At the Australian Centre for Grief and Bereavement, we strive to provide effective and respectful bereavement counselling and support.

Your rights and responsibilities

Understanding your rights and responsibilities as a client of the Australian Centre for Grief and Bereavement is central to an effective partnership between you and your counsellor.

As a client of the Australian Centre for Grief and Bereavement (ACGB), you have a right to:

  • Be treated in a professional, courteous, and caring manner that respects and appreciates differences related to race, ethnicity, gender, sexual orientation, religion, personal values, age, disability and social and economic status.
  • Expect that your privacy will be respected, and confidentiality protected to the greatest extent permitted by law. You have the right of access to your file records under Freedom of Information legislation and the Privacy Act, except where such access is prohibited by law. Your ACGB counsellor will explain to you, in the first session, situations where they might need to inform you of their decision to speak with a senior member of staff.
  • Be provided with a safe environment while you are attending the Centre, either when seeing a counsellor or participating in a support group. Understanding your rights and responsibilities as a client of the Australian Centre for Grief and Bereavement is central to an effective partnership between you and your counsellor.
  • Access the services of an interpreter.
  • A prompt service that provides the best possible bereavement counselling, group support and support service. If a session time needs to be changed or cancelled, every attempt will be made to contact you well before your appointment.
  • Have the complete attention of your ACGB counsellor and avoid interruptions during a session.
  • Receive accurate and relevant information in a timely manner.
  • Provide feedback to your counsellor and request alternative support, should you be unhappy with the service provided.
  • Voice any opinion or comment about ACGB services in a respectful manner. If you make a complaint about the service received from ACGB, you have a right to expect that this complaint will be investigated appropriately, in confidence and without bias.

As a client of the Australian Centre for Grief and Bereavement (ACGB), you have a responsibility to:

  • Be respectful of others, including staff, volunteers and clients of ACGB.
  • Be respectful of ACGB property.
  • Participate in the counselling or group support service in a fit state (not under the influence of illicit drugs or alcohol).
  • Participate in counselling or group support services to maximise the benefits of bereavement support.
  • Turn off your mobile phone or pager while counselling or support groups are in progress.
  • Maintain confidentiality regarding information about other clients or participants in support groups or programs conducted by ACGB.
  • Provide accurate information about yourself in order to receive the best possiblebereavement support.
  • Arrive at counselling or group support at the designated appointment time. ACGB is not in a position to be able to provide extra time if you are late for your counselling or group support session.
  • Keep your scheduled appointment. While we appreciate that from time to time situations may arise that prevent you from attending your counselling session, we request that you give at least 24 hours written or verbal notice prior to a cancellation.
  • You may provide feedback to your allocated bereavement counsellor, support group coordinator, the Manager of the Bereavement Counselling and Support Services or the Chief Executive Officer of ACGB. Feedback forms are available on request from reception.
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