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Client Service Charter

Our Vision

Our vision is for strong communities where all people are safe, valued and empowered, wherever they live, whatever their circumstances.

To achieve this vision, we work in partnership with all levels of government, funded services, communities and individuals to identify needs and find solutions.

Our Values

The core values on which the culture of the Amiable Community Care and Ethical Support Services (ACCESS) is based are those of: Client Service, Ethics, Integrity, Respect, Collaboration and Learning. These values ensure responsive and accountable services to the people of Queensland.


The ACCESS Client Service Charter provides an outline of the level of service individuals can expect when accessing ACCESS services.

What you can expect from us

Quality responsive services

We will attend to you as quickly as we are able. This means that:

• we will answer the phone promptly

• if the person you talk to cannot answer your enquiry, they will put you in touch with

someone who can give you an appropriate response

• we will respond to all your letters, texts and emails

• if you lodge a complaint, the manager will work with you to understand and address your concerns. Please see the contact details below should you wish to lodge a complaint.

Courtesy and respect

We will treat you with courtesy and respect.

Fair and equal services

Our staff are aware of the cultural diversity of our communities. We will provide services in a fair and equitable way.

Because we want everyone to be treated fairly, we will ensure we find appropriate premises and facilities that you can access easily, if required.


Ethics is a system of moral principles. Our staff strive to do what is good for individuals and society, which includes people having choice and control over their supports and services.


You will receive up-to-date and accurate information. Whenever possible, our staff will explain the decision-making processes as they impact on you. If we cannot assist you, we will do our best to refer you to someone who can.


We will treat your personal and confidential information with sensitivity. We will collect, store and use your personal and confidential information responsibly. Please note that in some circumstances, we may be required to release your information without your consent.

How you can assist us

Tell us your needs

Help us to understand your needs so that we can give you the best possible service. You can do this by talking with our staff and participating in the consultation activities we conduct. We will listen to you.

Tell us if things change for you

Please tell us if there are changes we should know about, for example, changes to your service agreement, funding management, contact details.

Tell us how we are doing

If something happens that you like or do not like about our service, please let us know. We want to ensure your issues are heard. You can tell us in a way that suits you:

• Talk to a team member or a manager

• Contact us at

• Call us on 07 3474 7929 (8:30 am – 4:30 pm, Monday to Friday)