This agreement sets out our commitments to you and what we need from you. We believe it is essential to start our relationship on the best footing by clearly articulating what we expect and require from our clients and what they can expect from us.

• Be honest and upfront with your caseworker or any one else involved in your case

• Be patient and respect the fact that our caseworkers are all volunteers and are giving up their time to help you

• Promptly provide the information or documentation we request

• Tell us if you do not understand anything we have told you and we will explain it in a different way

• Understand and respect that we will not assist you to break the law or discriminate against others

• Treat our volunteers with respect and avoid any language, behaviour or conduct which could be abusive, threatening, harmful or offensive

• Treat you with respect and compassion

• Be non-judgemental

• Be straightforward and honest with you

• Treat you as an individual

• Make any reasonable adjustments to our services or the way we work to ensure you are best supported and can participate as fully as possible

• Involve you fully in our plan for your case and will respect your wishes along the way

• Keep you informed of what we are doing in your case and why

• Work in your best interests to the fullest extent of the law

• Accept your feedback and constructive criticism as a means of making the service, we provide to you and others, better

• Treat your personal information with care

While we try to help as many people as possible, our resources are limited. We are not obligated in law to accept any client request to access our services and the decision to admit a client, or not, is reserved. With that being said, we won’t unreasonably withhold our support if we are in a position and have the capacity to assist.

If the agreement is broken, we reserve the right to discharge you from our service and if the breach is egregious, we reserve the right to block you from accessing any of our services in the future. This is never a decision taken lightly but it is essential to ensure we aren’t exposing our volunteers to harm. You can read the process here about out what happens in this instance.

You can access and download a PDF copy of this agreement here.