AccessCare staff adhere to a range of agreed legal and professional standards. As our client, we also ask you agree to some basic expectations. Our team will clarify these standards and expectations in full, but some of the more important are summarised below:

Health and safety

We will talk to you about how you can maintain a safe home environment for staff, yourself, your family and friends and other visitors. We ask you to:

  • Reasonably maintain your home and let us know of any hazards which may be a risk to you or to others
  • Change, repair or replace items in your home when needed to meet safety requirements
  • Understand a care provider might change or withdraw services if any of their staff are placed in a situation of unacceptable risk

Rights and responsibilities

Your rights

  • To be treated with courtesy and respect
  • To have your needs assessed without discrimination
  • To be informed and consulted about available services and other relevant matters
  • To be part of decisions made about your care
  • To choose from available alternatives
  • To receive quality services
  • To pursue any complaint about service provision without retribution
  • To involve an advocate of your choice
  • To have your privacy and confidentiality respected and to access all personal information kept about you

Your responsibilities

  • Treat our staff and volunteers with courtesy and respect
  • Provide a safe working environment and to help our workers provide you with services safely
  • Take responsibility for the results of any decisions that you make
  • To refrain from smoking inside your home while services are being provided to you
  • Ensure that suitable cleaning equipment is provided in order for your domestic care to be undertaken
  • Restrain your pets whilst service is received, ensuring you, your pet and staff remain safe during the services provided
  • To ensure any weapons in or around the home are stored in accordance with legislativeand/or licensing stipulations while our staff are in the home

Protection from abuse and neglect

Our staff are trained to recognise abuse and neglect. We may act on any concerns we may have about abuse or neglect of you or your carer. To discuss any issues or to report abuse or neglect, please contact us on 1300 819 200 or contact Seniors Rights Victoria (phone 1300 368 821).


There may be times when you want someone else to speak to us on your behalf or help you to speak for yourself. We call this person an advocate and they can support you to:

  • make decisions for yourself
  • make your voice heard
  • stand up for your rights
  • represent your interests

You can choose your own advocate such as a family member or someone else you trust. If there is no one you can ask, we will try and help you find a community organisation to support you.

Health Services Commissioner

This is a free and confidential service which can help you resolve a complaint you have with a service provider. Although they cannot act as an Advocate, they can refer you to an advocacy service if needed.

Website:               Telephone: 1300 582 113

Victorian Ombudsman

The Victorian Ombusdman is independent, impartial and provides a free service. They are responsible for enquiries into or investigating administrative actions taken by a Government department or public statutory body or by any member of staff of a municipal council.

Privacy Information and Feedback

Your right to privacy is protected by law. If at any time you are concerned or have a complaint about the way your personal information is being managed, please contact us.

We welcome and encourage feedback about what is going well and what can be improved. Your feedback, whether a compliment, suggestion or complaint is important and assists us to ensure the service is meeting your needs. 

More information

For more information about our standards of care or your rigths and responsibilities please call 1300 819 200