what you need to know - aruma...what you need to know 5. keep your details private and only tell...

What You Need to Know

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QMP/SS/SA/EE/217747; Version: 04

Last Published: April 2020

Next Review due: April 2022

What You Need To Know

What is in this Policy..........................2

Keeping your

personal information private...........3

Keeping you safe from MEAN..….10

Complaints and Feedback….…..20

Conflict of interest…………………27







This is where

Keeping your personal information

private

Starts







Aruma will keep your personal

information private

Privacy means that any personal

information about you must not be

told or shown to anyone.

Personal information means

anything that is about you.

It includes:

anything that is written about you

anything with your image in it. For

example a video of you.

anything that is said about you.







What personal information

does Aruma keep?

Information that helps us understand

the best way to support you.

For example information about:

your health

your money

your family and relationships

what you do each day

for example where you work.







Where does Aruma keep personal

information about me?

When you get support from Aruma

your personal information is kept in

a file.

The file is locked in a cupboard at

the Aruma office.

Your personal information is also

kept on the computer in a

program.

We will make sure no one else sees

your personal information when

we do not need to keep it

anymore.







Can I look at my file?

Yes.

You can ask questions about your

information.

Staff will explain it to you.

You can have a copy of your file

to keep.

If you are under 18 years old, staff

will help you to make an

appointment to see you file.

?

18







How does Aruma make sure my personal

information is kept private?

All staff have to read the privacy policy.

They have to sign a form and promise to

follow the privacy policy.

Staff have to ask you before they share

any of your personal information with

anyone.







They will go through a form called the

Information Sharing Toolkit with you

when they want to share your

information.

Another person who is called a witness

has to watch while staff go through the

form with you.







This is where

Keeping you safe from MEAN

Starts







What is MEAN?

MEAN is Mistreatment Exploitation

Abuse and Neglect.

MEAN is when someone treats

you badly.

MEAN is when someone does not

respect your human rights.

MEAN is never OK.

https://www.photosymbols.com/collections/all/products/carer-picking-on-man







M is for Mistreatment

Mistreatment is when someone

treats you badly or is cruel to

you.

Mistreatment is things like

Someone bullying you or

making fun of you.

Not letting you do something

you want to do.

https://www.photosymbols.com/collections/all/products/bully








E is for Exploitation

Exploitation is when someone

takes advantage of you.

Exploitation is things like

Someone taking your money

without you knowing.

Using your photo without you

saying it is ok.

https://www.photosymbols.com/collections/technology/products/photo-take







A is for Abuse

Abuse is when someone hurts

you or treats you badly.

Abuse can be verbal, physical,

emotional or sexual.

For example

someone touching you where

you do not want to be

touched.

https://www.photosymbols.com/collections/law/products/sexual-harassment







N is for Neglect

Neglect is when someone does

not give you the care or the

help you need.

Neglect is things like

someone ignoring you

someone not giving you enough

food.

https://www.photosymbols.com/collections/safety/products/ignore-3







What do I do if someone treats

me badly?

If someone treats you badly it is

your right to tell someone.

You should tell someone you

trustlike a friend, family or

Aruma staff.

You can call 000 and tell the

police.

You can make a complaint.








What happens after I tell

someone?

Everyone at Aruma must follow

these steps straight away.

1. Make sure you and

everyone around you is

safe.

2. Call 000 in an emergency.

3. Get medical help for

anyone who needs it.

4. Tell their manager.

https://www.photosymbols.com/collections/law/products/call-help-2







5. Keep your details private and

only tell people who need to

know.

What will the manager do?

1. Make sure things have been

done right.

2. Ask everyone involved if they

want to talk to someone about it.

3. Make sure you do not have to be

near the person who treated you

badly.

4. Aruma may contact the police if

the law has been broken.







5. Make sure everything is

written down and kept

safe.

What happens next?

6. There will be an investigation

to find out what happened.

7. This will start within 5 days.

8. Aruma will write a report so

you will not be treated badly

again.

5







This is where

Complaints and feedback

Starts







What is a complaint?

A complaint is something you are

not happy about.

This can be about anything at

Aruma for example a service or a

person.

What is feedback?

Feedback is sharing your ideas

and feelings about anything at

Aruma.

Feedback can be about good or

bad things or about making

something better.







What does Aruma think of

complaints and feedback?

Your complaints and feedback

help Aruma respect your human

rights.

It helps them be a better

organisation.

Everyone has the right to make

complaints and give feedback.

Aruma welcomes complaints and

feedback from anyone.







How can I make a complaint or

give feedback?

1. You can tell someone who works for

Aruma that you want to make a

complaint or give feedback.

2. You can ring Aruma on 1300 538 746

3. You can write a letter or send an email

to Aruma

[email protected]

4. You can make a complaint or give

feedback on the Aruma website

https://www.aruma.com.au/about-

us/contact-us/

mailto:[email protected]

https://www.aruma.com.au/about-us/contact-us/

https://www.aruma.com.au/about-us/contact-us/







What will happen when I make a

complaint or give feedback?

1. People who work at Aruma need to

make it easy for you to make a

complaint or give feedback.

They will help you to do it.

2. They will ask you what you

want to happen.

3. Your complaint or feedback will be

reported to the manager.

4. Your complaint or feedback will be

put in the computer system.

?







What will the manager do?

1. Contact you within 1 working

day to find out all the facts.

2. Make sure they understand

your complaint or feedback.

3. Stay in contact with you to

make sure you know what is

happening.

4. Contact you before 2 weeks to

tell you what has been done

about your complaint or

feedback.

1







What happens if I am not happy with

what has been done?

You can dispute what has been done.

This means saying you do not agree

with what has been done.

A more senior manager will find out all

the facts about the complaint or

feedback.

They will then contact you.

The Aruma Quality and Risk Officers

will check the computer system to see

what has been done.

They will tell the manager’s boss if

things have not been done right.

http://www.photosymbols.com/products/computer-laptop







This is where

Conflict of interest

Starts







What is a conflict of interest?

When someone does not do their

job properly because they are

interested in something else.

For example

• They might be best friends with a

customer.

They might give that customer

better services than other

customers.

• They might be dating their

manager. Their manager might not

make sure they follow the rules of

Aruma.







• They might be getting paid to work

at a different service as well as at

Aruma.

They might ask Aruma customers to

use that other service.

• They might have more than one job

to do at Aruma. One of their jobs

might not get done properly.

For example someone might need to

do a special investigation to make

sure a Aruma service followed all the

rules.

An investigation means trying to

carefully find out exactly what

happened.







The boss in that service should not

also have the job of doing the

investigation.

The boss of that service might not

want the investigation to show that

the rules were not followed.

All Aruma staff have to make sure

there is no conflict of interest in their

work at Aruma.

They have to treat it seriously even if

it just looks like there is a conflict of

interest.

They have to do this even if there is

not really a conflict of interest.







What should staff do if there is a

conflict of interest?

Tell the boss or someone in human

resources.

Write a report about it in a computer

program called Periscope.

The staff and their boss have to

make a plan to get rid of the conflict

of interest.

Getting a different staff member to

support customers who are family

members.







Not going to meetings with a

different disability service if that staff

member also works for that disability

service.

Not taking presents from customers.

It might make the staff give that

customer better support than other

customers.







How does Aruma make sure there is

not a conflict of interest with NDIS

customers?

Aruma helps some NDIS customers

choose from different disability

services to get support.

Aruma can also give those

customers support.

This might make it seem like they will

try to get customers to choose

Aruma to get support.







This can make it seem like there

might be a conflict of interest.

Staff must always explain this

policy to NDIS customers who get

Support Coordination.







What other services can Aruma

give to customers?

There are lots of different types of

services Aruma can give.

For example we can help

customers to:

learn and play

make friends

learn how to get a job

use transport.







Do I have to use Aruma

or services?

NO.

You can choose any Service

Provider.

There is a list on the NDIS website.

There are lots of other Service

Providers who can give you:

• Support Coordination

• Any other type of service.







You do not have to choose Aruma

for other services when you get:

Coordination of Supports from

Aruma

If you choose other service

providers it will not affect the way

we give you coordination of

supports.

YES NO

what you need to know - aruma...what you need to know 5. keep your details private and only tell...

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