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Well Life Client Rights and Responsibilities Policy

Purpose & Scope

The purpose of this policy and procedure is to confirm Well Life Services’(WLS) commitment to clients’ rights. 

 

This policy and procedure applies to the CEO, Workers and all potential and existing clients, their family members and other supporters. 

Policy

Well Life Services (WLS):

  • respects and fully commits to upholding the rights of all people, including those with disabilities. 

  • is committed to ensuring its clients are made aware of their rights and responsibilities and supported to exercise them.  

  • acknowledges that people with disability have the same human rights as other members of the community and that the community has a responsibility to facilitate the exercise of those rights.  

Procedure

Statement of Rights

Clients have the right to: 

  • fair treatment, regardless of gender, religion, disability, cultural and linguistic   background or age. 

  • honesty, respect, dignity and a regard for privacy and individuality. 

  • information and support to access services in the community.  

  • to be an active partner in the services provided. 

  • make informed decisions and choices about the services they receive. 

  • a safe, secure and comfortable environment whilst using the service. 

  • quality services, appropriate to their needs and age. 

  • support that takes into account lifestyle and cultural differences. 

  • pursue a grievance about the service and to have that grievance resolved in a timely and appropriate manner. 

  • have a support person/advocate/ally of their choice to represent them in matters relating to their support. 

Statement of Responsibilities

Clients have a responsibility to: 

  • respect other people’s rights to a safe, secure and comfortable environment. 

  • treat other clients, staff and volunteers with fairness, honesty and respect. 

  • respect other people’s rights to privacy and confidentiality. 

  • follow the programs’ policies and procedures as they relate to clients and access to support.  

Child Protection Services 

WLS will uphold children’s rights in line with the Queensland Human Rights Act 2019 and the Statement of Standards (section 122 Child Protection Act 1999). Children and young people will be informed of their rights in a way that best suits their age and capabilities.  

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Child Safe Standards

WLS aligns how we support the rights of children and young people to Standard 2 Voice of Children. In practice, this means that we provide information on their rights to them in a way using resources, tools, or communication methods that enable them to understand those rights. This includes applying the Universal Principle and ensuring that how we deliver information on rights is culturally safe and appropriate, for example, by using resources developed by Aboriginal and Torres Strait Islander organisations.

References

  • NDIS Practice Standards

  • Human Rights Act 2019 (Qld)

  • Child Protection Act 1999 (Qld), Section 122 – Statement of Standards

  • Child Safe Standards – Standard 2: Voice of Children

Related Documents

This policy should be read in conjunction with the following WLS policies, procedures, and documents. These documents provide additional guidance, outline related responsibilities, or support compliance with legislative, regulatory, and organisational requirements. Where applicable, they must be used together to ensure consistent practice, safety, and alignment with WLS values and standards.

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  • 1.1 Human Rights Policy

  • 1.2 Privacy and Confidentiality Policy

  • 1.6 Child Protection Governance Policy and Procedure

  • 1.8 QLD Child Safe Policy

  • 2.3 Participation and Inclusion Policy

  • 3.4 Individual Outcomes and Planning

  • 4.1 Feedback and complaints resolution Policy

  • 4.2 Child Protection Feedback, Complaints, and Appeals Policy and Procedure

  • 5.1 Exiting the Service Policy

  • 5.2 Access to Service Policy

  • 6.3 Code of Conduct Policy

  • 6.5 Workplace Health and Safety Policy

  • 6.9 Risk Management Policy

  • 6.10 Training and Professional Development Policy

  • 6.21 Conflict of Interest Policy

  • 6.51 Sexual Harassment Policy and Procedure

  • 6.71 WLS Whistleblower Policy & Procedure

  • 6.23 Quality Management and Continuous Improvement Policy​​

Review of the Policy

This policy will be reviewed on a two-yearly basis.  However, if at any time the legislative, policy or funding environment is so altered that the policy is no longer appropriate in its current form, the policy will be reviewed immediately and amended accordingly. 

Definitions

Advocate

A person (formal or informal) who supports a client to understand their rights, express their views, or make a complaint. Advocates may include family members, friends, community representatives, legal advocates, or external advocacy agencies.

 

Client / Clients

Clients refers to all individuals who access or receive services from WLS. This includes children, young people, privately funded clients and NDIS participants as well as individuals supported through youth residential care, support coordination, lifestyle support services, and allied health programs. Clients may also include families and carers where they are engaged as part of children, young people, privately funded clients or NDIS participant’s support network.

This term is used interchangeably with Service Users.

 

Worker(s)

Refers to any individual who carries out work in in the business or undertaking of WLS.

This includes:

  • Employees (full-time, part-time, casual)

  • Contractors and Sub-Contractors

  • Volunteers

  • Students on placement

  • Agency staff

It may include other persons who carries out work in the business or undertaking of WLS. For clarity, a contractor engaged by WLS to perform construction and / or other trade or supply works for example is not another person carrying out work in the business or undertaking of WLS.

All Workers are expected to uphold Well Life’s values, comply with relevant

legislation and policies, and contribute to a safe, inclusive, and respectful

environment for children, young people, participants, colleagues, and the

community.

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