Client Service Charter
Your Rights & Our Responsibilities
Forge is part of St Anthony’s Family Care, an organisation committed to delivering high-quality, respectful, and responsive support.
This Charter outlines what you can expect from us, how we’ll work together, and what to do if something isn’t right. It’s all about ensuring a positive experience and building a strong, collaborative partnership with you and your family.
Programs That Build Independence, Confidence, and Community
Vision
St Anthony’s Family Care works to deliver a range of services to nurture and support children and young adults of all abilities while at the same time responding to their families’ needs.
Values
St Anthony’s Family Care is guided by the values of Respect, Equality, Compassion, Integrity, Accountability, Courage, and Responsiveness to Families.
Mission
St Anthony’s Family Care follows in the footsteps of St Mary MacKillop by supporting children and young adults in achieving their hopes and dreams and so enabling them to lead fulfilling lives.
Tailored, Empowering, and Community-Focused
St Anthony’s Family Care operates:
Figtree Early Learning Centre
EPIK Disability Services
Forge Disability Services
Through these services we strive to offer high quality programs that reflect your choices, meet your needs and promote wellbeing.
St Anthony’s Family Care provides opportunities for active inclusion, meaningful participation and encourages the potential of children, young adults and their families.
St Anthony’s Family Care promises to:
- Respect your right to provide feedback, suggestions and make complaints
- Make continuous improvements to our services
- Support your right to make your own decisions and choices
- Work with you and your family to build meaningful and respectful partnerships
- Gain your consent and respect your privacy, only using your personal information according to Australian law and as required by our funding bodies
- Provide advice to you about other support services available
- Ensure staff are provided with relevant training and support
- Support you to be represented by an advocate
- Respect and adhere to all Australian laws
Our Commitment
Help Us Help You
We want to make sure you receive the best possible service.
To help us do this, please:
Treat our staff and other service users with dignity and respect
Provide accurate and up-to-date information to help us deliver services
Tell us about any changes to your needs or circumstances
Give us honest feedback about our services
Our Offer
Improving Our Service
St Anthony’s Family Care genuinely wants to hear your views about our services. We are committed to resolving complaints in a reasonable, transparent and confidential manner. If you have a complaint about a possible breach of this Charter or other issues, please discuss this with a member of our team or the Service Coordinator.
If you are not happy with the outcome please contact the Chief Executive Officer directly. If your complaint is not addressed to your liking, you are entitled to take the matter further. There are a number of external agencies that may be contacted and these are listed on the St Anthony’s Family Care Feedback brochure.
Frequently Asked Questions
We have some answers for you. Please contact us if we haven’t answer all your questions.
What is the Client Service Charter?
The Client Service Charter outlines what you can expect from St Anthony’s Family Care, including our service commitments, your rights, and how we work together to provide the best possible support.
What are my rights as a client?
You have the right to be treated with dignity and respect, to make your own choices, to have your privacy protected, and to receive services that meet your needs and goals.
How can I give feedback or make a complaint?
We welcome all feedback—positive or negative. You can speak with a team member, contact a Service Coordinator, or reach out to our Chief Executive Officer. We’ll listen and work with you to resolve any concerns.
What if I don’t feel comfortable raising a concern with staff directly?
That’s okay. You’re welcome to speak to someone else within the organisation, contact the CEO, or involve an external advocacy or support agency if needed. We can also help connect you with someone to advocate on your behalf.
How does Short-Term Accommodation work?
Our Short-Term Accommodation provides a structured and supportive environment where young adults can develop life skills while enjoying a safe stay away from home. Programs are flexible to individual goals and needs.
What are my responsibilities as a client?
We ask that you treat staff and other service users with respect, provide accurate information, let us know about any changes to your circumstances, and share feedback so we can continue improving.