Our obligations under the Single Charter of Aged Care Rights and Australian Consumer Law
In addition to our obligations under the single charter of Aged Care Rights and Australian Consumer Law, Home Nursing Group has adopted the following Customer Service Charter.
Home Nursing Group
Home Nursing Group Service Standards
Home Nursing Group
Believes older people deserve to be treated with respect always, befitting their dignity and status as elders in our communities, with wisdom, experience and stories to share
Provides our customers with information and support to make choices and decisions about their own lives and their care services
Listens to our customers and responds to their needs and goals
Protects the privacy and confidentiality of all customers
Delivers high-quality, safe, accountable and responsive services
Does not discriminate on the basis of race, gender, marital status, sexual orientation or disability
Welcomes and values all feedback, positive and negative
Friendly, courteous, professional and respectful service
Staff identification by personal introduction or name badge
Prompt handling of all enquiries
Less than two minutes waiting time on all calls
Responding to telephone messages in an appropriate and timely manner
Telephone advice in advance of any temporary change to your service times
Consultation before any significant changes in how we deliver your services
Acknowledgement of all correspondence within one working day, indicating when a full reply can be expected and the name of a person to contact for ongoing enquiries
All complaints or concerns to be registered and investigated
All complaints to be acted on, or acknowledged within seven working days
The right of all customers to escalate complaints or concerns should they not be satisfied