Client Charter

Effective Date: 07/02/2024
My Way Collective (AIH Supports Pty Ltd)
www.mywaycollective.com.au

This policy and procedure aims to ensure My Way Collective is able to provide quality care to all participants while adhering to and respecting their rights and dignity. It is imperative to My Way Collective workers to uphold the respect and values to each individual participant while being cared for by My Way Collective.

In addition to this, My Way Collective will ensure to treat all parties, including families, visitors, children, staff, and more, with equal respect. To adhere to these standards, My Way Collective will be committed to reviewing, maintaining and upholding the rights and responsibilities of workers and participants.

This extends to all workers and meets relevant laws and regulations and standards.

Rights of the Participants

My Way Collective understands the importance of upholding the rights of the participants and intends to do so by implementing certain practices to adhere to these rights and responsibilities. To achieve the most effective quality care for participants, My Way Collective workers will also ensure to communicate with participants to recognise and provide adequate support for their needs and desires.

The Charter of Human Rights and Responsibilities ACT 2006 and the Disability ACT 2006 set out the rights and responsibilities of participants. My Way Collective utilises this piece of legislation as a guideline to ensure:

Participants can recognise their specific physical, mental, financial, economic, religious, and cognitive growth capabilities.
All participants are valued individually and considered for their uniqueness.
Participants are not exposed to any form of violence, misconduct, negligence, or isolation.
Participants are informed of personal desires and inclinations.
Participants are considerate of issues that impact their livelihood (e.g. choices made regarding the well-being as well as the implementation of our strategies, services, and facilities).
Participants are addressed and treated respectfully, with compassion and consideration at all times.
Participants' specific requirements are adhered to and cared for.
Participants are treated equally and have the opportunity to state their personal preferences regarding activities or participation.
Plan My Way operates in an anti-discriminatory manner at all times.
Participants' information remains confidential and private at all times while under the care of Plan My Way
Participants can exercise personal self-resilience and freedom, which includes the right to partake in decision-making.
Participants have the right to accept services that involve their personal requirements and are supported throughout the process of accessing the service.

Other rights participants are entitled to include:

Obtaining information regarding circumstances that could refer to services provided
The right to lodge a complaint
The right to access outside organisations, resources, and support throughout their time at Plan My Way.
Privileges or commitments under the Disability Act 2006 and the facilities, as well as any related expenses to be incurred.
Participants have the opportunity to dismiss care or assistance without any retribution or discrimination towards any potential future access to assistance or resources.
Participants will have choice and flexibility in many aspects of their service of care.
Having the opportunity to choose a person to help and promote their experiences on behalf of Plan My Way.
Have the right to receive help, support, and assistance provided by sufficiently skilled workers.
Having the option to change providers where required and receive encouragement to ensure adequate, secure, and exceptional quality of care is maintained.

Expectations of Participants

In accordance with the legislation, My Way Collective expects its participants to:

Advise My Way Collective if assistance or support is no longer needed.
Notify workers of any developments with the participant's conditions and desires.
Be courteous and respectful to workers as well as other participants.
Respect others ' freedoms, like their privacy rights and confidentiality.
Value the integrity and human morality of its workers and other participants.
Notifying workers of any developmental, welfare, requirements, and physical condition concerns that may affect assistance provided to you.
Engage constructively in the creation, delivery, and analysis of support services targeting people.
Take accountability for any selections and the consequences of any choices they have made.
Make any payments and expenses related to the delivery of your service urgently or when requested.

CEO/Director Responsibilities –

To ensure all workers of My Way Collective adhere to and apply this policy and procedure
Ensure workers are providing quality care to the standards set out in the Charter of Human Rights and Responsibilities ACT 2006 and the Disability ACT 2006.
Ensure to conduct internal and external reviews and audits in conjunction with My Way Collective Internal Review and External Audit System.
To uphold, enforce, and maintain the rights and responsibilities of all participants, workers, stakeholders, and other relevant personnel.

Management Responsibilities -

To ensure reviews are conducted annually
To ensure policies and procedures are kept up to date with relevant legislation, standards and practices.
To effectively manage any breaches or violations of this policy and procedure.
To ensure participants whose rights have been affected are supported, and the necessary measures are taken to reinforce those rights.
To recognise and adhere to the needs or requirements of all participants.
To annually evaluate the effectiveness of My Way Collective using the Continuous Improvement Plan.

Worker Responsibilities –

To adhere to and enforce the concept of human rights.
To support and assist all participants in times of need.
To recognise and implement the necessary measures to ensure that all participants are receiving quality care.
Ensure that the interests of the participants are considered and upheld.
Ensure all rights and responsibilities are effectively enforced within the framework of My Way Collective
Ensure to notify Management or the CEO/Director of any breaches or violations of human rights, whether it be a breach of their rights or participant rights.

Policy Review

My Way Collective may make changes to this policy and procedures from time to time to improve the effectiveness of its operation. Generally, this entire policy will be reviewed in consultation with people using the service, their families and carers, and workers every year.

Client Charter

This extends to all workers and meets relevant laws and regulations and standards.

Rights of the Participants

The Charter of Human Rights and Responsibilities ACT 2006 and the Disability ACT 2006 set out the rights and responsibilities of participants. My Way Collective utilises this piece of legislation as a guideline to ensure:

Participants can recognise their specific physical, mental, financial, economic, religious, and cognitive growth capabilities.

All participants are valued individually and considered for their uniqueness.

Participants are not exposed to any form of violence, misconduct, negligence, or isolation.

Participants are informed of personal desires and inclinations.

Participants are considerate of issues that impact their livelihood (e.g. choices made regarding the well-being as well as the implementation of our strategies, services, and facilities).

Participants are addressed and treated respectfully, with compassion and consideration at all times.

Participants' specific requirements are adhered to and cared for.

Participants are treated equally and have the opportunity to state their personal preferences regarding activities or participation.

Plan My Way operates in an anti-discriminatory manner at all times.

Participants' information remains confidential and private at all times while under the care of Plan My Way

Participants can exercise personal self-resilience and freedom, which includes the right to partake in decision-making.

Participants have the right to accept services that involve their personal requirements and are supported throughout the process of accessing the service.

Other rights participants are entitled to include:

Obtaining information regarding circumstances that could refer to services provided

The right to lodge a complaint

The right to access outside organisations, resources, and support throughout their time at Plan My Way.

Privileges or commitments under the Disability Act 2006 and the facilities, as well as any related expenses to be incurred.

Participants have the opportunity to dismiss care or assistance without any retribution or discrimination towards any potential future access to assistance or resources.

Participants will have choice and flexibility in many aspects of their service of care.

Having the opportunity to choose a person to help and promote their experiences on behalf of Plan My Way.

Have the right to receive help, support, and assistance provided by sufficiently skilled workers.

Having the option to change providers where required and receive encouragement to ensure adequate, secure, and exceptional quality of care is maintained.

Expectations of Participants

In accordance with the legislation, My Way Collective expects its participants to:

Advise My Way Collective if assistance or support is no longer needed.

Notify workers of any developments with the participant's conditions and desires.

Be courteous and respectful to workers as well as other participants.

Respect others ' freedoms, like their privacy rights and confidentiality.

Value the integrity and human morality of its workers and other participants.

Notifying workers of any developmental, welfare, requirements, and physical condition concerns that may affect assistance provided to you.

Engage constructively in the creation, delivery, and analysis of support services targeting people.

Take accountability for any selections and the consequences of any choices they have made.

Make any payments and expenses related to the delivery of your service urgently or when requested.

CEO/Director Responsibilities –

To ensure all workers of My Way Collective adhere to and apply this policy and procedure

Ensure workers are providing quality care to the standards set out in the Charter of Human Rights and Responsibilities ACT 2006 and the Disability ACT 2006.

Ensure to conduct internal and external reviews and audits in conjunction with My Way Collective Internal Review and External Audit System.

To uphold, enforce, and maintain the rights and responsibilities of all participants, workers, stakeholders, and other relevant personnel.

Management Responsibilities -

To ensure reviews are conducted annually

To ensure policies and procedures are kept up to date with relevant legislation, standards and practices.

To effectively manage any breaches or violations of this policy and procedure.

To ensure participants whose rights have been affected are supported, and the necessary measures are taken to reinforce those rights.

To recognise and adhere to the needs or requirements of all participants.

To annually evaluate the effectiveness of My Way Collective using the Continuous Improvement Plan.

Worker Responsibilities –

To adhere to and enforce the concept of human rights.

To support and assist all participants in times of need.

To recognise and implement the necessary measures to ensure that all participants are receiving quality care.

Ensure that the interests of the participants are considered and upheld.

Ensure all rights and responsibilities are effectively enforced within the framework of My Way Collective

Ensure to notify Management or the CEO/Director of any breaches or violations of human rights, whether it be a breach of their rights or participant rights.

Policy Review

My Way Collective may make changes to this policy and procedures from time to time to improve the effectiveness of its operation. Generally, this entire policy will be reviewed in consultation with people using the service, their families and carers, and workers every year.

All service planning, delivery, and evaluation activities will include workers, participants, and other stakeholders and their feedback.

All activities related to service planning, delivery, and evaluation will include workers, participants, and other stakeholders, and their feedback.

© 2025 AIH Supports Pty Ltd | Trading as My Way Collective. All rights reserved.