Customer Service Charter

Customer Service Charter

Our Commitment to You

FOCUS Connect Customer Service Charter sets out your rights and how you will be treated when you participate in any of our service or programs. It also sets out how we can work together to achieve the best possible result for you and what you can do to help us provide the best programs and services.

Our Pledge to Excellence

Delivering Exceptional Service at FOCUS Connect

FOCUS Connect is dedicated to providing top-quality service to all individuals, whether they're referred to as customers, clients, consumers, or participants. We maintain this commitment regardless of age, gender, sexuality, ethnicity, cultural background, religion, disability, or socio-economic status. Our approach in all interactions is to be informative, supportive and consistently demonstrate care and diligence.

two men - one standing and one in a wheelchair

What To Expect From Us

Standards We Uphold

  • Dignity and Respect: Ensuring treatment with dignity and respect in every interaction.
  • Advocacy and Support: Guaranteeing the right to support and representation.
  • Access to Interpreters: Providing interpreter services if required.
  • Clear and Understandable Information: Delivering accurate and clear information to enable informed decision-making.
  • Open Communication: Engaging in open, honest communication and actively seeking your input.
  • Appropriate Program Linkages: Connecting you with the most suitable program or service within FOCUS Connect, or alternative service providers.
  • Service Eligibility Transparency: Clearly explaining the eligibility criteria for specific services or programs.
  • Skilled and Experienced Staff: Ensuring support and services are provided by appropriately skilled and experienced staff.
  • Privacy and Confidentiality: Respecting privacy and confidentiality according to the National Privacy Principles.

Contributing to a Positive Environment

How You Can Support FOCUS Connect

  • Respectful Behavior: Actively demonstrating respect and safety towards other customers, staff and volunteers.
  • Feedback: Providing feedback about what you appreciate or find challenging in our programs and services.
  • Information Sharing: Furnishing necessary information to facilitate service provision.
  • Updated Contact Details: Notifying us of changes to contact details or relevant circumstances.
  • Appointment Communication: Informing us if you are unable to keep an appointment.
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