What older Queenslanders, their families, other clients and staff can expect from members of ACQ.

To be treated with respect and dignity and courtesy

• A recognition of particular needs and circumstances including beliefs, ethnic, cultural and religious practices
• Being informed of the names and roles of employees involved in their care or service
• An explanation of matters of concern such as why certain personal information is required and the confidentiality policy
• The provision of appropriate personal privacy at all times
• Access to translation services, signage etc. as may be required
• Providing clients with access to their own records on request
• To be given appropriate and available protection in the case of elder abuse

To have access to a complaints process

• Making available to residents, clients and their family clear information on the operation and procedures of the complaints process
• Establishing and maintaining an internal complaints system to deal fairly with complaints
• Referring people who are still dissatisfied to the statutory process and to appropriate advocacy groups

To be treated fairly and ethically

• Ensuring that all people receive the same optimal standard of excellent service regardless of financial, ethnic, religious or any other status
• Striving to maximise the quality of life possible for each individual resident and client
• Providing accurate and up-to-date information

To act with professionalism and integrity

• Administering services in a manner which is ethical, lawful and in the best interests of residents and clients
• Maintaining the accreditation of services and certification of buildings as minimum standards
• Maintaining proper records of the medical and financial status of residents and clients.
• Providing a safe and productive working environment for staff
• Acknowledging any limits to the organisation’s capacity or resources where a particular service or request cannot be provided
• Conducting all business in a manner which encourages respect for all and enhances the standing of aged, community and retirement services
• Ensuring a resident or client is not unreasonably financially, psychologically or socially distressed by the withholding of monies or other assets even when legally entitled to
• Accepting responsibility to implement this code and ensure staff are aware of it

Responsibility in advertising

• Advertising which reflects this code of ethics
• Advertising which is informative, in good taste, truthful and does not seek to mislead or exploit people at a vulnerable point in their lives

Confidentiality

• The introduction and maintenance of an approved confidentiality policy
• Conducting interviews, keeping records, and creating living spaces with due regard for privacy