Our Policies

Understanding your rights

We believe in and understand everyone’s individual rights. We work to inform, support, and assist participants in achieving their goal and exercising their rights. GOLDCREST CARE is committed to non-discrimination in the provision of support services to individuals, as well as in the determination of eligibility for and access to these services. Our participants have several rights including:

access supports that promote, uphold, and respect their legal and human rights
exercise informed choice and control
freedom of expression, self-determination, and decision-making
access supports that respect culture, diversity, values, and beliefs
access a service that respects their dignity and right to privacy
support access to make informed choices to maximise their independence
access supports free from violence, abuse, neglect, exploitation, or discrimination
receive supports which are overseen by strong operational management
receive services from workers who are competent, qualified and have expertise in providing person-centred supports
consent to the sharing of information between providers during transition periods
select to opt-out of providing information, as required by NDIS.

Knowing your responsibilities

Participants using our support services have responsibilities to GOLDCREST CARE. Among these, we ask all participants to:
- respect the rights of our staff to ensure a workplace that is safe, healthy, and free from harassment
- abide by the terms of their agreement with us
- understand that their needs may change and, correspondingly, services provided may need to change to meet their needs
- accept responsibility for their actions and choices, even though some decisions may involve risk
- inform us if they have any problems with our staff or the services received
- share appropriate information to develop, deliver and review their support plan
- care for their health and wellbeing (as much as they can)
- provide information that will help us better meet their needs

Privacy Statement [Here]

Individual, Culture, Values, and Beliefs

We recognise that everyone has the right to exercise their cultural beliefs and values. As a result, Goldcrest Care is committed to cultural diversity and to supporting our participants through the respect of their culture, values, and beliefs.

We recognise and value the multicultural nature of Australian society and provide specific acknowledgement and support to the customs of Australian Indigenous people.

Through a collaborative process, we ensure that we understand our participants’ cultural beliefs and values. Participants’ beliefs and cultural values are supported and documented in their support plan.

Feedback, Complaint, and Advocacy

GOLDCREST CARE fosters an environment in which complaints and concerns, as well as compliments and suggestions, are welcomed and viewed as opportunities for recognition and improvement. This process ensures that individuals have the right to file complaints and are encouraged to do so in a blame-free and resolution-oriented culture that respects the right to privacy and confidentiality.

Participants, families, advocates, or other stakeholders may submit a Complaint and Feedback Form regarding GOLDCREST CARE’s supports, services, staff, or contractors. The participants can be provided information in Easy Read format if required.
We have a designated officer. The Complaints Manager who will ensure that the complainant can physically access all meetings to resolve the complaint by reviewing the environment to ensure that the meeting site is accessible for those with mobility issues.
It is our policy to follow the principles of procedural fairness and natural justice and comply with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and NDIS (Procedural Fairness) Guidelines 2018.