What you need to know, written in an easy to understand way.
It is written in an easy to understand way.
We use pictures to explain things.
Keeping your personal information private
Keeping you safe from MEAN
Complaints and feedback
Conflict of interest
This means you pick the supports you need to reach your goals
We will not make choices for you
We will communicate with you in the way that works best for you. This might be using words, signs, technology or in other ways that work for you
We will share information so you can pick your supports and how they are provided
We will treat you with respect
We can include your trusted family, friend or an independent advocate when you pick your supports
We will explain information and our policies to help you choose
We can show you where to find other service providers
Privacy means that any personal information about you must not be told or shown to anyone.
Personal information means anything that is about you.
anything that is written about you
anything with your image in it.
For example a video of you.
anything that is said about you.
Information that helps us understand the best way to support you.
For example information about:
your family and relationships
what you do each day
for example where you work.
When you get support from Aruma your personal information is kept in a file.
The file is locked in a cupboard at the Aruma office.
Your personal information is also kept on the computer in a program.
We will make sure no one else sees your personal information when we do not need to keep it anymore.
You can ask questions about your information.
Staff will explain it to you.
You can have a copy of your file to keep.
If you are under 18 years old, staff will help you to make an appointment to see you file.
Staff have to ask you before they share any of your personal information with anyone.
They will go through a form called the Information Sharing Toolkit with you when they want to share your information.
Another person who is called a witness has to watch while staff go through the form with you.
MEAN is Mistreatment Exploitation Abuse and Neglect.
MEAN is when someone treats
MEAN is when someone does not respect your human rights.
MEAN is never OK.
Mistreatment is when someone treats you badly or is cruel to you.
Mistreatment is things like
Someone bullying you or making fun of you.
Not letting you do something you want to do.
Exploitation is when someone takes advantage of you.
Exploitation is things like
Someone taking your money without you knowing.
Using your photo without you saying it is ok.
Abuse is when someone hurts you or treats you badly.
Abuse can be verbal, physical, emotional or sexual.
someone touching you where you do not want to be touched.
Neglect is when someone does not give you the care or the help you need.
Neglect is things like
someone ignoring you
someone not giving you enough food.
If someone treats you badly it is your right to tell someone.
You should tell someone you trustlike a friend, family or Aruma staff.
You can call 000 and tell the police.
You can make a complaint.
Everyone at Aruma must follow these steps straight away.
1. Make sure you and everyone around you is safe.
2. Call 000 in an emergency.
3. Get medical help for anyone who needs it.
4. Tell their manager.
5. Keep your details private and only tell people who need to know.
1. Make sure things have been
2. Ask everyone involved if they want to talk to someone about it.
3. Make sure you do not have to be near the person who treated you badly.
4. Aruma may contact the police if the law has been broken.
5. Make sure everything is written down and kept safe.
6. There will be an investigation to find out what happened.
7. This will start within 5 days.
8. Aruma will write a report so you will not be treated badly again.
A complaint is something you are
not happy about.
This can be about anything at Aruma for example a service or a person.
Feedback is sharing your ideas and feelings about anything at Aruma.
Feedback can be about good or bad things or about making something better.
Your complaints and feedback help Aruma respect your human rights.
It helps them be a better organisation.
Everyone has the right to make complaints and give feedback.
Aruma welcomes complaints and feedback from anyone.
1. You can tell someone who works for Aruma that you want to make a complaint or give feedback.
2. You can ring Aruma on 1300 538 746.
3. 3. You can write a letter or send an email to Aruma email@example.com
4. You can make a complaint or give feedback on the Aruma website
1. People who work at Aruma need to make it easy for you to make a complaint or give feedback.
2. They will ask you what you
want to happen.
3. Your complaint or feedback will be reported to the manager.
4. Your complaint or feedback will be put in the computer system.
1. Contact you within 1 working day to find out all the facts.
2. Make sure they understand your complaint or feedback.
3. Stay in contact with you to make sure you know what is happening.
4. Contact you before 2 weeks to tell you what has been done about your complaint or feedback.
You can dispute what has been done.
This means saying you do not agree with what has been done.
A more senior manager will find out all the facts about the complaint or feedback.
They will then contact you.
The Aruma Quality and Risk Officers
will check the computer system to see what has been done.
They will tell the manager’s boss if things have not been done right.
When someone does not do their job properly because they are interested in something else.
They might be best friends with a customer.
They might give that customer better services than other customers.
They might be dating their manager. Their manager might not make sure they follow the rules of Aruma.
They might be getting paid to work at a different service as well as at Aruma.
They might ask Aruma customers to use that other service.
They might have more than one job to do at Aruma. One of their jobs might not get done properly.
For example someone might need to do a special investigation to make sure a Aruma service followed all the rules.
An investigation means trying to carefully find out exactly what happened.
The boss in that service should not also have the job of doing the investigation.
The boss of that service might not want the investigation to show that the rules were not followed.
All Aruma staff have to make sure there is no conflict of interest in their work at Aruma.
They have to treat it seriously even if it just looks like there is a conflict of interest.
They have to do this even if there is not really a conflict of interest.
Tell the boss or someone in human resources.
Write a report about it in a computer program called Periscope.
The staff and their boss have to make a plan to get rid of the conflict of interest.
Getting a different staff member to support customers who are family members.
Not going to meetings with a different disability service if that staff member also works for that disability service.
Not taking presents from customers. It might make the staff give that customer better support than other customers.
Aruma helps some NDIS customers choose from different disability services to get support.
Aruma can also give those customers support.
This might make it seem like they will try to get customers to choose Aruma to get support.
This can make it seem like there might be a conflict of interest.
Staff must always explain this policy to NDIS customers who get Support Coordination.
There are lots of different types of services Aruma can give.
For example we can help customers to:
learn and play
learn how to get a job
You can choose any Service Provider.
There is a list on the NDIS website.
There are lots of other Service Providers who can give you:
Any other type of service.
Coordination of Supports from
If you choose other service providers it will not affect the way we give you coordination of supports.
The house makes your support safer and better.
If you live in Specialist Disability Accommodation you might like to report a problem with the house.
We will make a report in our computer system.
The manager and a senior person will see the report.
This helps to make sure we do the right thing.
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