Client Rights & Responsibilities

1.      PURPOSE

This document outlines the rights and responsibilities of clients engaging with services at Legacy WA. It supports our commitment to the delivery of safe, respectful, and high-quality services in accordance with organisational policies, relevant legislation, and applicable service standards.

Our approach is underpinned by person-centred and trauma-informed practice, ensuring that services are responsive to the individual needs, preferences, and experiences of clients, particularly families and individuals connected to defence service. This document should be read in conjunction with related organisational policies, including the Beneficiary Protection Policy – POL-08, Grievance Handling Policy – HR 1.60, Code of Conduct - LWA 1.40, and Privacy Policy – FA 1.10, which collectively promote dignity, inclusion, and accountability across all areas of service delivery.

2.      YOUR RIGHTS AS A CLIENT

As a client of Legacy WA, you have the right to:

a)      Be treated with courtesy, compassion, dignity, and respect, regardless of your background, beliefs, or circumstances.

b)      Have your personal information collected, stored and shared in accordance with the LWA Privacy Policy– FA 1.10. Information will only be shared with your consent or where required by law.

c)      Receive fair and equitable access to services and support, without discrimination or exploitation. Please note that Legacy WA provides support based on individual client needs. No preferential treatment will be given, except in cases of life-threatening emergencies.

d)      Be involved in decisions that affect you and your family, including the right to accept or decline services.

e)      Engage in services in an environment that is physically, emotionally, and culturally safe.

f)        Provide feedback or make a complaint without fear of retribution, and have concerns addressed promptly and fairly in accordance with our Grievance Handling Policy – HR 1.60.

g)       Be supported by suitably qualified LWA representatives who have undergone a rigorous screening process in line with our Beneficiary Protection Policy – POL-08.

3.      YOUR RESPONSIBILITIES AS A CLIENT

To help us provide the best possible support we ask that you:

a)      Share relevant and truthful information to assist us in understanding your needs and delivering appropriate services.

b)      Treat staff, Legatees, volunteers, and other clients with courtesy and respect at all times. Abuse, harassment or threatening behaviour toward any of these individuals will not be tolerated under any circumstances; and Legacy WA reserves the right to refuse service to anyone who breaches this condition.

c)      Participate in agreed plans, appointments, and activities where possible, and communicate in a timely manner if circumstances change.

d)      Engage with services in good faith, following any reasonable directions provided by staff, and use resources appropriately without actions that may negatively impact others’ access to services.

e)      Act in a way that supports a safe environment for yourself, staff, volunteers, and others.

4.      OUR DUTY OF CARE

We are committed to supporting the wellbeing of our clients with compassion, integrity, and accountability. Our services aim to empower the families of veterans, build resilience, and foster a strong sense of connection within the Legacy community.

5.      FEEDBACK AND COMPLAINTS PROCESS

At Legacy WA, we are committed to providing respectful, high-quality support. If you have any feedback or concerns, we encourage you to raise them so that they can be addressed promptly and appropriately.

You can do this by:

·         Speaking directly with your Legatee or a staff member

·         Contacting our office via phone or email

·         Submitting your feedback in writing

All feedback and concerns will be handled confidentially, in a timely and respectful manner, and in accordance with our Grievance Handling Policy – HR 1.60. We are committed to ensuring that all individuals feel heard, supported, and treated fairly throughout the process.

6.      ACKNOWLEDGEMENT

By engaging with our services, you acknowledge that you understand your rights and responsibilities as outlined in this document.

7.      REVIEW OF THIS DOCUMENT

This document will be reviewed regularly to ensure it remains relevant, compliant, and reflective of best practice.