Consumer Charter

As a consumer of the services provided by the Palliative Care Information Service (PCIS), you have the following rights and responsibilities:

• You have the right to the right to be able to contact the PCIS telephone service during business hours at no charge from any landline within Australia
• You have the right to have your call answered promptly
• You have the right to be treated with respect, dignity and consideration by PCIS operators, regardless of your age, gender, sexuality, religion, culture or political beliefs
• You have the right to receive accurate and up-to-date information
• You have the right to receive counseling support from an appropriately trained operator
• You have the right to give a compliment or make a complaint
• You have the right to withhold personal information
• You have the right to receive quality service
• You have the right to refuse to participate in research or quality activities
• You have the right to be redirected after hours to a website where there is the capacity for 24 hourly access to palliative care information and the facility for a service provider search
• You have the right to access PCIS’ privacy policy, complaint policy, as well PCIS consumer charter
• You have the right to request a call back during and after business hours when the PCIS line is either busy or unattended and to receive that call back promptly
• You have the right to access any personal information that may have been stored about you
• You have the right to have your personal information kept private and confidential
• You have the right to receive an equal level of service if you are indigenous, have special needs, or are from a culturally or linguistically diverse background
• You have the responsibility to provide operators with an much information as possible about your/or your loved one’s current situation
• You have a responsibility to provide operators with basic statistical information so that we can plan future services
• You have a responsibility to provide feedback about our service when requested
• You have the responsibility to treat PCIS operators with respect, dignity and consideration

If you would like to make a complaint, provide consumer feedback or if you would like further information about your rights and responsibilities, please contact the PCIS project manager on freecall 1800 772 273, or write to PO Box 2020 Windsor Queensland 4030.