Our Commitment to You - ONCALL Client Charter

At ONCALL we always put the needs and rights of our customers first. It is our commitment to you, and the driving force behind the way we work, to ensure you feel supported, respected, and comfortable in the decisions you make regarding your ONCALL support services.

Expand all
Service Standard

ONCALL will always strive to provide the highest standard of support services to you. We put your needs first and our mission is to provide the support that you choose to enable you to live your best life. Our recruitment and screening processes ensure that we employ the best support staff with appropriate qualifications, experience and skills who will listen to your needs. ONCALL will always protect your interests and wellbeing by remaining diligent in our duty of care towards you. We commit to freedom from harm diligent compliance with the NDIS Quality and Safeguarding Framework. Our primary goal is to respect your autonomy by acting on your wishes and choices.

Working with you

At ONCALL we support your right to freedom of choice over the services we provide to you. We will work with you to identify how, when, where and with whom you want your supports delivered. We will consult with you, your family and/or your advocate(s) on any key decisions affecting your support and to find ways to improve our services to you. We will help you find specialist service providers if you need to and refer you appropriately to these providers. ONCALL welcomes all people to our team from all cultures, religions, lifestyle and identity groups and respects the right of all people to make personal choices about how and where they live their life.

ONCALL welcomes all people to our team from all cultures, religions, lifestyle and identity groups and respects the right of all people to make personal choices about how and where they live their life.

Privacy and Confidentiality

ONCALL will protect your privacy and personal and health information according to the Disability Act 2006, the Information Privacy Act 2000 and the Health Records Act 2001.

Your records are kept securely at all times and your private information is kept confidential and protected by appropriate permissions. Your records are not disclosed to anyone without your consent, we will always ask you before we share information outside of the ONCALL team Information will only be shared as necessary to staff supporting you, your other chosen service providers, medical professionals, professional Quality auditors engaged by ONCALL, external agencies such as the NDIS Quality and Safeguards Commission or Police, where it is lawful to do so. Your personal privacy is always respected. You have a right to know what is written about you and for you so to access your records, please talk to your Service Delivery Consultant.

Complaints and Feedback

You have a right to speak up about your support and services. ONCALL views complaints and feedback as opportunities to improve our services to you and others. We want to know if we are getting it right or wrong. This helps us to identify what isn’t working and why, which is very important to us. It also means we can continually improve our service to you and strive to make things better.

ONCALL encourages you to let us know if you are unhappy with any of our services in a way that makes you feel safe and that your voice is heard.

ONCALL encourages you to let us know if you are unhappy with any of our services in a way that makes you feel safe and that your voice is heard. We commit to providing you with information that you can understand, on how to submit your feedback or lodge a complaint with us or, in the event you are dissatisfied with our response, to other external organisations. When you make a complaint or provide us with feedback, we will respond to you as soon as possible and listen to you in an open, honest, and non-judgemental way.

We will ensure you stay informed on progress to finding a solution. There will never be adverse consequences to you because of your complaint.

You can ask someone you trust or an independent advocate to support you to provide feedback or make a complaint.

Advocacy

ONCALL respect your right to equality and to access the support, services, people and places of your choice. We will assist you to access an appropriate advocate or advocacy service if you need someone other than us to support you to make your choices. It is also important to consider using an advocacy service if you need help to stand up for yourself or if you need help upholding your human rights.

Our Service Principles

At ONCALL we understand that our customers have different needs and support requirements. We work with you to create positive partnerships and goal orientated outcomes through a tailored, inclusive approach.