info@ctccl.org.au
02 4355 4588
Passenger Rights and Responsibilities
Your Rights
As an Aged Care Compliant Provider, Community Transport Central Coast service user you have the right to:
- Be treated with respect and have your dignity, privacy and confidentiality respected by staff and volunteers
- Be fully informed about the services available to you
- Expect an achievable safety standard when involved with transport activities and service
- Receive a service that is sensitive to your individual needs, including language skills and background
- Complain about the service you are receiving without fear of retribution
- Refuse services without prejudicing your access to services
- Have someone speak on your behalf when talking to the service about your needs - Advocacy
- Be consulted regarding planning and evaluation of service
- Your access to services will be decided only on the basis of need and the capacity of the Service to meet that need.
Advocacy - Someone to speak on your behalf
If you would like to have a friend, relative, neighbour or another service speak on your behalf, this is called choosing an advocate. It is important to choose someone you trust to talk to the service about what you want. Do not forget your advocate is there to represent you and your wishes, not to go against your wishes.
You must advise the service if you choose to use an advocate and who they are, also if you wish to change your advocate or not have one at all. If you want information about local advocacy services please contact us for phone numbers.
Your Responsibilities
As an Aged Care Compliant Provider, Community Transport Central Coast service user it is your responsibility to:
- Act in such a way that respects the rights of other passengers staff and volunteers
- To respect the confidentiality of information about other clients or team members that you may obtain whilst using the service
- To notify the staff of any relevant matter that may affect your transport or future access to the service
- To notify the service as soon as possible if you need to cancel or change a booking with the service
- To play a part in helping the service provide a responsive and professional service
- To take responsibility for the results of any decisions you or your advocate make
- To accept to pay any fees or charges agreed upon
- To understand what service is to be provided and the limitations of that service
- To utilise seatbelts and other safety devices as directed by authorised team members
For more information, please visit
Aged Care Quality and Safety Commissioner website.
You can also download our client handbook here.
Read about the New Charter of Age Care Rights here.
Postal Address
PO Box 5067, Chittaway Bay NSW
Depot Address
Unit 1, 6 Hereford Street, Berkeley Vale
Community Transport Central Coast acknowledges the Darkinyung (Darkinjung) People who are the Traditional Custodians of the lands on which we work and live.
We acknowledge and recognise all First Nations people who have come from their own country and now call this country their home.
We pay respect and acknowledge our First Nations ancestors that have walked and cared for these lands for many generations before us. We acknowledge our Elders who are our knowledge holders, teachers and leaders, and our youth who are our emerging leaders in this community.
We recognise the unique cultural and spiritual relationship and celebrate the contributions of First Nations people to Australia.