RAATSIC strives to ensure that our clients receive a tailored cultural response that is timely, efficient, friendly, and consistent.
Our client service charter is about everyone being clear about how people should treat one another and who we can work together to achieve the best possible outcome for you.
Our Values
Culture
Hope
Resilience
Our Service Commitments
For all our clients and community we are committed to:
1 Treating you with respect, courtesy and building a complete understanding of your circumstances and expectations.
2 Making our service efficient, accessible and culturally relevant to your needs.
3 Being transparent in our processes and practices.
4 Respecting your privacy, confidentiality, rights and heritage.
5 Working together to understand how to improve our services.
What you can expect from us
Respect – we respect all people, including their rights and their heritage.
Information – we provide options and choices for informed decision-making.
Relevance – we recognise the resilience and cultural realities of Aboriginal and Torres Strait people.
Protecting your rights – Keeping your personal information private, in line with legislative requirements.
You also have the Right to contact the following agencies if you have other concerns about the safety of children, families and people with a disability:
Child Safety Regional Intake Service 1300 684 062
NDIS Quality & Safeguards Commission 1800 035 544
What You Can Do
Know your options
You can get in contact with us in many ways, including phone, email, in person, in writing or by sending a message with a relative.
Keep us up to date
Your personal details are important, let us know when you are leaving home for long periods or if you are moving or changed your phone number.
Talk to us
We need your feedback to ensure we continually improve our level of service.
Tell us what you need
Give us as much information to your situation or reasons for accessing programs and services. If you need a specific expert, let us know.
Respect
Treat our staff with the courtesy that we strive to show you every day.
Complaints About RAATSIC
If you are not satisfied with our services, you can complain:
- In Person
- By phone
- By Email
- By Mail
RAATSIC has a Client Complaints and Compliments Policy and the Practice and Performance Manager will handle your complaint accordingly
Reporting of Legislative Breaches
RAATSIC is required to report reasonable suspicion of abuse or neglect of a child or a person with a disability connected with the service. Please note that in some circumstances, we may be required to release your information without your consent.
Feedback
We want to hear from you if we are doing the right or wrong thing for you, your family or your community. To provide feedback, please contact us by phoning: 1300 663 411 or by emailing info@raatsic.org.au.
Where To Find Us
Visit our Cairns office at 124 Spence Street, Cairns City.
We work to empower our families and communities.
Ready to be access support?
Find out how RAATSIC can help you and your family with out services.
