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Client rights and responsibilities

Cancer Council Queensland provides a range of services and programs to people affected by cancer, their families, and friends.

These include but are not limited to:

  • 13 11 20 – Cancer Information and Support Service
  • PalAssist – Palliative Care Information
    and Support Service
  • Psychology Services
  • Financial Counselling
  • Peer Support and Community Programs
  • Accommodation and Transport Services
  • Wig and Headwear Service
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Cancer Council Queensland is committed to providing safe, respectful, and high-quality services to all Queenslanders. We recognise that people accessing our services may be experiencing illness, distress, and/or challenging life circumstances. Our Rights and Responsibilities Statement helps to ensure that services are delivered in a way that is fair, inclusive, and supportive for everyone.

Client rights

As a Cancer Council Queensland Client, you have several rights. You have the right to:

  • access services in a timely, professional and respectful manner, subject to service eligibility, suitability and availability.
  • be informed and involved: to receive clear, accurate and easy-to-understand information about services and options; to be involved in decisions about your support and how your information is used; and to ask questions or request further explanation whenever something is unclear.
  • be heard and understood: to be listened to and receive support that respects your right to express your views, make choices, and participate in decisions about your life.
  • be treated with dignity, respect, and care: to receive services, which are free from discrimination, regardless of social status, age, gender, race, sexual orientation, religion, cultural and linguistic background, political beliefs, mental health, or any disabilities.
  • be able to have a support person/advocate/ally of your choice in matters related to your support.
  • provide feedback or make a complaint: to ask questions, give feedback, and make suggestions
    about services and to have any complaints dealt with fairly and promptly and without retribution or fear.
  • have your needs considered and be informed in a way you understand: to have the right to receive timely information that is responsive to your needs, in a manner that best fosters understanding, informed choice and wellbeing.
  • have your privacy and confidentiality protected and respected: that your personal information is protected, that we seek your consent before sharing information, and that you can access information as permitted by law
  • receive a safe and high-quality service: to have your information and support needs assessed
    by qualified health professionals who provide appropriate information and support that aligns with evidence-based best practice.
  • refuse a service: to understand that refusal will not prejudice future access to the service.
  • receive a service free from abuse, neglect, exploitation, and discrimination.

Client responsibilities

As a Cancer Council Queensland Client, you have a number of responsibilities. You have the responsibility to:

  • treat our team with respect: to be respectful of Cancer Council Queensland employees, and volunteers.
  • respect other people’s rights: to be respectful of other clients’ rights to a safe, secure, and comfortable environment.
  • treat other people with dignity, respect, and courtesy: to treat everyone using the service as you yourself have the right to be treated.
  • respect other people’s rights to privacy and confidentiality: to ensure other people’s confidentiality and privacy are respected.
  • share relevant information: to provide accurate and relevant information to help us understand your needs and offer appropriate support.
  • participate in decision-making: to take part in decisions about your support and to ask for more information if you don’t understand something.
  • use services appropriately: to access and use services for their intended purpose, such as receiving information, practical and/or emotional support, and/or referrals.
  • provide up to date contact information: to provide updated information about any change to your contact details.
  • keep your appointments: to attend appointments where possible and to let us know if you are unable to attend.
  • follow the service’s policies, guidelines, and procedures: to follow the policies, guidelines, and procedures of the service as they relate to clients and access to support.