Consumer Directed Services

CareWest delivers consumer directed services to clients to give people more choice and flexibility. This means you or your loved one will have more control over the types of care and services accessed and the delivery of those services, including who delivers the services and when.
Mental Health Respite resized

Rights and Responsibilities

Clients of CareWest have certain rights and responsibilities to assist them in receiving the best possible services.  As a client of CareWest you have the right to:

• Have your wishes and choices respected
• Be treated with courtesy, dignity and respect at all times
• Participate in all planning and decision making which affects you
• Make your own decisions wherever possible including decisions about medical and treatment interventions
• Use an advocate or representative of your choice
• Be assisted to understand any information given by staff
• Freedom from abuse and discrimination
• Make a complaint and expect that it will be investigated and resolved fairly and quickly and without retribution
• Be provided with information about services, options, service plans and any fees and charges
• Receive quality services suited to your individual needs
• Receive services in a professional, competent and culturally respectful manner
• Privacy and confidentiality of, and access to, all your personal information
• Enjoy a safe environment when receiving services at a CareWest location
• To receive regular reviews of your identified needs and modifications to your Care Plan as required
As a client of CareWest you have a responsibility to:
• Respect the rights of workers and treat them with courtesy
• Advise us immediately if you are unable to meet with us or attend a scheduled appointment as arranged
• Let staff know if you do not understand anything about the service, your rights and responsibilities or any fees and charges
• Ensure a safe environment for staff (in your own home)
• Refrain from smoking near staff or indoors when staff are working

Privacy and Confidentiality

CareWest is committed to safeguarding the confidentiality of personal information collected regarding our customers and their families, staff, volunteers, members and supporters.

The CareWest Privacy Statement applies to all activities of CareWest, and complies with the Australian Privacy Principles (APPs) under the Privacy Act 1988 and associated amendments.
The APPs set out standards and obligations for how we handle people's personal information. This includes how we collect, use, store, and secure personal information, as well as your rights to access or correct your personal information. Please read our full Privacy Statement.

Comments and Complaints

CareWest welcomes comments and complaints from clients as this is an important way for us to see how to improve our services for you. You have the right to make a comment or a complaint about any aspect of our services at any time.

You have the right to expect that any comment or complaint you make will be investigated and that complaints will be resolved within a reasonable time frame. You should be confident that making a comment or complaint will not result in you being discriminated against or your service being negatively affected.
You may nominate the person in CareWest who you would like to have as your contact person when making a complaint.
Here are different ways you can make a complaint.
1. Talk to your support worker or case manager. They may be able to resolve the issue to your satisfaction.
2. If the complaint is not resolved, the support worker or case manager will refer you onto their Team Leader who will attempt to resolve your complaint.
3. If the complaint is still not resolved, the Team Leader will refer you to their Service Manager who will attempt to resolve your complaint.
4. For any reason you prefer not to raise your comment, complaint or allegation with the appropriate Service Manager you are able to raise it directly with Frances Shannon, CareWest’s Quality Care Manager or Tim Curran, our Chief Executive Officer.
Post: PO Box 2500 ORANGE NSW 2800
Email: or
Phone: 1300 CAREWEST (1300 227 393)
5. If you would prefer you are able to directly write, email or call the NSW Ombudsman
Post: Level 24, 580 George Street, Sydney NSW 2000
Phone:1800 451 524
You can also call 1300 CAREWEST (1300 227 393) to find out contact details for the government department that funds the service you receive – you do not need to give us your personal details if you do not wish to.
6. If you need help in raising your complaint please contact CareWest on 1300 CAREWEST (1300 227 393) to obtain information about advocacy services which are available to assist you.

Rhys Lord

Rhys Lord thinks CareWest's Transition To Work Program is the best Transition To Work Program he has been to. Nice words indeed to hear - but really this story is about Rhys and the independence he has achieved through gaining work at Bunnings in ...