Frequently Asked Questions

How to apply for support?

• Most referrals to Community Options are made by other service provides, so you can ask your current service provider to make a referral on your behalf.
• You can also self refer. If you decide to seek support services from Community Options we will arrange for a service coordinator to contact you. Depending on the nature of your request we may ask to meet with you to discuss your referral.
• If you are self referring we will assist you to complete the forms that provide some information about you and your support requirements. Together we will discuss your needs and wishes, and agree if we can support you to fulfil these.
• We will consider how best we can be of assistance and discuss this with you. If we can be of assistance we will develop a plan and then agree on how we will support you, the nature of that support and the cost (if any)
• Generally, we will regularly be in contact with you and review and update the support arrangements.

What if we are unable to offer you support?

• The reason will be explained to you.
• If it is because we do not have capacity to provide support at that time we will advise you of the time frame when we think we may be able to provide support to you.
• If appropriate we will assist you to contact other service providers who may be able to assist you.
• If it is because you are not eligible under the funding guidelines for our services, you will be welcome to apply again in the future if your circumstances change.

What about Privacy?

• Information you provide to us, or is provided to us by other parties on your behalf will treated in the strictest confidence.
• In general, this information will not be released to other parties without your permission. However, there may be occasions when the law requires that confidential information be disclosed. This might occur when the health or wellbeing of a person is threatened or there are other strong public interest reasons for information to be released. If these circumstance occur we will endeavour to contact you, prior to the release of information, and advise you that such a request has been made.
• You can change or withdraw your consent for the release of information at any time
• All staff employed by Community Options are required to sign a confidentiality agreement.
• You can ask to see the information we hold that is about you. If you make such a request we will make this information available to you at a mutually agreed time and location.
• As a condition of receiving Government funding to provide support services, Community Options is required to provide the Government with data in relation to the type and volume of services we provide and characteristics (eg. age, gender, ethnicity, etc) of people who receive these services. This data is provided in a format that does not allow the individual to be identified. You can request to have your data withheld from these collections. If you have questions or concerns about these data collections, or would like further information, please discuss with your service coordinator or the Executive Director.

What if we offer you assistance and you no longer want it?

• You have the right to refuse support or change support arrangements at any time.
• If you refuse our support you will have the opportunity to give us a reason for your decision.
• If you refuse support or no longer require support you will be welcome to reapply again in the future.

What if I have a complaint?

• We welcome your feedback about the service we provide or the agencies we purchase service through on your behalf. Your comments or complaints help us to improve the services we offer.
• If you wish to make a complaint you should contact your support coordinator or the Executive Director.
• Your complaint will be treated respectfully, fairly and confidentially. If you wish you can view the Community Options complaints policy and protocols.
• You may also make a complaint directly to the ACT Community and Health Services Complaints Commissioner (ph: 62052222) who may independently investigate your complaint.