Every client has a right to:
- Be treated with dignity, courtesy, respect and fairness;
- Access programs or services in a safe, clean and secure place that is free of discrimination or harassment;
- Refuse or discontinue involvement in a program or service;
- Receive information about the programs or services offered, including any applicable fees, and a satisfactory level of service;
- Participate in decisions regarding the type of assistance or support received and the manner in which it is provided;
- Expect that personal privacy will be respected and confidentiality will be protected to the greatest extent possible, as permitted by law;
- View one’s information file held by the centre with reasonable notice, receive a copy of the file and request to have any error corrected; and
- Issue comments or complaints about service quality or treatment and expect to receive a timely response.
Every client has a responsibility to:
- Treat the centre’s employees, volunteers and other clients with dignity, courtesy and respect;
- Keep the centre’s locations safe, clean and secure for the enjoyment of others;
- Respect the privacy of others and not disclose their personal information;
- Follow the centre’s policies and ask for an explanation when a policy is not understood; and
- Provide accurate information in order to receive the best service possible.