Key messages

  • The statement of rights and responsibilities aims to ensure people receiving HACC PYP services, and funded organisations delivering HACC PYP services, know their rights and responsibilities and can confidently exercise them.
  • The statement outlines consumers’ rights and responsibilities.
  • The statement also outlines service providers’ responsibilities.
  • The Department of Health & Human Services has developed an information brochure for consumers in a number of community languages. 
The statement of rights and responsibilities aims to ensure people receiving HACC PYP services, and funded organisations delivering HACC PYP services, know their rights and responsibilities and can confidently exercise them. HACC PYP consumers rely on service providers to help them stay in their home and community. Service providers need to respond to each person’s changing needs and to include the person in decisions about the services they receive. The HACC PYP Statement of Rights and Responsibilities recognises:
  • the program assists people who are at risk of premature or inappropriate long-term residential care and their carer
  • the program aims to enhance the quality of life and independence of those at risk people and their carers
  • the program is administered within available resources and in line with the principles and goals set out in the HACC agreement
  • people using HACC PYP funded services retain their status as members of Australian society and enjoy the rights and responsibilities consistent with this status
  • providers of HACC PYP services operate under the constraints of relevant law.

Consumer rights and responsibilities

HACC PYP consumers have the right to:

  • respect for their individual human worth and dignity
  • be treated with courtesy
  • be assessed for access to services without discrimination
  • be informed and consulted about available services and other relevant matters
  • be part of decisions made about their care
  • choose from available alternatives
  • pursue any complaint about service provision without retribution
  • involve an advocate of their choice
  • receive good quality services
  • privacy and confidentiality, and access to all personal information the provider keeps about them.

As members of Australian society, HACC PYP consumers are responsible for:

  • respecting the human worth and dignity of the service provider staff and other consumers
  • treating service provider staff and other consumers with courtesy
  • the results of any decisions they make
  • playing their part in helping the service provider to provide them with services
  • providing a safe work environment for staff and to help them to provide services safely.

Service provider responsibilities

In providing services, service providers are responsible for:

  • enhancing and respecting the consumer’s independence and dignity
  • ensuring the consumer’s access to a service is based only on need and the service’s capacity to meet that need
  • informing consumers about options for HACC PYP support
  • informing consumers of their rights and responsibilities relating to HACC PYP services
  • involving the consumer and carer in decisions on the assessment and service delivery plan
  • negotiating with the consumer before changing the service being provided.
  • responding to consumers’ diverse social, cultural and physical experiences and needs
  • recognising the role of carers and responding to their need for support
  • informing the consumer about the service to be delivered and any fees charged
  • informing the consumer of the standards to expect for services they may receive
  • ensuring the consumer continues to receive services agreed with the provider, accounting for the consumer’s changing needs
  • respecting the consumer’s privacy and confidentiality
  • allowing the consumer access to information the service provider holds
  • allowing the carer access to information the service provider holds about the consumer if the carer is the consumer’s legal guardian or has been so authorised by the consumer
  • delivering services to the consumer safely
  • respecting a consumer’s refusal of a service and ensuring that refusal does not prejudice any future attempt by the consumer to access a HACC PYP service
  • dealing with consumer’s complaints fairly and promptly and without retribution
  • mediating and attempting to negotiate a solution if conflict arises between the carer and the consumer
  • accepting the consumer’s choice and involvement of an advocate to represent his or her interests
  • accounting for the consumer’s views when planning, managing and evaluating service provision.

The department has developed consumer brochures in English and a number of community languages