Our promise to you

Participant Rights 

First Avenue believes that all participants have the right to:

  • Receive person-centred supports

  • Have their individual values and beliefs respected

  • Privacy and dignity

  • Independence and informed choice

  • Be free from violence, abuse, neglect, exploitation and discrimination

Person-Centred Supports 

Participants have the right to:

  • Access supports that promote, uphold and respect their legal and human rights

  • Exercise informed choice and control

  • Receive supports that promote, uphold and respect individual rights to freedom of expression, self-determination and decision-making

Individual Values and Beliefs 

Each participant can access supports that respect their culture, diversity, values and beliefs.

We will support participants to identify any communication or interpretation requirements and, where appropriate, assist in arranging communication supports that meet their needs and preferences.

Participants can communicate with us in a way that best meets their needs, including face-to-face, telephone, email, post or other accessible communication methods where available.

Privacy and Dignity 

Each participant can access supports that respect and protect their dignity, privacy and confidentiality.

To support privacy and confidentiality:

  • Participants can access information about how their personal information is collected, used, stored and disclosed.

  • Participants can choose what personal information they provide where lawful and practical; however, some information may be required for service delivery and compliance purposes.

  • Personal information will be handled in accordance with applicable privacy legislation and our Privacy Policy.

  • Information will only be disclosed with consent or where disclosure is required or authorised by law.

Independence and Informed Choice 

Each participant is supported to make informed choices, exercise control and maximise their independence in relation to the supports provided.

All participants will be encouraged and supported to make informed decisions.

Participants are presumed to have decision-making capacity unless there is evidence to the contrary. We do not assume a person lacks capacity because of their age, appearance, disability, behaviour, language skills or any other characteristic.

When supporting decision-making, we will respect the participant's rights, will and preferences and will not impose our own interests, beliefs or values.

Free from Abuse and Neglect 

First Avenue believes every person has the right to live free from violence, abuse, neglect, exploitation and discrimination.

We are committed to promoting the safety, wellbeing and rights of all participants who engage with our services.

Any concerns, allegations or incidents involving abuse, neglect, exploitation or harm will be taken seriously and managed in accordance with our incident management procedures. Where required by law, matters will be reported to the NDIS Quality and Safeguards Commission and other relevant authorities.

Our Abuse, Neglect and Exploitation Policy is available on request.