Customer Update – Rights and Responsibilities

Your Rights and Responsibilities

Each month, Aspire Customer Information provides updates and information on different policies and procedures, and services that you need to know as an Aspire customer. This month we are focusing on your Rights and Responsibilities.

As a customer of Aspire, you have certain rights and responsibilities to ensure that all people are treated fairly.

Rights

  • To be treated with dignity and respect and in a manner that is sensitive to your social and cultural beliefs
  • To access a staff member of your own  gender
  • To have access to an independent advocate or support person and an interpreter, if required
  • To have your privacy and confidential information respected and protected
  • To decide who can see your information
  • To access any information about you that Aspire has recorded
  • To be protected and free from physical, sexual, verbal, emotional or financial abuse and exploitation
  • To have access to a responsive and fair complaints process and to provide feedback in confidence
  • To choose who else (other than an Aspire support worker) you want to have involved in your support, as long as your choice poses no risk to yourself or others
  • To have an individual support plan which documents your relevant history, assessment, support needs, progress towards goals and other outcomes
  • To be involved in every facet of the development of your individual support plan, including exit from Aspire
  • To decline any support, as long as your choice poses no risk to yourself or others

Responsibilities

As well as the rights listed above, as a customer of Aspire, you also have certain responsibilities. These responsibilities are:

  • To respect the rights and needs of others at Aspire
  • To respect the rights of staff at Aspire
  • To provide all information that may assist Aspire to identify and access the support you require
  • Provide Aspire with a copy of your goals as detailed in your NDIS plan
  • Agree to comply with Aspire’s cancellation policy
  • To co-operate with Aspire assessment, review and support processes
  • To attend and be punctual for pre-arranged appointments and  programs
  • To act in a lawful manner whilst using Aspire programs, activities and supports
  • Let Aspire know immediately if the customer’s NDIS plan is suspended or replaced by a new NDIS plan, or a customer stops being a customer in the NDIS

If, at any time, you have questions about the services Aspire offers, or your Rights and Responsibilities, please feel free to contact our friendly Customer Service Team, email customerservice@aspiress.com.au, or phone 02 6058 4000.

Updated 1 April 2019

Intake, Service Delivery and Exit

Aspire Customer Information

Intake, Service Delivery and Exit

Keeping our customers informed and updated with all things Aspire and NDIS is important. Therefore, throughout 2019 we will be sharing updates and information on different policies and procedures that you need to know, as an Aspire Customer. We will also highlight some of the services available to you.

This information aims to help you understand how Aspire works alongside people with disabilities and their families to achieve their goals and aspirations.

This month we share at Customer Intake, Service Delivery and Exit.

Customer Intake

When choosing Aspire to provide your services there are several ways you may contact us.

Phone: 02 60584000

Email: customerservice@aspiress.com.au

Visit our Office: 220 Borella Road East Albury

Once you have made contact with a Customer Service Team member they will then discuss with you your goals and how we can best support you to achieve your desired outcomes as detailed in your NDIS plan.

The Customer Service Team will then assist you to complete your required paperwork, answer any questions you may have regarding opportunities at Aspire and work with you to ensure the transition into your Aspire Service is as smooth as possible.

Service Delivery

We have a large number of people who will be involved in providing the services you require.

Our staff have access to a broad range of training and development opportunities which aims to continually improve their ability to deliver high quality, professional service.

If at any time you feel your needs are not being met, we ask that you please let us know, so that we can address your concerns.

Service Exit

Customers have the right to terminate their services and their association with Aspire as per their service agreement.

You have the responsibility to notify Aspire if you no longer require a service.

Files will be archived according to legislation and Aspire’s policies and procedures.

Reasons for customer Exit

When participants leave our services, this is referred to as exiting and can happen for a number of reasons, such as:

  • Relocation to an area outside Aspire’s area of service delivery
  • When Aspire’s support schedule and service is no longer able to meet the participant’s needs or assist in achieving chosen goals
  • Transfer to another service provider
  • A lack of available resources or funding
  • The death of a participant using Aspire’s services
  • The participant is unwilling to meet the reasonable conditions required in their support plan affecting the safe delivery of services and the health and safety of Aspire’s staff
  • There are changes in the participant’s condition resulting in support needs above what Aspire can deliver
  • The participant and/or family member/carer engages in behaviour which is unacceptable towards Aspire’s staff, such as violence, abuse, aggression, theft or property damage
  • There is continued non-payment of service delivery fees incurred from supports and services provided.

If, at any time, you have questions about the services Aspire offers, please feel free to contact our friendly Customer Service Team, email customerservice@aspiress.com.au, or phone 02 6058 4000.

Support Group – Dads Group

Dads Group

Join us for our final meeting of the year and take some time to relax and share a meal together.

Cost: Partially subsidised.

Bookings essential. Please phone our friendly Customer Service Team on 02 6058 4000 or email customerservice@aspiress.com.au.

If you are interested in joining any Aspire Support Groups, please contact our friendly Customer Service Team during business hours Monday to Friday, T 02 6058 4000, E customerservice@aspiress.com.au.

Support Group – Carers Victoria NDIS Support

Carers Victoria NDIS Support Group

Join us for a morning tea and a chance to discuss all things NDIS.

Please note the change of time for this meeting. 

Cost: Partially subsidised by Carers Victoria.

Bookings essential. Please phone our friendly Customer Service Team on 02 6058 4000 or email customerservice@aspiress.com.au.

If you are interested in joining any Aspire Support Groups, please contact our friendly Customer Service Team during business hours Monday to Friday, T 02 6058 4000, E customerservice@aspiress.com.au.

Combined End-of-Year Lunch – ADHD ODDC Support Group, Autism/Asperger’s Family Network Group, Family Network Group, Caring Grandparents Network, Home Schooling Family Network, Healthy Mothers Healthy Families Group, Solo Parent All-ability Support Group

Support Groups – ADHD ODDC Support Group, Autism/Asperger’s Family Network Group, Family Network Group, Caring Grandparents Network, Home Schooling Family Network, Healthy Mothers Healthy Families Group, Solo Parent All-ability Support Group

Join us for a combined end-of-year lunch together in the pleasant surrounds of the Commercial Club Golf Club.

Children are welcome. Cost: Partially subsidised.

Bookings essential. Please phone our friendly Customer Service Team on 02 6058 4000 or email customerservice@aspiress.com.au.

If you are interested in joining any Aspire Support Groups, please contact our friendly Customer Service Team during business hours Monday to Friday, T 02 6058 4000, E customerservice@aspiress.com.au.

Support Group – Home Schooling Family Network

Home Schooling Family Network Group

Join us in exploring the wildlife and environment at Wonga Wetlands with John Hawkins.

Partially subsidised.

Bookings essential. Please phone our friendly Customer Service Team on 02 6058 4000 or email customerservice@aspiress.com.au.

If you are interested in joining any Aspire Support Groups, please contact our friendly Customer Service Team during business hours Monday to Friday, T 02 6058 4000, E customerservice@aspiress.com.au.

Support Group – Carers Victoria NDIS Support

Carers Victoria NDIS Support Group

Invited Guest–Frances Hunter, Community Development Capacity Building Co-ordinator- NDIS Scheme LAC Partner, Latrobe Community Health Service

Cost: Partially subsidised by Carers Victoria.

Bookings essential. Please phone our friendly Customer Service Team on 02 6058 4000 or email customerservice@aspiress.com.au.

If you are interested in joining any Aspire Support Groups, please contact our friendly Customer Service Team during business hours Monday to Friday, T 02 6058 4000, E customerservice@aspiress.com.au.

Mothers and Daughters High Tea

For Grandmothers, Mothers and Daughters of any age to share some personal time together.

Bookings essential and payment prior to the event would be appreciated.

Please phone our friendly Customer Service Team on 02 6058 4000 or email customerservice@aspiress.com.au for payment details.

If you are interested in joining any Aspire Support Groups, please contact our friendly Customer Service Team during business hours Monday to Friday, T 02 6058 4000, E customerservice@aspiress.com.au.

Support Group – Autism/Aspergers Family Network Group

Autism/Aspergers Family Network Group

Join us for a discussion on Equine Assisted Psychotherapy (EAP) with guest speakers Katrina Redcliffe, parent with lived experience of EAP;  Yvonne Hunter of Willow Creek EAP

Cost is partially subsidised.

Bookings essential. Please phone our friendly Customer Service Team on 02 6058 4000 or email customerservice@aspiress.com.au.

If you are interested in joining any Aspire Support Groups, please contact our friendly Customer Service Team during business hours Monday to Friday, T 02 6058 4000, E customerservice@aspiress.com.au.