Policies

Our customer-centric approach underpins our comprehensive suite of policies. Our policies focus on upholding the rights and safeguards of the people with disability who use our services, supported by clear processes and reiterated through our ongoing staff training.

Customer well-being and safeguards policies

Our customer well-being and safeguards policies cover a wide range of matters from preventing and responding to abuse, to protecting customer privacy, positive behaviour support and restrictive practices, through to our Customer Charter of Rights and Responsibilities. These are also available in Easy English for people with limited literacy.

Yooralla has a whistle-blower policy so that people are able to report alleged improper or corrupt conduct in relation to any aspect of Yooralla’s services, without fear of reprisal.

 

Download: Child Safety Policy (Word, 128.6kb) 132kb Child-Safety-Policy_0119.docx

 

Download: Choice and Advocacy Policy (Word, 134kb) 137kb Choice-and-Advocacy-Policy.docx

 

Download: Clinical Governance Policy (Word, 118.6kb) 122kb Clinical-Governance-Policy.docx

 

Download: Customer Charter of Rights and Responsibilities (Word, 56kb) 57kb Customer-Charter-of-Rights-and-Responsibilities-A4.docx

 

Download: Customer Charter of Rights and Responsibilities - Easy English (Word, 3MB) 3197kb Customer-Charter-of-Rights-and-Responsibilities-Easy-English.docx

 

Download: Customer Engagement and Participation Policy (Word, 67.1kb) 70kb Customer-Engagement-and-Participation-Policy.docx

 

Download: Customer Feedback and Complaints Policy (Word, 213.1kb) 220kb Customer-Feedback-and-Complaints-Policy.docx

 

Download: Customer Personal Relationships Sexuality and Sexual Health Policy (Word, 130kb) 134kb Customer-Personal-Relationships-Sexuality-and-Sexual-Health-Policy.docx

 

Download: Customer Related Plans Policy (Word, 121.9kb) 128kb Customer-Related-Plans-Policy.docx

 

Download: Disability Workers Exclusion Scheme Policy (Word, 74kb) 76kb Disability-Workers-Exclusion-Scheme-Policy_0119.docx

 

Download: Diversity Policy (Word, 116.1kb) 119kb Diversity-Policy_0119.docx

 

Download: Guardianship Administration Decision Making and Consent Policy (PDF, 83.7kb) 86kb Guardianship-Administration-Decision-Making-and-Consent-Policy_0119.docx

 

Download: Human Rights Policy (Word, 132.8kb) 137kb Human-Rights-Policy_20190325.docx

 

Download: Management of Customer Incidents Policy (Word, 82kb) 84kb Management-of-Customer-Incidents-Policy.docx

 

Download: Preventing and Responding to Abuse and Neglect (Word, 54.9kb) 57kb Preventing-and-Responding-to-Abuse-and-Neglect_20190211_.docx

 

Download: Privacy Policy (Word, 97kb) 93kb Privacy-Policy.docx

 

Download: Privacy Statement (Word, 106kb) 106kb Privacy-Statement.docx

 

Download: Open Disclosure Policy (Word, 86.9kb) 91kb Open-Disclosure-Policy.docx

 

Download: Positive Behaviour Support and Restrictive Interventions Policy (Word, 82.1kb) 85kb Positive-Behaviour-Support-and-Restrictive-Interventions-Policy_0119.docx

 

Download: Quality and Customer Empowerment Policy (Word, 72.4kb) 75kb Quality-and-Customer-Empowerment-Policy_0119.docx

 

Download: Recognising and Responding to Changing Support Needs Policy (Word, 73.5kb) 75kb Recognising-and-Responding-to-Changing-Suppport-Needs-Policy.docx

Staff employment and conduct policies

Our staff employment and conduct policies seek to ensure that our staff support and empower people with disability. The policies provide clear direction on respectful relationships with customers. The policies also include the extensive screening process that Yooralla undertakes for all new and existing staff members including police checks.

 

Download: Code of Conduct Policy (Word, 74.7kb) 76kb Code-of-Conduct-Policy.docx

 

Download: Disqualified Carer Check Policy (Word, 75.7KB) 80kb Disqualified-Carer-Check-Policy.docx

 

Download: Police Record Check (Word, 123.8kb) 128kb Police-Record-Check-Policy.docx

 

Download: Prevention of Fraud and Corruption Policy (Word, 125.7kb) 129kb Prevention-of-Fraud-and-Corruption-Policy_0119.docx

 

Download: Employee Conduct - Customer Relationships and Sexual Behaviour (Word, 77kb) 75kb Employee-Conduct-Customer-Relationships-and-Sexual-Behaviour-Policy.docx

 

Download: Working with Children Check Policy (Word, 79.2kb) 82kb Working-with-Children-Check-Policy_0119.docx

Corporate Governance policies

Our business operations policies cover matters of conflict of interest, finance, research and risk management.

 

Download: NDIS and Managing Conflict of Interest Policy (WORD, 73.6kb) 76kb NDIS-and-Managing-Conflict-of-Interest-Policy_0119.docx

 

Download: Accounts Receivable Policy (Word, 67kb) 69kb Accounts-Receivable-Policy_0119.docx

 

Download: Compliance Policy (Word, 73.4kb) 75kb Compliance-Policy.docx

 

Download: Customer Funds Policy (Word, 108.2kb) 111kb Customer-Funds-Policy.docx

 

Download: Customer Valuables Policy (Word, 105.6kb) 109kb Customer-Valuables.docx

 

Download: Research Policy (Word, 118.4kb) 125kb Research-Policy.docx

 

Download: Residential Charges Policy (Word, 108.8kb) 112kb Residential-Charges-Policy.docx

 

Download: Risk Management Policy (Word, 174.5kb) 122kb Risk-Management-Policy.docx

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