People with a disability have the right to respect, dignity and full participation in society. It is important to us that you know and understand your rights. We are here to support you and provide guidance and assistance in any choices you make.

We respect your right to privacy and the confidentiality of your personal information and records. Also, we will uphold your right to make your own decisions.
You have the right to explore new activities and experiences, and we will assist you while ensuring fair and independent treatment. You have the right to talk freely and express your thoughts, opinions and choices. We will listen to you and support the choices you make. We will include your family, advocate and support workers in discussions when you want them involved. We understand that everyone communicates in different ways; we have various communication methods that you can use to communicate with us safely and privately. We will support you in participating in the community of your choice and working with you, your family, and support workers to make this happen. Franklin Family Support Services Pty Ltd will respect your cultural background and endeavour always to meet the cultural needs and requirements you may have.

The standards addressed in this division include:

• Person-Centred Supports
• Individual Values and Beliefs
• Privacy and Dignity
• Independence and Informed Choice
• Violence, Abuse, Neglect, Exploitation and Discrimination

It is essential that you feel free to tell us what you think about the services we provide to you. You have the right to share your opinions on anything related to our services, whether positive or negative. We welcome your input and encourage you to do so without fear of reprisal, discrimination, or adverse consequences.

You can ask for support from another person when making a complaint, such as a family member, a support worker, your advocate or the Ombudsman.

Whatever the issue, we will do everything possible to solve your problem. We appreciate your opinions about our services and will introduce improvements based on your feedback (when required).

Franklin Family Support Services Pty Ltd recruit quality, caring Staff, who receive ongoing training. We provide continuous improvement of services, correct working processes, and effective and transparent communication, which are key to our services’ success.

We will work closely with you to provide and maintain excellent service and support and strengthen our systems and processes to deliver positive results when resolving any problems. A systematic approach to emergencies and disasters assists us in supporting you in these circumstances.

Franklin Family Support Services Pty Ltd ’s management possesses the skills and experience to implement and monitor the effectiveness of our policies and procedures and make necessary changes when required.

The standards addressed in this division include:

• Governance and Operational Management
• Risk Management
• Quality Management
• Information Management
• Feedback and Complaints Management
• Incident Management
• Human Resource Management
• Continuity of Supports
• Emergency and Disaster Management

Franklin Family Support Services Pty Ltd will support your goals and decisions regarding the services you choose. We will offer you guidance and assist you in identifying your strengths and weaknesses to develop appropriate skills to help you achieve your goals.

We will never discriminate against you, irrespective of your age, gender, disability, cultural background or sexuality.

Franklin Family Support Services Pty Ltd will assist anyone enquiring about our services. We will provide support and advice regarding the appropriateness of our services or give a referral to an alternative service that may be more suitable for you. You have the right to seek the service you need and access the support you require.

Franklin Family Support Services Pty Ltd will encourage and help you to participate actively and meaningfully within the community of your choice.

The standards addressed in this division include:

• Access to Supports
• Support Planning
• Service Agreements with Participants
• Responsive Support Provision
• Transitions to or from the Provider

Franklin Family Support Services Pty Ltd strives to ensure your safety, both physically and emotionally. Our staff undergoes training in appropriate procedures designed to maintain your safety, and they will promptly report any risks or potential hazards to the Director.

We will collaborate with you and/or your advocate to ensure a comprehensive understanding of our fees and payment methods. All information will be presented in a clear and accurate manner.

Once it is identified that you require mealtime assistance for your diet, dysphagia, or similar needs, we will create a plan to support your mealtime and allow choices in meal preferences.

At Franklin Family Support Services Pty Ltd, our staff is trained to manage waste, prioritizing the protection of you and others from harm resulting from exposure to waste, infectious, or hazardous substances created during our service delivery.

Our policies and procedures align with relevant legislation, incorporating incident management processes and emergency plans. Whenever possible, we adopt sustainable waste management practices, including the recycling of paper, glass, and plastic waste when appropriate.

Franklin Family Support Services Pty Ltd has established procedures that identify, manage and resolve incidents which include:

• Completing an incident report that identifies and records an incident
• The Staff reporting all incidents to our Director
• Reporting reportable incidents to the NDIS Commissioner and other appropriate authorities
• Complying with the National Disability Insurance Scheme (Incident Management and Reportable) Rules 2018
• Supporting and assisting you if you have been affected by an incident
• Reviewing the incident with you and the appropriate Staff
• Working with you to manage and resolve the incident effectively
• Making amendments to systems and procedures to reduce the risk of recurrence.

The standards addressed in this division include:

• Safe Environment
• Participant Money and Property
• Management of Medication
• Mealtime Management
• Management of Waste