PCCF’s Client and Family Charter

At PCCF, we respect and fully commit to upholding the rights of all people, including those with disability. We ensure that PCCF clients and their families are aware of their rights and responsibilities and are supported in exercising them.

PCCF adheres to several key legislative and international frameworks in supporting the rights of clients and their families:

• NDIS Act 2013 

• United Nations Universal Declaration of Human Rights

• United Nations Convention on the Rights of Persons with Disabilities

• United Nations Convention on the Rights of the Child

• Queensland Human Rights Act 2019

 

We are committed to fostering a climate of mutual respect and politeness between families and PCCF staff, acknowledging each other’s experience and knowledge. Our staff are dedicated to ensuring that children or young person’s needs are met and that their family’s wishes, decisions, and choices are respected. PCCF promotes and supports family independence with respect, dignity, and confidentiality.

Our Commitment to Families, Children, and Young People

At PCCF, we are dedicated to ensuring that all families, children, and young people receive services that uphold the highest standards of respect and dignity. Our commitment includes:

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• Upholding Rights: We are dedicated to informing families, children, and young people about their rights and ensuring these rights are respected.

• Promoting Freedom and Independence: We provide support in a way that promotes freedom of expression, self-determination, and decision-making for families, children, and young people.

• Supporting Informed Choices: We help families, children, and young people make informed choices, exercise control, and maximise their independence in relation to the supports we provide.

• Allowing Time for Consideration: We provide sufficient time for families, children, and young people to consider and review their support options and seek advice if needed, at any stage of our service delivery.

• Access to Advocacy: We support families, children, and young people in accessing an advocate (including an independent advocate) of their choosing.

• Treating with Fairness and Respect: We treat families, children, and young people fairly, with courtesy, dignity, and respect, and without discrimination.

• Providing Information: We give clear information about our services and associated costs, as well as other support options within and outside PCCF.

• Involvement in Decisions: We involve families, children, and young people in decisions about their supports, as well as our programs and policies.

• Respecting Cultural Preferences: We provide services that respect and consider the lifestyle, cultural, linguistic, and religious backgrounds and preferences of families, children, and young people.

• Protecting Personal Information: We protect personal information and use it only for the right reasons.

• Encouraging Feedback: We support families, children, and young people in providing feedback on our service, including complaints.

• Addressing Enquiries and Complaints Promptly: We promptly address enquiries and complaints about the supports provided.

• Connecting to Other Services: We support families, children, and young people in connecting with other services, including advocates, interpreters, and translators, if needed.

• Supporting Representation: We support families, children, and young people in having a person to speak on their behalf for any purpose.

• Providing Culturally Relevant Services: We ensure services are safe, appropriate, culturally relevant, and support the needs and goals of families, children, and young people.​