You have control over your lifestyle and daily activities.

Sam-Rena's does not impose unnecessary restrictions on your movement or choice of activities. We work with you to support your personal goals and participation.

Your Responsibilities

• Ask questions and provide information so we can better support your needs.
• Treat staff and other participants with respect.
• Not discriminate against staff members or other participants.
• Respect the privacy and confidentiality of staff and other participants.
• Participate actively in planning and work toward agreed goals.
• Accept responsibility for the outcomes of your own choices and actions.
• Keep appointments, or provide reasonable notice if you cannot attend.
• Make agreed payments for fees or levies where applicable.

Your Personal Information

All participants have the right to privacy and confidentiality. We inform you when private or sensitive information is being recorded, seek your consent before sharing it with another service, and notify you if we are legally required to disclose it.

We also ensure records are stored securely in a private and protected location.