Crossgain Care is obligated to adhere to the relevant disability laws of Victoria, as well as the national legislation pertaining to disability.
Additionally, the organization is directed by the provisions outlined in the United Nations Convention on the Rights of Persons with Disabilities, which mandates that individuals with disabilities are entitled to the same human rights and fundamental freedoms as all other persons.
– Receive services that are of high quality and tailored to meet your individual needs
– Be treated with respect and courtesy by employees at Crossgain Care.
– Receive care that is considerate of your cultural background, beliefs, values, and characteristics.
– Be actively involved in making decisions regarding your support.
– Be fully informed about available service options and associated costs.
– Receive assistance in comprehending any information provided to you
– Have the right to seek the support and guidance of family, friends, carers, and independent advocates to protect your rights and represent your interests
– Have the right to access advocacy services, including information on how to obtain an advocate.
– Have the right to refuse a service without facing discrimination in accessing future services.
– Receive services in a private setting that ensures confidentiality.
– Have your personal information protected and kept confidential.
– Have the right to access your records and request corrections if any information is inaccurate.
– Submit feedback to Crossgain Care, including positive remarks or grievances regarding the care and services rendered. (Feedback may be conveyed verbally to a staff member or in writing via email to admin@crossgaincare.com.au)
– Have complaints duly investigated, with requisite measures undertaken to address and rectify the concern.
– Reach out to the NDIS Quality and Safeguards Commission should the resolution provided by Crossgain Care in response to a lodged complaint be deemed unsatisfactory.
There are many ways to make a complaint to the NDIS Quality and Safeguards Commission:
– Communicate to Crossgain Care the preferred method of support provision to satisfy the participant’s requirements.
– Engage in dialogue with Crossgain Care should there be any issues concerning the supports provided.
– Provide Crossgain Care with a minimum notification of 24 hours in the event the participant is unable to attend a scheduled appointment, with the understanding that failure to do so will result in the application of Crossgain Care cancellation policy.
– Notify Crossgain Care promptly should there be any changes to the participant’s NDIS plan, including suspension, replacement, or cessation of participation in the NDIS.
– Uphold the privacy and confidentiality of all associated individuals
– Ensure the provision of a safe environment for Crossgain staff during home visits.
