This service charter outlines our commitment to you when you use MacKillop services. It's about everyone being clear on how people should treat one another and how we can work together to achieve the best possible outcomes.

Your rights at MacKillop

This charter sets out your rights and how you will be treated when you engage with any MacKillop program or service. It also includes your responsibilities and what you can do to help us provide the best programs and services.

At MacKillop, we commit to working with all who access our services with respect, compassion, hope, justice and collaboration. We have also adopted a trauma informed approach called The Sanctuary Model to guide our work. The Sanctuary Commitments are embedded in our work, and closely align with the rights outlined in this charter.

Respect

We will:

• Treat you fairly
• Acknowledge you as the expert in your life
• Inform you about your rights and responsibilities
• Provide quality, reliable services by suitably skilled people
• Listen to any complaints that you may have, and respond to them in a respectful and timely manner

Safety

We will:

• Commit to provide safe services, free from abuse, neglect, violence and preventable injury
• Provide services that are equitable and do not discriminate, which means we will respect your culture, family situation, age, gender, disability, faith, sexual orientation and gender identity
• Uphold our commitment to be a Child Safe Organisation, with zero tolerance of child abuse, neglect and / or exploitation.

Privacy

We will:

• Protect your privacy and dignity
• Keep your personal information confidential unless otherwise required by law
• Maintain a clear and accurate record of the service you receive, and support you to access the record if you wish

Participation

We will:

• Give you opportunities to be involved in decisions and planning about the services you access
• Make sure that you have access to an advocate or support person if you wish
• Provide opportunities for your feedback about MacKillop services to be heard

Open Communication

We will:

• Listen deeply to you and your story
• Make sure that you are able to have your opinions heard, regardless of your age
• Explain any decisions that affect you and the reasons for the decisions

Identity and Connection

We will:

• Provide Culturally Safe services
• Support you to connect or maintain connection with your identity, including supporting you to access culturally specific supports if you choose
• Arrange an interpreter or other language service if you need

Responsibilities and expectations

As we work together we ask that you:

• Treat us and others with courtesy, dignity and respect
• Act in a way that helps both you and others to be safe
• Work with us to achieve your goals
• Let us know if have any concerns or feedback