More Client Information

What if English is my second language?

The Non-English Speaking Background (NESB) Support Service is available free of charge to help you access a range of community services. If you need an interpreter, please call the Translating and Interpreting Service on 131 450. To read our Brochure which is available in twenty eight languages, click here

Service Evaluation

HMMS carry out evaluations on an on-going basis as a means of receiving feedback from clients about the service they have received. This information is used to improve service delivery to clients. Questionnaires are provided to clients when their modifications have been completed. This is not compulsory but HMMS do appreciate the client/carer’s feedback.

Client Data Collection

To support communities, Federal and State Governments provide funding to many community services. In order to make these services work well, Government would like to know how services support people in their homes and communities. The information clients will be asked to pass on for this purpose ONLY includes gender, postcode, suburb, state, date of birth, whether you identify as Aboriginal or Torres Strait Islander, if you have a carer, if you own, rent or board, if you receive a pension, what service you received, language spoken at home and country of birth.

N.B. Your name and address will not be included in the information provided to Government. If you do not wish your profile to be included in the statistics, please let the HMMS know. You will not be refused service if you choose not to answer any of these questions. 

Consumer Rights and Responsibilities

Clients are the focus of HMMS and it is important their rights be acknowledged and promoted at every opportunity.

You have the right

• To privacy and confidentiality.

• To view any information about yourself held by the HMMS.

• To be represented by an advocate of your choice whose rights are to be acknowledged and respected as stipulated in the guardianship or advocacy agreement.

• To be involved (with carer) in decisions about your modifications. You will be made aware of all options available and the client contribution to be charged.

• To be made aware of the standard of service you can expect and that it will be provided in a safe manner with respect, dignity and maintaining your independence. Respect will be shown to you and your carer’s social, cultural and physical needs.

• To refuse our service without prejudicing further access to service.

• To complain or express your concerns about any aspect of our service without fear of losing the service or suffering any recriminations.

• To expect complaints be dealt with fairly, promptly and without retribution.

You have the responsibility

• To notify the HMMS if you are not able to keep an appointment.

• To act in a way which respects the rights of other consumers and HMMS staff.

• For the results of any decisions that you make.

• To consult with the Builder from your local HMMS and the Occupational Therapist on any concerns or changes that you may like to make to the modifications taking place in your home.

Expected outcomes for service users based on the National Service Standards for the HACC Program are:

Access to service

HMMS will ensure that each client’s access to service is decided only on the basis of relative need.

Information and consultation

HMMS will ensure each client is informed about their rights, responsibilities and services available. The client will also be consulted about any changes to their service.

Efficient and effective service management

HMMS will ensure the client receives the benefits of well-planned, efficient and accountable service management.

Co-ordinated, planned and reliable service delivery

A co-ordinated, integrated local and regional approach will be established between local/regional service agencies and Occupational Therapists to ensure a smooth provision of services.

Privacy, confidentiality and access to personal information

HMMS will endeavour to provide efficient administrative/assessment practices, protecting the client’s privacy and confidentiality.

Complaints and disputes

HMMS will incorporate information about avenues for appeal and complaint during the assessment process.

Advocacy

HMMS will ensure that each consumer has access to an advocate of their choice if required.

Client Advocates

An advocate is a person (with the authority of the client) who represents the client’s interests. Clients may use an advocate of their choice to negotiate on their behalf. This may be a family member, friend or advocacy service.

What rules and regulations do HMMS operate under and what guarantees do I have?

As HMMS are blending the building industry with the community care sector, HMMS must comply with the following:

• the National HACC Program Guidelines;

• the NSW Guidelines for HACC funded Home Modification Services which outline minimum mandatory obligations for providing home modification services to HACC clients;

• the Building Code of Australia and relevant Standards, in particular AS1428;

• legislative and statutory requirements as set out by the Office of Fair Trading;

• policies and procedures as set out by HMMS management committees/management;

• the Work Health and Safety Regulation 2011 Act

; and

• Local Government ordinances.

Staff of HMMS have a sound knowledge of building practices and occupational health and safety requirements which safeguard our clients and staff from injury.

To view the NSW service type Guidelines for HACC funded Home Modification click here and Maintenance click here

To view the National Program Guidelines for the HACC Program July 1 2012 - 30 June 2015 click here  

Making a complaint

If you have a complaint or a problem with any part of a HMMS, please contact the Service Manager of the HMMS that completed your modification or place your complaint in writing by addressing it to the Chairperson of the HMMS you are dealing with or send it to the:

NSW Ombudsman for Community Services

Level 24

580 George Street

Sydney NSW 2000

Toll free: 1800 451 524

Phone: 02 9286 1000

Confidentiality of Complaints

A client’s complaint will be kept confidential amongst the staff directly concerned with its resolution in order to resolve the complaint satisfactorily. The client’s permission will be obtained prior to releasing the information to other parties.