• Integrity and ethical behaviour
• Recognition of the rights of service users
• Transparency, honesty and open communication
• Sound fiscal management, efficiency and accountability
• An environment of continuous learning and improvement for staff and service users
• Teamwork and participative management
• Corporate Governance of the highest standard

Who is Eligible for a Service?

Any adult who has a disability, but specialising in:
Developmental - Intellectual - mild to severe
Physical - Psychiatric - Multiple/dual disability

Who Can Make a Referral?

A person with a disability or anyone with an interest in helping that person.

How Can I Find Out More?

Contact Civic Residential Services on (02) 9524 3916 for more information about the services provided.

Services Provided

• Accommodation support (Group homes, semi-independent living).
• Flexible respite (in and out of home care, overnight respite, day programmes, case management).
• Social and training activities for service users.
• Specialist programming, behaviour intervention and support, and person centred planning.
• Attendant Care Services.
  

Staffing

Many of our staff have backgrounds in community care, and others bring different life experiences. We select and screen staff very carefully and provide them with ongoing training. We do this to ensure that the right person is working with our clients. We check the references of everyone who wants to work for us, selecting only those who demonstrate an empathy with our clients and a desire to provide a professional level of service.

A Reputation for Quality Care

Regular internal and external audits are carried out to ensure the continuation of quality care. We also care about our clients' opinions and regularly undertake a client satisfaction survey. We use the audit and survey results to improve our services and make us more responsive to our clients' needs.

Complaint Management

As part of our continuous development process, we encourage people to let us know about things they may be unhappy with or suggest improvements that may be made.

So, if you have a complaint about our service, feel your rights have not been recognised or respected or have any suggestions, speak to the person concerned and try to rectify the problem.

If this doesn't work or you wish to lodge a complaint in writing, contact the Administration Office. We will investigate your complaint promptly. Your complaint will be dealt with confidentially and you will not be disadvantaged by your actions.

You can also contact :

INTELLECTUAL DISABILITY RIGHTS SERVICE
Phone 9318 0144

COMMUNITY SERVICES COMMISSION
Phone 9384 4999

DISABILITY COMPLAINTS SERVICE
Phone 9319 6549

NSW DISABILITY DISCRIMINATION LEGAL CENTRE
Phone 9313 6000

MULTICULTURAL DISABILITY ADVOCACY ASSOCIATION OF NSW
Phone 9891 6400

NSW AGED CARE COMPLAINT RESOLUTION SCHEME
Phone 1800 550 552

Your Rights:

• To be treated with dignity and have your privacy respected.
• To know and understand your rights regarding privacy and confidentiality.
• Respect for your lifestyle choices.
• To be involved in developing an Individual Care Plan to meet the service user's need.
• To read information that the service holds about you.
• To have regular reviews of your situation to make sure that the services being received are appropriate.
• Referral to other services when needed.
• To have issues you raise dealt with fairly, promptly, confidentially, and without retribution.
  

• Act in a way that respects the rights of staff and other service users.
• Take responsibility for the result of any decisions you make.
• Understand and pay the agreed fees which apply to the service.
• To inform the Service of any changes in health, medication or behaviour since assessment or previous service.

• www.civicindustries.com.au