Client Rights
Confidentiality - Twenty10 has a team confidentiality policy, meaning that we share information within the Twenty10 team but no information will be shared outside of Twenty10 without Client consent, unless staff assess there is a risk of harm to yourself or others.
Clients' have access to information about themselves held by Twenty10.
Clients' have a right to professional relationships with all staff. All interactions between clients and staff will be non physical. To maintain the professional relationship, staff are not permitted to engage with clients outside of the Twenty10's business context. The aim of this policy is to respect the personal space and boundaries of clients, and to keep both clients and staff safe.
Clients' have the right to refuse a service and refusal should not prejudice their future access to services.
Clients' have a right to make a complaint about the service they are receiving without fear of retribution. Complaints by clients' will be dealt with fairly, promptly and without retribution. The client may involve an advocate of their choice to represent their interests. The Complaints Procedure can be found below on this page.
Clients' views will be taken into account in the planning and evaluation of the service.
Client Responsibilities
The Twenty10 Safe Space Guidelines apply to all clients services and activities, whether at our Newtown building or elsewhere.
You can read the Safe Space Guidelines by clicking here.
Complaints Procedure
Twenty10 welcomes feedback on the services it provides and the way in which in manages its resources. All Complaints received will be accepted and handled in an appropriate, timely and fair manner. Complaints will be handled with respect and confidentiality. Twenty10 will endeavour to protect complainants and other people who provide information, from any reprisals or victimisation which may result from making the complaint.
Procedure
1. The Managing Director will seek to resolve minor or less serious complaints informally as quickly as possible. Complainants will be invited to proceed to a formal complaint process if they feel the complaint should be brought to the attention of the Board or they are unhappy with efforts to resolve the issue.
2. The completed Complaints Form will be handed to the Managing Director within two (2) working days of receipt.
3. If, in the view of the Managing Director a Complaint relates to "notifiable" or criminal behaviour the appropriate investigative department will be informed immediately.
4. The Managing Director will seek to resolve the Complaint as follows:
+ Identify the cause of the Complaint within five (5) working days;
+ Discuss with the Complainant how they wish the Complaint to be resolved;
+ Inform the Complainant in writing within ten (10) working days of the resolution proposed by Twenty10;
+ Implement the proposed action, if agreeable with the Complainant; and
+ Review the Complaint one (1) calendar month after the proposed action to ensure the Complaint has been resolved.
5. If the Complaint cannot be resolved internally, an independent mediator may be appointed. The cost of the mediator will be jointly met by the Twenty10 and the Complainant, under normal circumstances.
6. Nothing in this Policy prevents complainants seeking outside assistance to resolve their Complaint.
