If you are at immediate
risk please call 000 and
ask for police.
If you are seeking or receiving a service from Quantum you will have the right to:
Make your own choices about your life and future.
Quantum Support Services also acknowledges the Client Services Charter (The Department of Health & Human Services), the Charter for Children in Out-of-Home Care, and the Home and Community Care Statement of Rights and Responsibilities.
Quantum respects the right of clients to privacy of their personal information. To protect your privacy Quantum follows the 10 principles described by the Privacy Legislation. These principles set the guidelines for us to handle your personal information.
Personal information is information which identifies a person. It can include your name address, gender, age, financial details, education, personal circumstances such as housing arrangements, health conditions and or your employment history.
Quantum only collects the information which is necessary to provide you with a service. It is your responsibility to provide us with the correct and necessary information to enable us to provide you with the best possible service. Your consent will be requested before your information is used for any other purpose such as surveys or research purposes.
You have a right:
Quantum Support Services is committed to the safe and respectful handling of personal and health information. The handling of information is managed in accordance with the Privacy and Data Protection Act 2014, the Health Records Act 2001 and other legal obligations.
The Children, Youth and Families Act 2005, the Child Wellbeing and Safety Act 2005, the Family Violence Protection Act 2008, govern the sharing of information held by Quantum Support Services and privacy obligations.
Quantum Support Services is a prescribed information sharing entity under both the Child Information Sharing Scheme and Family Violence Information Sharing Scheme and may disclose information provided in accordance with those schemes.
Complaints regarding the handling of information should be directed to Quantum Support Services, Executive Director, Cindy Pullar.
Address: Cindy Pullar, 227 Princes Drive, PO Box 222, Morwell 3840,
Phone: (03) 5120 2000.
If unsatisfied with the outcome, a direct complaint can be made to the Office of the Victorian Information Commissioner (OVIC), visit website www.ovic.vic.gov.au or phone 1300 006 842.
Victorian Privacy Commissioner
30th Floor Level 11,
10-16 Queen Street Melbourne 3000
Phone: (03) 8619 8719 or 1300 666 444
Health Service Commissioner
570 Bourke Street Melbourne 3000
Phone: (03) 8601 5200 or 1800 136 066
Both Commissioners can investigate your complaint in relation to privacy practice and are able to serve compliance notices inclusive of penalties units if a breach of privacy has occurred.
You may also choose to seek assistance from the Homelessness Advocacy Service if preferred which can be contacted on 1800 066 256.
Clients shall be given access to the personal information held by Quantum about them unless:
Providing access would pose a serious threat to the client or another individual.
Providing access would unreasonably have an impact on another’s privacy.
The request has no reasonable grounds.
The information is related to legal proceedings between Quantum and the client and the information could not be made available during the course of the proceedings.
Providing information would prejudice negotiations between Quantum and the client.
Providing access would be illegal or denying access is required by law.
Providing access would be likely to prejudice an investigation, prevention, detection, prosecution, or punishment of illegal activities.
In all of these cases Quantum will consider the best possible action to meet the client’s and organisational needs. Quantum will take the necessary action to ensure that personal information is current and accurate.
If the client and Quantum disagree about the accuracy of personal information a client may request that a statement be attached to the file concerning the accuracy and currency of the information.
Quantum will provide the client with reasons why personal information may be withheld.
A response to a request for access to personal information must occur within a reasonable time frame.
What Can You Complain About?
Contact Quantum and we will:
Lodge your complaint with a Supervisor and/or Manager as quickly as possible as any delay can make it more difficult to investigate what happened.
If you have any problems telling us what happened or why you are not satisfied let us know so that we can assist you to make your complaint.
Provide us with your complaint as quickly as possible after the incident or problem has occurred. Any delay may make it more difficult to investigate.
If you are not satisfied with the way your complaint was handled you can contact:
The Department of Health and Human Services provides, funds and regulates a range of services to people throughout Victoria. The Department aims to enhance and protect the health and wellbeing of all Victorians, in particular vulnerable groups and those most in need, by providing through its direct and indirect programs high quality services in a range of areas including:
We welcome your complaints, comments and suggestions as they help us improve our services.
Complaints can be verbal or in writing.
What can you make a complaint about?
If you have any problems telling us what happened or why you are dissatisfied let us know so that we can assist you with making your complaint.
Quantum or the Department can arrange an interpreter if you or anyone else you know making a complaint needs that help.
You may request someone else to lodge a complaint on your behalf. You should give them written permission to do this.
Your complaint information is used to investigate and hopefully resolve your matter and that may involve sharing the information with other relevant areas in the Department.
Statistical information regarding complaints is also used to improve the Department’s services, better understand community needs and respond more positively to complaints or suggestions.
When seeking a service from Quantum you are entitled to have someone else of your choice also attend meetings with a Quantum staff member. This person may act as an advocate and support you to speak out on your own behalf or support you in making a complaint about services provided to you.
You may choose to have a family member or a friend advocate on your behalf and attend your meetings with Quantum staff. You may also like to have a worker from another service involved as an advocate in your meetings with Quantum staff. Alternatively, you may wish to contact one of the following advocacy services
Aged Care Advocacy is available for people receiving aged care services such as a community aged care package (support at home), flexible care, or have been assessed by an Aged Care Assessment Team (ACAT).
Gippsland Disability Advocacy
This service provides advocacy for people with an intellectual disability and provides assistance in a range of areas including denial or infringement of client rights, and potential abuse, discrimination or negligent treatment. The service contact details are:
Advocacy and Support in making complaints about Homelessness Services is provided by:
Council to Homeless Persons (VIC)
The Office of the Ombudsman of Victoria will offer assistance to you in pursuing a complaint and can be contacted on: