OUR SERVICE CHARTER (Charter of Rights)

 

What we do?

The Salt Foundation (Salt) is responsible for delivering programs for the broader community and also for participants in the National Disability Insurance Scheme (NDIS). Salt’s aim is to give people with and without disability personalised, high quality and innovative supports and services.

Our service is holistic which means we consider people’s Physical, Mental and Spiritual needs to enhance their well-being so that the pathways to independence, social and economic participation are tenable.

What is our Service Charter?

This Service Charter sets out:

  • Our service commitment

  • The standards you can expect from Salt.

  • How you can help us

  • How you can make suggestions for improvement

  • Information on raising concerns about Salt

  • Our contact information

Our service commitment

We will:

  • Provide people with choice and control to access and participate in the most appropriate activities and services

  • Provide people with holistic support to improve their well-being so they become more independent and included in the community.

  • Recognise and uphold informal support and care arrangements

  • Welcome, respect and value feedback

  • Welcome and respect Aboriginal and Torres Strait Islander culture as traditional land owners

  • Raise awareness and knowledge in the community of how to support people with disability

  • We serve people from all race, religion or culture

  • We welcome and serve all of a person’s community who is involved in the life of a participant; family, carers, friends and extended community

These commitments were developed in line with the UN Convention on the Rights of Persons with Disabilities and the National Disability Standards and NDIS/DHHS

All of Salt’s staff are aware of these standards and are responsible for their implementation.

If you are unhappy about the service we have provided

We respect and value feedback and encourage people to share their concerns, compliments and suggestions with us.

You can share your concerns, compliments and suggestions with us in many ways, including:

  • face to face

  • in writing

  • over the phone

  • through the participant or provider portal

  • via Salt’s website under About Us >> Contact

  • email: admin@thesaltfoundation.org.au

Our goal is to understand and resolve concerns as quickly as possible, long before they become a complaint.

We aim to continually improve our service by listening to your feedback.  More information about how a complaint is managed by Salt by asking any of our staff.

(See: http://www.advokit.org.au/ for additional information )

Advocates

Participants are welcome and supported in their choice to use an advocate or support person at any time they feel it necessary  

Our Aim:

  • Take immediate action to resolve the matter especially where there is a high risk of harm, neglect or abuse.

  • Acknowledge the complaint in 24 hrs by contacting you

  • Keep you informed of actions and outcome

  • Make adjustments in our procedures as relevant to findings of complaint

  • You can also call the office of the Ombudsman on: 1300 362 072, or visit the website: ombudsman.gov.au/pages/making-a-complaint/

How you can help us

  • Keep us informed about any special requirements you may have

  • Keep us updated with contact details or change of ability to attend

  • Ask us if you are unsure about anything

 

Privacy

We respect and protect the privacy and dignity of people with disability. Though we collect, store and update personal information to assist in providing services to meet their unique needs. This is done with strict confidentiality, as per our Privacy Policy.

Our Contact Details

101 Ramu Parade, Heidelberg West

Email: admin@thesaltfoundation.org.au

Phone: 0468 317 258

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0468 317 258

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@thesaltfoundation

101 Ramu Parade

Heidelberg West VIC 3081

© 2017 The Salt Foundation