Rights and responsibilities when accessing our services

Dementia Australia is committed to providing high-quality support and services to meet each consumer’s specific needs. To do this our services align with the current standards relating to disability and aged care.

Your rights and responsibilities

You have a right to:

  • be treated with respect, dignity and courtesy
  • access services which respect your individuality including your language, culture, beliefs and sexuality
  • be involved in deciding what care will meet your needs
  • have someone represent you (an advocate or support person) who participates in decisions relating to your care if you do not have the capacity
  • refuse services or make a complaint without recrimination if we do not meet your expectations
  • have written confirmation if you wish, about the services you have agreed to receive from us
  • participate in regular reviews of your care and services
  • privacy and confidentiality of your personal information
  • be given information on how to make comments and/or complaints about your care and services
  • have your client contribution toward the service determined in a way that is transparent, accessible and fair

It is your responsibility to:

  • treat staff and others with respect and courtesy
  • provide enough information so we can develop and deliver your care plan
  • advise us if you need to cancel or change appointments or services

Our responsibilities

Our commitment to you is to:

  • respect your personal beliefs, privacy and confidentiality
  • treat you with courtesy and respect
  • acknowledge and include any person you choose to act on your behalf
  • recognise, promote and value the role of people in care relationships with you
  • inform you of our full range of services and relevant services of other organisations and assist you to understand these services
  • provide you with access to interpreters if required
  • have any complaint acknowledged and investigated fairly and confidentially with a view to   resolving the issue promptly

Many of our services are funded by Commonwealth and State Governments. Dementia Australia is governed by the regulations, requirements and responsibilities set by these funding bodies.

Your privacy respected

Dementia Australia is committed to the protection of an individual’s privacy and will take all reasonable steps to protect your personal information (that is, information which identifies or may reasonably be used to identify you).

You have the right to:

  • know why your personal information is being collected, how it will be used and whether it willbe given to anyone else
  • see what information is held about you and have it corrected if it is incorrect, out of date or incomplete
  • have your personal information stored securely and protected from unauthorised access or misuse, and
  • know the complaints procedure if you believe your privacy has been infringed.

There may be occasions when the law requires us to disclose personal information. This might occur when the health or wellbeing of a person is threatened and there is a strong public interest in disclosing that information.

By providing personal information to us, you consent to our collection, use and disclosure of that information on the terms of the Dementia Australia Privacy Policy.

Our Privacy Policy can be viewed here.

To view our compliance obligations as a service provider, go to:

How to make a complaint, compliment or comment

We welcome your feedback, whether it is in the form of a complaint, a compliment or a comment because it will help us to improve our services. If you wish to contact us about your experience of our service please discuss it with local team members. You have a right to have a person of your choice to assist you or to act on your behalf. All concerns and comments will be investigated and feedback provided to you.

If you believe that a complaint has not been resolved within the local service you may like to write to the:

Director - Client Services,
Dementia Australia,
PO BOX 3021,
Manuka ACT 2603

or email: [email protected]

If, after discussion with Dementia Australia you do not believe that your complaint has been resolved satisfactorily, you may choose to contact:

The Aged Care Complaints Commissioner:
Phone: 1800 951 822
In writing, address your written complaint to:  GPO Box 9819 (your capital city and state or territory)

As an alternative you may also contact:

The Office of the Public Advocate in your State or Territory

Older Persons Advocacy Network (OPAN). The OPAN provides free, independent and confidential advocacy, support and information to older people (and their representatives) receiving or seeking to receive Australian Government funded aged care services. 
Call the National Aged Care Advocacy Line on: 1800 700 600.
Online: opan.com.au/ to be directed to an advocacy service in your State or Territory 

National Disability Insurance Scheme (NDIS). If you are receiving support through the NDIS and after discussion with Dementia Australia you believe that your concern has not been resolved to your satisfaction, you may choose to contact the NDIS Commission.
Phone: 1800 035 544 (free call from landlines)
Online: ndiscommission.gov.au

For language assistance call 131 450

If you have hearing or speech difficulties, you can receive assistance by calling 1800 555 660.

We Welcome Your Feedback

Whether it is a compliment, complaint, comment or suggestion, your feedback is important to us and can help us to provide a better service for you and for others. We want to know what we are doing right or where we can improve.