Our policies


Eunoia Lane is committed to ensuring that information is used in an ethical and responsible manner.

Eunoia Lane recognises the need to be consistent, cautious and thorough in the way that information about clients, stakeholders, staff, board members, students and volunteers is recorded, stored and managed.

All individuals including clients, stakeholders, staff, board members, students and volunteers have legislated rights to privacy of personal information. In circumstances where the right to privacy may be overridden by other considerations (for example, child protection concerns), staff act in accordance with the relevant policy and/or legal framework.

All staff, board members, students and volunteers are to have an appropriate level of understanding about how to meet the organisation’s legal and ethical obligations to ensure privacy and confidentiality.

Feedback and complaints

Feedback and complaints provide valuable information and give us an opportunity to learn and improve. Feedback may be of a sensitive nature and the service user’s right to privacy and confidentiality will be respected. Any information relating to the complaint will be distributed on a need to know basis.

All complaints will be resolved at the service level where possible and in the shortest time practicable.

Service users can expect complaints to be dealt with fairly and promptly and for staff to take steps to ensure that service users feel comfortable to continue accessing the service after making a complaint.

The complaints management process will be simple and easy to use and effectively communicated and promoted to all service users and stakeholders.

Safeguarding against abuse, assault or neglect

At Eunoia Lane we believe all people are entitled to feel safe and protected from assault, exploitation or any form of abuse. Eunoia Lane is responsible for the safety and wellbeing of all clients who have contact with our services and, vulnerable clients who are at risk of significant harm. This includes people with disabilities, older people and people with mental health issues.

Eunoia Lane staff have an important role in preventing abuse, identifying abuse and reporting alleged, disclosed, witnessed or suspected abuse and providing support and assistance to service users who experience abuse.

Our client’s and their families, and Eunoia Lane employees should:

  • understand their rights;
  • be aware of what constitutes abuse, assault and neglect, and
  • be aware of signs and indicators.

Eunoia Lane staff are trained in the prevention and protection of the clients from abuse and are committed to ensuring their safety.

Response to allegations of abuse or neglect shall occur promptly, sensitively and confidentially to protect the person from further harm and offer the person the medical, psychological and legal assistance to which they are entitled.

Our people, clients and carers should be aware that any allegations or suspected instances of abuse or neglect, may be reported to the appropriate authorities.

Duty of care and dignity of risk

Eunoia Lane ensures that our people understand and implement the principles of Duty of Care and Dignity of Risk, recognising the rights of the people we support to make informed decisions and take calculated risks. When making decisions about service and supports, Eunoia Lane assumes a rights approach in promoting the contribution to decision making by our clients and their Carers/Guardians. This ensures that our clients have the opportunity to participate as fully as possible in the services they use as an expression of self-determination and acknowledges their inherent human rights and valued status within the community.

Definition of duty of care

Duty of Care is a legal term, defined under common law, as negligence if not met. All people in society have the right to safety, protection and quality standards of care. Eunoia Lane and its employees owe a Duty of Care to all clients and their families.

Definition of dignity of risk

Dignity of Risk is a term used to describe the rights of individuals to choose to take some risk in engaging in life experiences. It is important not to overprotect clients in a way that unnecessarily restricts opportunities to enjoy life. They should be given all the necessary information and risks involved in any specific activity so that they can make an informed choice.

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