Client Charter of Rights and Responsibilities

This Charter aims to ensure that you are aware of your rights and responsibilities as a client of NTV, and can be confident that your rights will be upheld by our staff.

Dignity and Respect

Everyone has the right to be treated with dignity and respect, regardless of their race, ethnicity, national origin, socio-economic status, religion, gender, sexual orientation, age or abilities.

Information

As a client of NTV, you have the right to:

  • receive information in a way that you can understand
  • have access to an appropriately trained interpreter upon request
  • receive sufficient and accurate information in relation to the services provided by NTV and the assistance and support you can expect to receive

Services

As a client of NTV, you have the right to:

  • be listened to
  • be treated in a professional, courteous and caring manner
  • receive a high quality service from appropriately trained and experienced staff

Privacy

As a client of NTV, you have the right to:

  • receive an explanation about what happens to your personal information
  • have your personal information treated confidentially (with some exceptions as required by law)
  • have access to and correct your personal information upon request

For more information please see our Privacy Policy, available on our website www.ntv.org.au or by contacting NTV on 03 9487 4500

Feedback and Complaints

As a client of NTV, you have the right to:

  • give feedback about the service received
  • make a complaint about anything that concerns you about our service
  • expect that any complaint will be responded to in a respectful and timely manner

For more information please see our Complaints Procedure, available on our website www.ntv.org.au or by contacting NTV on 03 9487 4500

Responsibilities of Clients

As a client of NTV, it is your responsibility to:

  • treat our staff with courtesy and respect
  • let staff know if you do not understand any advice or information given to you
  • provide accurate and honest information to assist NTV staff in providing you with the best possible service

If you would like to discuss any aspect of your rights and responsibilities, please contact us at NTV on 03 9487 4500 or info@ntv.org.au