Focus on people using services

Standards 1 – 6 focus on ensuring that clients receive individually tailored, culturally sensitive services delivered with respect for their individual rights.

Standard 1 - Accessibility of services

• Templates
  • 1.1 Access policy template
    (Word Document 104KB)
  • 1.2 Eligibility policy template (Word Document 100KB)
  • 1.3 Requests for service and referrals policy template Word Document 104KB)
• Guidelines
  • 1.1 Access policy guideline (PDF 52KB)
  • 1.2 Eligibility policy guideline (PDF 48KB)
  • 1.3 Service requests and referrals policy guideline (PDF 60KB)
• Links and Resources for Standard 1

Standard 2 - Responding to individuals, families and communities

• Templates
  • 2.1 Service delivery policy template (Word Document 84KB)
  • 2.2 Allocation policy template (Word Document 74KB)
  • 2.3 Ending service delivery policy template (Word Document 66KB)
  • 2.4 Collaboration in service delivery policy template (Word Document 76KB)
  • 2.5 Community development and community education policy template (Word Document 76KB)
• Guidelines
  • 2.1 Service delivery policy guideline (PDF 123KB)
  • 2.2 Allocation policy guidelines (PDF 56KB)
  • 2.3 Ending service delivery policy guideline (PDF 52KB)
  • 2.4 Collaboration in service delivery policy-guideline (PDF 52KB)
  • 2.5 Community development and community education policy guideline (PDF 52KB)
• Links and Resources for Standard 2

Standard 3 - Participation and choice

• Templates
  • 3.1 Client service charter policy template (Word Document 68KB)
  • 3.2 Choice and self reliance policy template (Word Document 80KB)
  • 3.3 Participation policy template (Word Document 80KB)
• Guidelines
  • 3.1 Client service charter guideline (PDF 112KB)
  • 3.2 Choice and self reliance policy guidelines (PDF 116KB)
  • 3.3 Participation policy guideline (PDF 52KB)
• Links and Resources for Standard 3

Standard 4 - Confidentiality and privacy

• Templates
  • 4.1 Privacy policy template (Word Document 84KB)
  • 4.2 Client records policy template (Word Document 88KB)
  • 4.3 Cconfidentiality policy template (Word Document 76KB)
  • 4.4 Access to confidential information policy template (Word Document 72KB)
• Guidelines
  • 4.1 Privacy policy guideline (PDF 52KB)
  • 4.2 Client records policy guideline (PDF 52KB)
  • 4.3 Confidentiality policy guideline (PDF 53KB)
  • 4.4 Access to confidential information policy guideline (PDF 52KB)
• Links and Resources for Standard 4

Standard 5 - Feedback and complaints

• Templates
  • 5.1 Feedback policy template (Word Document 84KB)
  • 5.2 Complaints by clients policy template (Word Document 132KB)
• Guidelines
  • 5.1 Feedback policy guideline (PDF 60KB)
  • 5.2 Complaints by clients policy-guideline (PDF 60KB)
• Links and Resources for Standard 5

Standard 6 - Protecting safety and wellbeing

• Templates
  • 6.1 Harm prevention policy template (Word Document 104KB)
  • 6.2 Harm response policy template (Word Document 92KB)
• Guidelines
  • 6.1 Harm prevention policy guideline (PDF 60KB)
  • 6.2 Harm response policy guideline (PDF 60KB)
• Links and Resources for Standard 6

Standards Documents Set 1-6

• Standards Documents (ZIP 1.17MB)