Post on 16-Mar-2020
transcript
Your customer rights and
responsibilities at Yooralla
Easy English
Some words in this book are in blue. You can find
out what these words mean at the end of this
book. Go to page 13.
This book tells you about your
rights
and
responsibilities
as a Yooralla customer.
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Blue
Words
What are your customer
responsibilities at Yooralla?
Customer responsibilities are the things that you need
to do as a Yooralla customer.
You must treat everyone with respect
To treat a person with respect means to
treat them well
and
think about their
o feelings
and
o rights
Everyone should be treated with respect including
Yooralla employees
and
other Yooralla customers
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Treating a person with respect
includes
not using swear words at
people
not saying mean things
not spitting at people
not pushing
and
not hitting
You have to pay for the services you get from
Yooralla.
Everyone at Yooralla should feel safe.
You should
speak up if you feel unsafe
or
if you think that someone else is
unsafe
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If you feel
unsafe
or
think that someone else is unsafe
you can talk to your
support worker
service manager
or
a family member
You can also contact Yooralla’s Customer Relations
team. You can
call 03 9666 4500
or
email feedback@yooralla.com.au
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Your customer rights at Yooralla
You have a right to be treated as an individual
This means that from Yooralla you can expect that
your life goals are
o understood
and
o respected
you are supported to achieve your life
goals
you are treated
o fairly
and
o equally
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This means to be treated just like
everybody else regardless of your
disability.
You can choose how you want to live your life. This
includes
o where you live
o who your friends are
o how often you see your friends
o how often you see your family
o if you want to work
o where you want to work
and
o what you do for fun
you can choose to be supported by
o an advocate
and
o other services
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Y
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oThis document is uncontrolled when printed, please refer to the Controlled Documents Public Library for the current version
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e
x
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a
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Y
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l
a
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w
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d
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o
m
a
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h
a
t
p
e
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o
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i
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b
i
l
i
t
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y
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t
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a
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e
d
a
s
e
q
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u
a
l
t
o
a
l
l
o
t
h
e
r
p
e
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o
p
l
e
i
n
s
o
c
i
e
t
y
Yooralla will
work with the government
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other people
to continue to make its services
better
Yooralla will make sure that people know about how
to make it
better
and
easier
for people with disability to use public places
These are the places where everyone can go to.
For example
libraries
train stations
airports
hospitals
or
swimming pools
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You have a right to expect your relationships
with the people who support you will be
open
and
honest
This means
getting clear communication about your
o supports
and
o services
that what you pay for your services and supports
o is fair
and
o that you understand the prices of these
supports and services
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This means
you get services that are
o good quality
and
o safe
that Yooralla gives you an easy way to
o make a complaint
and
o give us feedback
Please see Your Yooralla
Experience document in Easy English to find out
how to
provide feedback
or
make a complaint
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You have a right to expect good services from Yooralla
You have a right to make informed choices
This means being supported to
make your own decisions about your
o life
o supports
and
o services
learn about different
o options
and
o services you can choose from
You can expect your supports and services to be
free from
exploitation
abuse
discrimination
harassment
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neglect
Y
o
u
h
a
v
e
a
r
i
g
h
t
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t
o
e
x
p
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c
t
s
u
p
p
o
r
t
s
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a
n
d
s
e
r
v
i
c
e
s
t
h
a
t
e
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m
p
o
w
e
r
y
o
u
Empower means to
support
and
encourage you to make your own
o decisions
and
o choices
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You can expect that Yooralla will
support you in your
decisions
and
choices
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What the blue words mean
rights
What
all
Yoorall
a
custo
mers
are
entitle
d to.
For
examp
le
t
o
b
e
tr
e
a
t
eThis document is uncontrolled when printed, please refer to the Controlled Documents Public Library for the current version
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d
a
s
a
n
i
n
d
i
v
i
d
u
a
l
t
o
r
e
c
e
i
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v
e
g
o
o
d
q
u
a
li
t
y
s
e
r
v
i
c
e
s
t
o
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f
e
e
l
r
e
s
p
e
c
t
e
d
and
t
o
feel
saf
e
respon
The
things
that
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sibilities
you
need
to do
as a
Yoorall
a
custo
mer.
For
examp
le
t
o
tr
e
a
t
e
v
e
r
y
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o
n
e
w
it
h
r
e
s
p
e
c
t
i
n
c
l
u
d
i
n
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g
o
Y
a
n
d
o
ot
t
o
p
a
y
f
o
r
t
h
e
sThis document is uncontrolled when printed, please refer to the Controlled Documents Public Library for the current version
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e
r
v
i
c
e
s
y
o
u
g
e
t
s
p
e
a
k
u
p
o
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or
o
th
individual
A
person
that is
s
e
p
a
r
a
t
e
fr
o
m
o
t
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h
e
r
p
e
o
p
l
e
w
it
h
t
h
e
ir
o
w
n
o
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an
d
o
goals
Things
in life
that
a
r
e
i
m
p
o
rt
a
n
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t
t
o
y
o
u
and
t
h
a
t
y
o
u
w
a
n
t
t
o
a
c
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h
i
e
v
e
For
examp
le it
may
be
t
o
s
t
u
d
y
t
o
g
e
t
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a
j
o
b
or
t
o
v
o
l
u
n
t
e
e
r
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respect
To
treat
someo
ne with
respec
t
means
to
tr
e
a
t
t
h
e
m
w
e
ll
a
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d
t
h
i
n
k
a
b
o
u
t
t
h
e
ir
o
f
and
o
ri
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advocate
A
person
who
wants
what is
best
for
you.
An
advoc
ate
can
help
you
s
a
u
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An
advoc
ate
can
li
fi
a
n
d
w
h
s
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a
n
d
g
An
advoc
ate
can be
a
fri
fa
or
v
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service
You
pay
someo
ne to
do
somet
hing
for
you.
For
exa
mpl
e
a
a
o
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r
a
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society
A
group
of
people
who
live
togeth
er in a
c
o
r
r
and
have
their
own
w
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a
r
relationships
How
we
b
a
r
y
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a
o
o
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c
o
m
m
u
ni
c
at
io
n
The
way
you
talk to
people
. The
way
you tell
people
w
h
o
r
w
There
are
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differe
nt
ways
to
comm
unicat
e. For
examp
le
s
p
o
m
s
u
The
help This document is uncontrolled when printed, please refer to the Controlled Documents Public Library for the current version
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p
p
or
ts
you
get
with
d
a
t
price
How
much
money
somet
hing
costs.
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complaint
Telling
someo
ne if
you
are not
happy
with
a
t
o
s
A
compl
aint
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can be
ver
wri
for
or
inf
Yo
wit
or
ext
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You
can
ask an
advoc
ate to
help
you
make
a
compl
aint.
Please
see
Your
Yooral
la
Experi
ence
docum
ent in
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Easy
Englis
h to
find
out
how to
pro
an
ho
feedback
Giving
feedba
ck
means
telling
us
what
you
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think
about
o
o
s
F
p
o
n
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exploitation
Treatin
g
someo
ne
unfairl
y in
order
to
benefit
from
them.
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abuse
Treatin
g
someo
ne with
c
a
v
Abuse
can be
p
v
fi
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e
s
s
or
s
Abuse
is
agains
t the
law.
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discrimination
Discri
minati
on
means
being
treated
u
or
n
harassment
A
behavi
our
toward
s
anothe
r
person
that
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is
h
or
in
Harass
ment
can be
o
o
it
Harass
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ment
becau
se of
the
disabili
ty of a
person
is
agains
t the
law.
neglect
This
means
someo
ne
does
not get
the
care
they
need.
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The Easy English in this book was updated in September
2019.
Images in this book are from
Softpics © Innovative Communication Programming (Ylana Bloom
& Dolly Bhargava)
Photosymbols. www.photosymbols.com
Freepik. www.freepik.com
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