Client Charter

Your Rights & Responsibilities

Our Mission

To help our clients bridge the gap between their current circumstances and their goals and dreams so that they can live fulfilling, independent and meaningful lives.

your Rights

Your right to be treated well

We will treat you with dignity and respect.
We will treat you fairly and speak honestly.
We will protect your personal information and only use it for the right reasons
We will provide good quality services that suit your needs, age, lifestyles and cultural background.

Your right to participate

You have a right to a safe and comfortable place to use the service.
You have the right to make choices and decisions about the services you receive.
You have the right to the information you need to make good choices.
You have the right to have someone help you make the best choices – an advocate or support person.
You have a right to get help accessing services in the community.

Your right to speak out

You have the right to complain about the service.
You have the right to a reply as quickly as possible.
If you are still not happy, you have the right to complain again, or talk to the NDIS Commission.


We will help individuals and their families to understand and overcome the challenges they experience in everyday life. Our practice and therapy approaches are guided by evidence in relevant research studies and rapidly growing knowledge in the field of neuroscience.

your Responsibilities

You can help by

Making sure to update your contact information as it changes.
Keeping to your appointments – or letting us know if you are unable to attend.
Working collaboratively with the therapist, maintaining open communication and implementing recommendations.
Choosing someone to support you to make decisions – this could be an advocate, family member or friend.
Treating other people with fairness, honesty and respect.
Respecting others right to privacy and confidentiality.
Giving us honest feedback about our services.

It’s OK to complain!


If you feel your rights are not respected, tell us.

Contact us:
Family Connections Sydney
56 Billa Rd
Bangor NSW 2234
Phone us: (02) 9543 6902

You can contact the:

NDIS Quality & Safeguards Commission
Phone: 1800 035 544
TTY: 133 677
Interpreters can be arranged

National Disability Abuse & Neglect Hotline 
Phone: 1800 880 052

Advocates can help you to complain
The National Disability Advocacy Program can help provide you with an advocate to support you through the complaints process
email them at:
write to them at:
Disability, Employment and Carers Group
Department of Social Services
GPO Box 9820
Canberra ACT 2601

or search ‘disability advocate’ online

This information is taken from the Clients Rights and Responsibilities Policy and Procedure. If you would like to read the entire policy, we are happy to provide a copy. Just ask.

Last Updated: 8 February 2024