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9560 6722

155 Coleman Parade,

Glen Waverley 3150

admin@wavecare.org.au

Wavecare provides counselling to people for a broad range of issues. Counselling is provided in a safe and confidential environment by qualified and experienced practitioners.

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Terms & Conditions  

Welcome to the website of Wavecare Inc. The Site is owned and operated by Wavecare, including information, graphics, text and other material under the domain name “www.wavecare.org.au”.

These terms of service (“Terms”) apply to all use of the Site and its contents (“the Services”). Please read these terms carefully before accessing or using any part of the Site. By accessing or using any part of the Site, you agree to become bound by these terms. If you do not agree to all these Terms, then you may not access the Site or use any of the Services.

You should also refer to our Privacy Policy, which contains important information regarding personal information you may provide to us on the Site.

Use of Site/Information - the information contained in the Site and Services is intended to provide general information only.

Links - the Site contains links to third-party websites or resources. You acknowledge and agree that Wavecare is not responsible or liable for:

  • The availability or accuracy of such websites or resources; or
  • the content, products or services on or available from such websites or resources. You acknowledge sole responsibility for and assume all risks arising from your use of such websites or resources.

 

Disclaimer - the Site is available “as-is”. The site, content, and services are provided “as-is”, without warranty or condition of any kind, either express or implied, to the extent permitted by law.

Wavecare makes no representations or warranties that the Site, content and Services will meet your requirements, be uninterrupted, timely, secure or error-free, that defects will be corrected, or that the Site or the server that makes it available are free of viruses. Wavecare makes no representations or warranties about the accuracy, truthfulness, completeness or reliability of any information obtained through the Site or the Services. Wavecare is not liable for any loss resulting from any action taken or reliance made by you on any information or material contained in the Site, content or the Services.

Limitation of Liability - nothing contained in the Site, content or the Services, constitutes professional advice or a formal recommendation of any kind.

Indemnification - you agree to indemnify Wavecare against any loss, liability, claim, demand, damage or expense (including legal fees) asserted by any third party arising out of a breach of these Terms either by yourself or by any person.

Governing Law - The Terms will be governed and interpreted in accordance with the laws of Victoria, Australia.

Website Compliant with Australian Law Only Wavecare does not warrant that the Site or the Services comply with the laws of any country outside of Australia. If you choose to access the Site from another location or jurisdiction, you do so at your own risk and are responsible for compliance with applicable local laws.

Amendments - Wavecare reserves the right to amend these Terms from time to time. Amendments will be effective immediately. It is your responsibility to check these Terms periodically for changes. Your continued use of the web site following the posting of any amendments to these Terms will represent an agreement by you to be bound by these Terms as amended.

Copyright – All material contained on the Site and in the Services is protected by copyright under the laws of Australia. The Site and Services contain copyrighted materials, trademarks and other proprietary information, including, but not limited to text, images and audio. All intellectual property rights in relation to the Site, content and Services are reserved and owned by Wavecare

Severability - In the event that any provision of these Terms is held to be invalid or unenforceable, the remaining provisions of these Terms will remain in full force and effect.

User Conduct -You are responsible for all of your activity in connection with accessing the Website. Any fraudulent, abusive or otherwise illegal activity may be grounds for termination of your access to the Website. You may not post or transmit, or cause to be posted or transmitted any communication or solicitation designed or intended to obtain personal information from any Website user. If you access any personal information about other individuals through the Website, you must keep that information confidential unless you have their consent.

We reserve the right, without notice and in our sole and absolute discretion, to discontinue, suspend or terminate any service offered on this Website. All relevant provisions of these Terms and Conditions of use shall survive termination, including without limitation ownership provisions, disclaimers, indemnifiers and limitations of liability.

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Policies  

HACC Program Complaints Policy

Page content: Overview | Complaints policy | Consumer’s right to complain | Complaint mechanisms | Resolving complaints or concerns | State/Territory departments | Legal procedures | Independent mechanisms | Use of advocates | Other resources | Health Services Commission | State Government Ombudsman | Equal Opportunity Commission | Office of the Public Advocate | Regulatory industry boards

Overview

The right of a consumer to lodge a complaint about a service is a fundamental component of the overall strategy to promote the rights of the consumer in the Home and Community Care Program, as set out in the Program’s Statement of Rights and Responsibilities.

The Community Care Common Standards Guide and this policy provide the framework for a complaints policy and procedures in the HACC Program and is based on both service provider agencies and administering government departments having policies and procedures in place to inform consumers of their right to complain, and to resolve any complaints received. Agencies should ensure that their own specific policies and procedures for handling complaints are consistent with the framework outlined in this policy.

Complaints Policy

The right of a consumer to lodge a complaint about a service is a fundamental component of the overall strategy to promote the rights of the consumer in the Home and Community Care Program, as set out in the Program’s Statement of Rights and Responsibilities.

This policy provides the framework for a complaints policy and procedures in the HACC Program and is based on the proviso that both service provider agencies and administering government departments have policies in place to inform consumers of their right to complain, and procedures to resolve any complaints received. Agencies should ensure that their own specific policies and procedures for handling complaints are consistent with the framework outlined in this policy.

More detailed information regarding the development of agency specific complaints policy and procedures is provided in the Community Care Common Standards Guide.

The standards clearly outline the principles to guide agencies in the establishment of fair, effective and accessible complaints procedures. Agencies should refer to the standards when establishing service specific complaint procedures.

Consumer’s right to complain

Consumers of government funded services are entitled to have complaints investigated objectively and without fear of retribution. In the HACC context, such a right of complaint is established in the Statement of Rights and Responsibilities, which states the right of consumers to “… pursue any complaint about service provision without retribution”. The Statement also establishes the responsibility of service agencies to “deal with a consumer’s complaints fairly and promptly and without retribution”.

Complaint mechanisms

Where appropriate, complaints should be dealt with in the first instance by the agency providing the service. The Community Care Common Standards Guide requires all agencies to implement a policy for dealing with and monitoring complaints. Such internal complaint mechanisms should include a written policy describing how a complaint will be handled, and should be made available and explained to all consumers. In situations where a complaint is upheld, agencies should review their access and/or service delivery practices, with a view to making improvements in the service.

Resolving complaints or concerns

Consumers have the right to lodge a complaint about a service. It is required that all HACC Program funded service providers will develop and distribute an impartial policy statement and a set of procedures for resolving complaints.

An effective policy should provide the means for service providers to:

  • learn from their experience of complaints management
  • review the way they do business
  • respond to evolving consumer requirements and changes in management environments.

 

Funded agencies should ensure all policies and procedures for handling complaints are consistent with:

  • Community Care Common Standards Guide
  • the HACC Statement of Rights and Responsibilities.

 

HACC agencies should distribute a copy of complaints policy and procedures to all service users, carers and families. Strategies should be developed to ensure that specific groups, for example people from culturally and linguistically diverse backgrounds and people with disabilities understand and are able to participate in these processes.

It is likely that some complaints will need to be addressed in a forum that is not associated with, or dependent on, the particular service concerned. This may occur when it is not possible to resolve the complaint at the agency level or when the consumer does not wish to approach the agency in the first instance. Consumers who remain dissatisfied or who do not wish to raise the complaint with the service agency, should have recourse to assistance from State/Territory Departments or other complaint mechanisms, which are independent of that agency.

State/Territory departments

It is appropriate for the State and Territory Departments managing HACC to play a formal role in complaints that cannot be resolved at the agency level, or are raised by consumers who feel that they are unable to approach the agency directly.

In Victoria consumers can contact their nearest Departmental regional Office via the Department’s website: www.health.gov.vic.au, or refer to the White Pages Telephone Directory.

Legal procedures

This statement is subsidiary to all existing common and statutory legal procedures operating in each State and Territory.

Independent mechanisms

In some cases, service agencies are State or Territory government organisations or is actually part of the Department with responsibility for managing the HACC Program. In such circumstances, consumers might be concerned that the State or Territory department would bring a vested interest to its role as mediator/arbiter. Consumers may then, if they wish, make a direct approach to the relevant State or Territory Minister, or take their complaint to an independent review structure or complaints authority, where such a mechanism exists. However, regardless of the avenue chosen, consumers should be confident that their complaints will receive attention.

Use of advocates in the complaint process

Advocacy can play a critical role in assisting consumers to pursue and seek resolution of complaints. The HACC Statement of Rights and Responsibilities makes it clear that consumers have the right to involve an advocate of their choice in their dealings with service providers and administering government departments.

The role of the advocate is not to mediate between consumer and agency or to arbitrate in a dispute, but to speak and act on behalf of the consumer. The role of mediation and arbitration, when a complaint cannot be resolved at the provider level, lies with the State or Territory Department with primary responsibility for HACC.

Other resources and organisations

Other options, which may assist service providers and consumers in resolving complaints or providing advice, include the following organisations. Please consult the white pages telephone directory or directory assistance for up to date phone numbers.

Health Services Commission

The Health Services Commission deals with complaints concerning any private or public health service provider, including doctors, nurses, allied health professionals and naturopaths. The aim of the Commission is to mediate and conciliate between parties.

State Government Ombudsman

The Ombudsman for the State Government deals with complaints concerning actions of government departments. The Ombudsman’s office also has jurisdiction over the administrative actions of local government officers. However, it cannot act if the complaint concerns a decision or action of an elected Council or Councillor.

Victorian Equal Opportunity and Human Rights Commission

The Equal Opportunity Commission will deal with complaints concerning discrimination on the grounds of disability, sex, race, age, industrial activity, marital, parental or carer status, political or religious beliefs, sexual orientation or pregnancy. The Commission will assist people to prepare statements and to lodge a complaint. The role of the Commission is to then mediate between parties to reach resolution of the complaint.

Office of the Public Advocate

The Office of the Public Advocate represents the interests of Victorian people with a disability. The office is a statutory agency, independent of government and has the power to investigate and take action in situations where people are exploited, neglected or abused. Individual advocacy can also be provided for people with a disability who are being abused or neglected, and where no other advocacy is available. Independent guardians can be provided for people with a disability when the Guardianship and Administration Board make orders.

Regulatory industry boards

These are organisations, which regulate the conduct of particular professions. They also deal with complaints against professionals. Most state-based medical regulatory organisations now come under the auspice of the Australian Health Practitioner Regulation Agency (AHPRA).

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Privacy  

Wavecare acknowledges and respects the privacy of individuals. Wavecare complies with all privacy legislation requirements.

Collecting your Personal Information

When you visit the Wavecare web site, our Internet Service Provider will make a record of your visit and may log the following information for statistical purposes:

  • Your server address
  • The date and time of your visit to the site
  • The pages you accessed and documents downloaded
  • The previous site you have visited
  • The type of browser you are using

Using or Disclosing your Personal Information

Wavecare will not make any attempt to identify users or their browsing activities. However, should an investigation be required, a law enforcement agency or other government agency may exercise its legal authority to inspect the Internet Service Provider’s logs.

Wavecare will only record your email address if you send us a message. Your email address will only be used for the purpose for which you have provided it, and it will not be added to a mailing list or used for any other purpose without your consent.

Users should be aware that there are inherent risks in transmitting information across the internet.

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Glencare Eligibility 

Planned Activity Group (HACC) Referral & Eligibility Criteria

Home and Community Care services (HACC) are ELIGIBILITY-based programs and people referred must fulfil the eligibility criteria. Glencare is a HACC funded planned activity group (PAG).

ELIGIBILITY CRITERIA is for frail aged & younger disabled.

Clients must meet all of the following:

  • be living in the Monash City Council community
  • ƒcapacity for independent living is at risk or at risk of premature or inappropriate admission to long term residential care
  • need basic maintenance & support services provided or to be provided within the scope of the HACC

 

Referrals for the Glencare planned activity group can be made by email glencare@wavecare.org.au or by phoning 95606722. Details will be taken by administration staff and a trial visit to Glencare organized. The eligibility criteria will be determined as part of the assessment process.