The MIFWA Service Charter outlines our commitment to you when you use MIFWA’s services and programs.
It’s about everyone being clear on how people should treat one another and how we can work together to achieve the best possible outcomes.
Everything we do at MIFWA is underpinned by our values:
Accountability – Individually and as an organisation, we are accountable and responsible for our behaviours; activities; decisions; outcomes; and are open and transparent in what we do.
Integrity – We demonstrate integrity by having the courage to do the right thing and stand up for what’s right, being responsible for our actions, being honest and adhering to the highest ethical standards.
Inclusion and Acceptance – We acknowledge everyone’s worth and dignity, regardless of background, abilities or beliefs; we demonstrate empathy, show consideration for one another, and acknowledge the value of others.
Collaboration – We work with others (individuals and groups) to achieve shared goals; sharing knowledge, learning together and building consensus.
Empowerment – We work to empower people and help them gain control over their own lives, fostering power in the individual to act on the issues they define as most important to them.
Our Commitment to You
MIFWA is committed to delivering the highest standard of service.
We are committed to ensuring equity and maximising access to our programs and services regardless of mental health challenges, socioeconomic status, gender, sexuality, family status, religious beliefs, culture, age, or disability.
We aim to make our programs and services flexible enough to address the differing needs of the individual, including carers and consumers who have high support needs.
In all our dealings, we will strive to be informative, helpful and to always act with due care and diligence.
What Can You Expect From Us
You can expect to:
- be treated with dignity and respect
- feel physically and emotionally safe
- be spoken to in a respectful manner
- have an opinion, express an opinion, and be listened to
- have access to an interpreter, as required
- discuss any questions or concerns you may have about MIFWA
- have privacy and confidentiality of personal information
- make suggestions, compliments, or complaints
- be treated without exploitation, abuse, discrimination, harassment, or neglect
- be provided with information about how to make a complaint
- have complaints investigated fairly and confidentially, and to have appropriate steps taken to resolve issues of concern
- have dignity of risk in decision making
- be supported to maintain and develop their identity (including personal, gender, sexuality, cultural, religious and spiritual identity)
- be supported to maintain and strengthen informal and formal support networks, according to your needs and goals
- be supported to access an advocate of your choosing
- have cultural safety.
How You Can Help Us
You can help us in several ways:
- Treating MIFWA staff, volunteers, students and other service users with courtesy, respect, and dignity
- Contribute as much as possible to designing supports and services
- Being involved and participating in supports or services to achieve your goals
- Providing information that enables us to provide you with adequate advice and support
- Respecting the privacy of others
- Acting in a way that helps both you and others to be safe
- Letting us know if you have any concerns or feedback.
Your Feedback Is Important to Us
We are always looking at ways we can improve the supports and services that we provide. We regularly contact individuals to seek feedback on how we are doing, how we are making an impact, and what we can do better. This also allows us to communicate our outcomes to stakeholders and funding bodies.
One of the ways we do this is by providing you with the opportunity to participate in feedback surveys over the phone, in, through the mail, via email or through an app. You have the option to opt-out of our feedback surveys by contacting us on 9237 8900 or emailing firstname.lastname@example.org.
You can also provide feedback in one of the following ways:
- Talking directly to us
- Placing your feedback in one of the suggestion boxes at MIFWA head office or Lorikeet Centre
- Reviewing MIFWA policies and procedures
- Providing feedback at the end of MIFWA training courses
- Submitting your feedback using the online form on our website
- Emailing us directly at email@example.com
- Calling us on 9237 8900
- Writing to us at PO Box 1947, Midland Delivery Centre WA 6936.
You can be assured that when you provide feedback, we will treat you with dignity and respect.