The Charleville and District Community Support Association Incorporated is committed to ensuring that you, as a valued client of this Service, have an understanding of the standards you can expect from us and what you can do if you think those standards are not met.

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Our Vision

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The Charleville and District Community Support Association Incorporated works towards creating stronger, safer and more resourceful communities in Charleville and the South West region.

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Our Mission

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To work together with communities, in a respectful and genuine way, to recognise and value the strengths of individuals and communities.

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Quality Improvement

 

The Charleville and District Community Support Association Incorporated maintains a strong commitment to a philosophy of continuous quality improvement in all of the organisation’s internal and external service provision by engaging employees, volunteers, members, service users and Management Committee Members who are committed to continuous improvement and the delivery of a quality service.

 

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Access and Equity

 

The Charleville and District Community Support Association Incorporated aims to ensure that the public has equal access to provided services that are inclusive regardless of age, gender, race, language or cultural background, ability, or location within the capacity, guidelines and resourcing ability of the organisation.

 

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Referrals to Other Services

 

The Charleville and District Community Support Association Incorporated is committed to ensuring maximum access to our services for everyone within our agreed target group, and to making appropriate and successful referrals for all clients who are ineligible for our service or who require the service of other agencies. 

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Complaints

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The Charleville and District Community Support Association Incorporated is committed to facilitating our client’s right to make a complaint about our service, to appeal a decision we have made that directly concerns them, and to ensuring that their complaint or appeal is fairly assessed and responded to promptly.

 

• Informing clients about how to make a complaint, using either internal or external mechanisms.

• Ensuring support and advocacy is available to clients who make a complaint.

• Ensuring procedural fairness in your complaints procedure and that clients are not disadvantaged by making a complaint.

• Dealing with complaints in a timely and culturally appropriate way.

• Advising the client of the outcome of their complaint.

• Taking the outcomes of complaints into account in planning service improvement.