Consumer Rights Statement
Elvana Care is committed to supporting the rights and dignity of every person who engages with our services. This statement sets out the rights you can expect as a client or prospective client of Elvana Care, consistent with the Australian Consumer Law and the principles underpinning Australia’s aged care system.
1. Your Right to Respect and Dignity
- To be treated with dignity, respect and courtesy, and to have your identity, culture, background and beliefs respected.
- To be free from discrimination, exploitation, neglect, and physical, sexual, financial, verbal, psychological or emotional abuse.
2. Your Right to Information and Choice
- To receive clear, accurate information about the services Elvana Care offers, including costs, before agreeing to receive support.
- To be told clearly whether your support is being delivered under your Support at Home budget or legacy Home Care Package alongside your existing provider or coordinator, or on a private-pay basis.
- To be involved in decisions about your care, and to make choices about how your support is provided wherever possible.
- To ask questions and receive honest answers about your care and any services provided.
3. Your Right to Quality and Safe Services
- To receive services delivered with due care and skill, consistent with your assessed needs and preferences.
- To have your privacy respected and your personal information handled in accordance with our Privacy Policy.
- To a safe environment, including protection of your personal belongings and living space where services are delivered in your home.
4. Your Right to Raise Concerns
- To provide feedback or make a complaint at any time, without fear of it affecting the support you receive.
- To have complaints handled fairly and promptly, as set out in our Complaints and Feedback Policy.
- To access independent advocacy and external complaint bodies, including the Older Persons Advocacy Network and the Aged Care Quality and Safety Commission.
5. Your Consumer Law Rights
Where Elvana Care supplies services to you, those services come with guarantees under the Australian Consumer Law that cannot be excluded, including that services will be provided with due care and skill and be reasonably fit for the purpose you specified. Nothing in our website Terms of Use or other policies limits these guarantees.
6. A Note on Registration
Elvana Care is a newly established provider and is not yet registered with the Aged Care Quality and Safety Commission; registration is planned. Elvana Care currently delivers Support at Home services alongside clients’ existing registered providers or care coordinators, as well as private-pay services, and does not currently deliver CHSP-funded services. We are committed to aligning our services with the Aged Care Quality Standards as we progress toward registration, and this statement will be updated to reflect our registration status once confirmed.
7. Contact Us
Phone: 0410 193 962
Email: info@elvanacare.com.au
Website: elvanacare.com.au
Enquiry and Get Started forms: available at elvanacare.com.au