Customer Charter

Watch Our Customer Charter

Why is Our Customer Charter Important?

Our Customer Charter is focused on our commitment to you. As part of any customer charter it is important that it accurately reflects your expectations of us around how we deliver our services to you, our client. Should you have any comments or feedback around how it could be improved, please let us know.

Read Our Customer Charter

Purpose and Commitment

We know that our success depends on us delivering quality and consistent services. Our Customer Service Charter explains our commitment to you when providing services and what we need from you to allow us to do this.

 This Customer Service Charter helps us to achieve our mantra of; Access for the Deaf and Hard of Hearing at the centre of everything we do.

Our Values 

Everything we do is underpinned by our values:

  • Community; to foster a community of communication without limits
  • Access; providing opportunities and developing partnerships
  • Inclusion; offering services and activities for all people impacted by communication barriers
  • Progress; embracing change and seeking opportunities to strengthen our future

Our PROMISE TO YOU

At Access Plus, we agree to:

  • Provide services that meet your needs at preferred times where possible

  • Consult with you on how services are provided

  • Keep accurate records of the services provided to you

  • Work with you to review your support plan on a regular basis

  • Communicate openly, honestly and in a timely manner
  • Treat you with courtesy and respect
  • Act in a manner that is sensitive to your personal beliefs and circumstances

  • Provide you with information about managing complaints, disagreements and details of our cancellation policy
  • Listen to your feedback and resolve problems promptly

  • Give you a minimum of 24 hours’ notice if we need to change a scheduled appointment for reasons other than emergency or illness
  • Issue regular invoices and statements
  • Provide you with the required notice if we need to end the Service Agreement we have in place with you
  • Protect your privacy and personal information

  • Provide services in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and Rules, and Australian Consumer Law

OUR REQUESTS OF YOU

To deliver the quality services you deserve, we need you to:

  • Tell us how we can best deliver the services to meet your needs
  • Treat us with courtesy and respect
  • Let us know if you have concerns about the services being provided

  • Provide us with a minimum of 48 hours’ notice if you cannot make a scheduled appointment or understand that the Access Plus WA Deaf cancellation policy will apply
  • Let us know immediately if your NDIS plan is suspended or replaced by a new NDIS plan or you are no longer a part of the NDIS
  • Provide us with the required notice period if you need to end the Service Agreement

WHAT YOU CAN EXPECT FROM US

  • When requesting services we will acknowledge your email, phone call and text within 24 hours
  • We will confirm urgent booking requests within 72 hours, or let you know that we are unable to provide the services requested
  • We will let you know at least 72 hours before an appointment if we are unable to meet your request, unless the request is received less than 72 hours before requested delivery date / time
  • We will invite you to complete our anonymous client satisfaction survey at least twice a year

HOW TO PROVIDE FEEDBACK

We believe feedback is an opportunity for us to improve the services that you receive. When you provide feedback, we will treat you with respect. Your feedback will be kept safe, private, and protected.

You can provide feedback in one of the following ways:

  • Talk directly to the people providing your service

  • Download a feedback form here 

  • Email us at quality@accessplus.org.au
  • Call us on (08) 9441 2677

Have a Question?

Send us an email

34 Dodd St
Wembley WA 6014
Office Number
(08) 9441 2677