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Disability Service Standards Policy Summary

Southwest Advocacy Association (SWAA) is a community organisation for people with disabilities. SWAA tries to help people with disabilities to speak up for what they want and need and to get a fair deal. Sometimes people just need information, sometimes people need help to get other services, and sometimes people need help to sort out problems.

SWAA has written rules about what we do and how we do it. These rules are also called policies. Anyone who uses our service or who wants to use our service, can get a full copy of our Disability Service Standards Policies. This is a short and simple version of the Policies that we give to all our new clients.

This is a "Plain English" version of our Policies. The full version of our Policies, which are based on the Commonwealth & Victorian Disability Service Standards, is available for download as a PDF from our forms download page.

Who can use the service?

You can use our service if you have a disability and you need help to sort out a problem. The service is free and you can come back and see us for help as many times as you need to.

SWAA has strict rules about keeping the information you give us private and treating you with respect. Any information we have about you will be kept in a secure filing cabinet. No one, other than SWAA staff and you, will be able to see this information or hear about your business unless you give your permission.

SWAA can try to help people with disabilities get more involved in the local community and do the same sorts of things as everyone else. We can also give you information on other services and facilities in the community and how you can use them.

What happens if you're not happy with SWAA?

We have rules for sorting out problems you may have with the staff or the service SWAA provides. If you do have a problem with us, feel free to make a complaint about it. You will not get into trouble for speaking up.

You should talk with the Co-ordinator of SWAA about your complaint, and, if the Co-ordinator cannot help you, you can talk to the President of SWAA. If the problem cannot be sorted out by the President of SWAA, we can arrange a meeting between everyone involved to try to sort it out or you can contact the Office of the Public Advocate on 1800 136 829. The Public Advocate is independent of SWAA and will help you with your complaint.

How can you help SWAA?

SWAA often talks about these rules with people who have used our service. If you have ideas about the rules, please let us know so we can use your ideas to change the rules and make them better.

People with disabilities can also become Members of SWAA if they want to and can help run the service by being voted in as Committee of Management members. If you are interested in becoming a member of SWAA, please let us know.

How does the service work?

When you come to see us, we will talk to you about the help you want and how we can work with you to help you. We will usually give you some choices to make about how to deal with your problem. It is up to you to tell us what you want to do or if you'd rather not do anything. It is your choice.

SWAA won't do anything about your problem unless you want us to. We aim to help you make your own decisions about your daily life and the services that you receive. We will make some notes about what you tell us about yourself and your problem, and we will write down what you want and what we agree to do for you.

SWAA has strict rules about keeping the information you give us private and treating you with respect. Any information we have about you will be kept in a secure filing cabinet. No one, other than SWAA staff and you, will be able to see this information or hear about your business unless you give your permission.

SWAA can try to help people with disabilities get more involved in the local community and do the same sorts of things as everyone else. We can also give you information on other services and facilities in the community and how you can use them.

What happens if you're not happy with SWAA?

We have rules for sorting out problems you may have with the staff or the service SWAA provides. If you do have a problem with us, feel free to make a complaint about it. You will not get into trouble for speaking up.

You should talk with the Co-ordinator of SWAA about your complaint, and, if the Co-ordinator cannot help you, you can talk to the President of SWAA. If the problem cannot be sorted out by the President of SWAA, we can arrange a meeting between everyone involved to try to sort it out or you can contact the Office of the Public Advocate on 1800 136 829. The Public Advocate is independent of SWAA and will help you with your complaint.

How can you help SWAA?

SWAA often talks about these rules with people who have used our service. If you have ideas about the rules, please let us know so we can use your ideas to change the rules and make them better.

People with disabilities can also become Members of SWAA if they want to and can help run the service by being voted in as Committee of Management members. If you are interested in becoming a member of SWAA, please let us know.

Information For Service Providers

Please see the Information For Service Providers Page.

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