Service user rights and responsibilities

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

These include but are not limited to:
• 13 11 20 Information and Support Line,
• PalAssist telephone and e-support palliative care information and advice service,
• Cancer Counselling Service,
• Peer Support and Community Programs,
• Accommodation and Transport Services,
• Wig and Turban Service, and a
• Financial Assistance Program.

All Queenslanders can access cancer information and support by contacting 13 11 20, and palliative care information and advice by contacting PalAssist.

Other Cancer Council Queensland services and programs are accessed by referral and have stated eligibility criteria which is clearly displayed on both the Cancer Council Queensland website, and the promotional brochure or referral form for the respective program or service. This forms part of the assessment for this program or service and is available upon request.

Mostly, our programs and services are provided at no cost. Where there is a cost for a service we deliver, this will be explained to you prior to your acceptance of the service.

Service User Rights

As a Cancer Council Queensland Service User, you have several rights. Service Users have a right to:

  • Be informed and participate in decision-making: to participate in and contribute to decision-making, including how to use the information provided.
  • Be listened to and understood: to receive clear, easy to understand information and support which promotes, upholds, and respects each individual person’s rights to freedom of expression, self-determination, and decision-making.
  • Be treated with dignity, respect, and courtesy: to receive services in a professional, courteous, and caring manner that respects and appreciates each person’s individuality regardless of social status, age, gender, race, sexual preference, religion, cultural and linguistic background, political beliefs, mental health, or any disabilities.
  • Exercise your rights without adversely affecting the way you are treated: to be able to freely ask questions, provide feedback and make recommendations related to the services received.
  • Be an active partner in the service provided.
  • Be able to have a support person/advocate/ally of your choice to represent them in matters relating to their support.
  • Have the right to make a complaint: to have any complaints dealt with fairly and promptly with the expectation that any complaint will be investigated appropriately and without retribution or a sense of 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 well-being.
  • Have your privacy and confidentiality protected and respected: to expect that your personal privacy is respected, and confidentiality protected; including having access to personal information as permitted by law.
  • Receive a safe and high-quality service: to have your identified 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.

Service user responsibilities

As a Cancer Council Queensland Service User, you have a number of responsibilities. Service Users have the responsibility to:

  • Display respect: To be respectful of Cancer Council Queensland employees and volunteers associated with the provision of the service.
  • Provide sufficient information: to enable Cancer Council Queensland employees to provide the appropriate information and support to you. 
  • Take responsibility in decision-making: to participate in making your own decisions and to ask for more information if you don’t understand something.
  • Only use the service for its intended use: to access the service for the purpose of obtaining information, practical and/or emotional support, and/or referral. 
  • Provide up to date contact information: to provide updated information on any change to your contact details.
  • Keep your appointments: to let the respective Cancer Council Queensland service know if you cannot make the appointment time.
  • Respect other people’s rights:to be respectful of other people’s rights to a safe, secure, and comfortable environment.
  • Treat other people with dignity, respect, and courtesy: to treat other people, accessing the same service, as you have a right to be treated. 
  • Respect other people’s rights to privacy and confidentiality: to ensure other people’s confidentiality is protected and their privacy respected.
  • Follow the service’s policies, guidelines and procedures: to follow the policies, guidelines, and procedures of the service as they relate to service users and access to support.