DVConnect Client Charter
All relationships should be free from domestic, family and sexual violence
What you can expect from DVConnect:
- You will be believed.
- You will be treated with respect and dignity.
- That your safety and the safety of other family members is our first priority.
- Your needs will be responded to in a professional, flexible and empowering manner.
- You will receive a personalised service that recognises your individual circumstances, needs and respects your choices.
- You have the right to provide feedback or ask questions on any aspect of your contact with DVConnect.
- We will treat your personal and confidential information sensitively and responsibly.
DVConnect recognizes your right to:
- To live without fear of violence.
- To have access to an environment free from violence.
- To be assisted to recognise and respond to your safety needs.
Access and Equity
- To obtain a respectful and inclusive service regardless of your cultural or linguistic background, age, sexual preference, gender identity, disability, mental health issue, economic status or other affiliation or individual difference; or the fact that you have children.
- To have your specific needs recognised and responded to.
- Access a suitably qualified interpreter of your choice, if available.
- To receive information that is accurate, timely, relevant and easy to understand.
- To be empowered to make informed decisions and to be supported to follow through with decisions made.
- You can change your mind or withdraw from our service at any time.
- To have the confidentiality policy of the service explained to you.
- To give informed consent before your information is shared with any other person or agency, unless required by law.
- To have your records kept secure.
- To easily access accurate information on other services that may be able to assist you.
- To have services that are involved in responding to people affected by domestic, family or sexual violence, work professionally and with each other to assist you.
- To be assisted to advocate for your rights and/or the rights of your children.
- To have information on the prevention of domestic and family violence promoted in the community.
- To be provided with information regarding behaviour change programs, where a program is available and appropriate.
- To have access to professional, experienced and skilled workers.
- To give constructive feedback on the service received and contribute ideas on the improvement of the service.
- To have access to an effectively managed and administered service.
- To be able to make a complaint about any service received and to have the issues responded to and resolved in good faith.
How you can help us to assist you:
- Provide us with all requested information about your circumstances
- Tell us if you have special needs
- Let us know if you need an interpreter
- Treat our counsellors with courtesy and respect
Giving feedback or making a complaint:
DVConnect is focused on providing you with excellent client service and values feedback on the quality and responsiveness of our service. If you are not happy with our service or have ideas on how we can improve we would like to hear from you via email to or calling 07 3156 2323. Importantly, you will not be disadvantaged in being provided a service by making a complaint.
Please feel free to mention any concerns to the counsellor dealing with your case, or if you prefer, ask to speak with a Team Leader or Manager. If they are not on duty at the time of your call – they will return your call at the next available opportunity.
You may also put your feedback or complaint in writing noted “In Confidence” to the Chief Executive Officer, PO Box 10575 Adelaide Street, Brisbane 4000. DVConnect takes client feedback and complaints very seriously and will investigate appropriately. From initial contact we will keep you informed of the progress and outcome of any investigation or changes made as a result of your feedback.
Whistle Blower Policy
For more information on the below policies, please contact us at