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COVID-19 Update

Restrictions will be in place from 11:59pm Thursday 27 May to 11:59pm on Thursday 10 June. Most council facilities will be closed. Events have been cancelled. Critical services will continue. Find out more

Elderly woman

Information for Clients

Your rights and responsibilities

Charter of Aged Care Rights

From 1 July 2019, the new Charter of Aged Care Rights will provide the same rights to all consumers. This will make it easier for aged care consumers (older people receiving aged care services), their families and carers to understand what they can expect from an aged care service provider, regardless of the type of care they receive.

The Charter will apply to consumers once they start receiving Government subsidised aged care, including services provided under the Commonwealth Home Support Programme.

The Charter of Aged Care Rights has been translated into different languages.

Please also view Your Rights and Responsibilities as a Client with Knox Active Ageing and Disability Services.

Aged Care Quality Standards

The New Aged Care Quality Standards provide one set of standards which from 1 July 2019 applies to all aged care services including residential care, home care packages, flexible care and services provided under the Commonwealth Home Support Programme.

Find out more at the Aged Care Quality and Safety Commission website.

Fees and accounts

Fees are based on the income of the household and vary for each service and client. Fees will be discussed with you before any service commences. Accounts are sent every four weeks and payment options are listed on the back of the invoice. View our fees for 2020-21.

If you have any questions about your account or have trouble with payments, please have your statement with you and call our office on 9298 8551.

Service changes or cancellations

We ask clients to notify the office with at least 24 hours’ notice, if you need to cancel or change the time of a service. You will be charged a late cancellation fee unless there are extenuating circumstances. Your service can be put on hold if you are going away for an extended period of time. If you have important upcoming appointments, please let us know with as much notice as possible, so that we can change arrangements as best as possible to meet your needs.

Please call the office on 9298 8301 for all service changes or cancellations.

Our staff and volunteers

Elderly men talking at a kitchen table

Our support workers are qualified, well trained and are passionate about working with older people and people with disabilities. We choose our staff carefully, check their references and complete regular Police Records Checks and Working with Children Checks. Our staff can be easily identified as they wear a Knox City Council uniform and name badge.

Our volunteers are caring people in the community who offer their time to deliver meals and provide other community services. All volunteers also undergo a Police Records Check.

If you are interested in volunteering to deliver meals to older people living in the Knox area, please contact us on 9298 8301. We would love to hear from you!

Emergency Contacts

As we talk with you and set up your support services, we will ask you to provide contact details of several people you trust.

We will call your nominated Emergency Contacts if you are due to receive a service, such as a delivered meal, and you are not at home or do not answer your phone. Emergency Contacts may be family members, friends, or neighbours, who are generally available during service times, and if possible, live locally and/or are usually aware of your activities. This does not have to be your Next of Kin.

By providing us with these people’s details, you are giving us permission to discuss your service with them. We will not speak to any other person about your service with us, even if they may state that they are a family member. You may choose to change your Emergency Contacts at any time. At all times, we will try to speak to you directly and will only speak with your Emergency Contacts if they call us on your behalf or if we can’t get in contact with you.


Most people choose to communicate directly with us. However, you can choose to nominate a trusted person to act on your behalf in your dealings with us. You may find an Advocate helpful if you feel unable to express your views independently. You can choose anyone to be your Advocate, including a friend or family member, or a professional.

You can also request advocacy support from one of the following agencies:

Compliments and complaints

We value your feedback as it helps us to improve our services and ensure that they are of a high quality and standard. We encourage you to advise us if you are especially satisfied, or if you have concerns about the services you are receiving.

You have the right to raise concerns or complaints without fear of being disadvantaged or losing services. We respect your privacy and will treat your feedback with the strictest confidence. If you are not satisfied with the response, please request to speak to a senior staff member.

To provide feedback, you may:

  • Complete our Online Client Feedback Form (you may remain anonymous)
  • Call us on 9298 8301 to provide feedback directly over the phone or ask for a paper-copy of the Client Feedback Form to be sent to you with a reply-paid envelope
  • Print and complete the Client Feedback Form and mail it to us at: Active Ageing and Disability Services, Knox City Council, 511 Burwood Highway, Wantirna South, 3152.
  • Email us your comments
  • (A Client Feedback Form is also enclosed in the Client Information Pack provided to you when your services commenced)

If you are not happy that your complaint has been resolved with us, you can pursue other complaint options.

Privacy and confidentiality

Assisted dressing

Your information is private. It is protected by privacy legislation and is stored securely. We keep your name and contact details on your client file. Details such as your Support Plan and the services you receive are treated with the strictest confidence.

Your information will not be discussed with or given to anyone without your consent. You have the right to request access to your information and ask for it to be corrected, if necessary, at any time.

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