DVConnect places the safety of women, children and men who are experiencing domestic and family violence as our central priority.
Callers to both DVConnect Womensline and Mensline may remain anonymous if they are not requiring a service beyond counselling, safety planning or referral information.
In instances where a caller to Womensline is requiring an emergency evacuation or refuge placement with DVConnect assistance DVConnect will be required to collect personal information. Without this information DVConnect will be unable to facilitate a place of safety for the caller.
Information collected by DVConnect will only be used for the purpose for which it was collected. All records and electronic data are protected from unauthorized use or access.
Client information will not be disclosed or shared without the caller’s consent unless required by law and/or the policies of this organization.
Reasonable access to information that the caller has provided to DVConnect will be made available to the caller upon receipt of a written request that also includes proof of identity.
Our Client Charter
What you can expect in your dealings with us:-
- That we will answer your phone call as promptly as we are able and treat you with courtesy and respect
- That we will respond to your needs in a professional, flexible and empowering manner
- That your safety and the safety of other family members is our first priority
- We will treat your personal and confidential information sensitively and responsibly
- In certain circumstances, we may be required to release your information without your consent.
- That we will arrange an interpreter if you need one.
- If you lodge a complaint we will respond to it quickly and appropriately and report back to you if you wish.
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
- To be treated with dignity, respect and sensitivity
- To be treated as an individual with your own specific needs
- To be heard and have your views and experience acknowledged
- To be assisted to meet the needs you have recognised and identified
Access and equity
- To obtain service regardless of your cultural or linguistic background, age, sexual preference, 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.
- 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
- To have the confidentiality policy of the service explained to you
- To give informed consent to have information about you shared with any other person or agency
- 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 and family 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 request that a worker advocate for your rights on your behalf
- To be informed about ways to prevent domestic and family violence
- To have information on the prevention of domestic and family violence promoted in the community
- To be provided with information on a perpetrator program for your partner where a program is available and appropriate
- To have access to professional, experienced and skilled workers
- To give constructive feedback on the service received
- To contribute ideas on the improvement of the service
- To have access to an effectively managed and administered service
- To request information on the policies of the service
- To have an open and transparent complaint procedure where issues will be responded to in a timely manner
We respect people from all cultures, backgrounds and religions and strive to deliver culturally sensitive services. We believe in the right of all people to be safe from violence both within their families and their communities.
A number of our counsellors come from culturally diverse backgrounds, and at times we can offer direct telephone counselling in a number of languages other than English.
If we do not have anyone available who speaks your first language we have access to translating / interpreter services so if there is a language we don’t speak we can still offer our high level of service.
At times when we might be unable to directly assist women and children of non-English speaking or indigenous backgrounds, we are able to refer you to a number of indigenous, multicultural or specialised immigrant women’s services who can assist with a diverse range of tailored professional support services.
Refuges are also sensitive to different religious and cultural customs and will, where ever possible, accommodate the needs of people to participate in their religion
Refuges are also sensitive to people’s different dietary needs and they can, for example, take people to cultural specific food outlets like butchers and supermarkets.
Where privacy and personal security is assured our counsellors will also link people to cultural specific services where they can obtain phone or face to face support in such things as legal and immigration matters.
Giving Feedback / Complaints
DVConnect invites feedback on the quality and responsiveness of our service. If you feel you have received an inadequate or inappropriate service, or have ideas on how we can improve DVConnect, we would like to hear from you.
Please feel free to mention any concerns to the counsellor dealing with your case, or if you prefer, ask them to let you speak with a team leader or the Head of Counselling if they are available. 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”
By post to:-
The Practice Manager
PO Box 10575
Brisbane QLD 4000
or you can email your feedback or complaint here
If you would prefer to stay anonymous please leave feedback here
DVConnect takes client feedback and complaints very seriously. We use a fair and uniform approach to ensure issues are dealt with in a consistent and timely manner. We will keep you informed of the progress and outcome of any investigation or changes made as a result of your feedback.
DVConnect Limited supports and encourages the dissemination and exchange of information. However, copyright protects this material.
DVConnect asserts the right to be recognised as the author of this material and the right to have its material remain unaltered.
Except for purposes permitted by the Copyright Act 1968, use of this material should only be in accordance with the copyright statements appearing on individual DVConnect publications.
In the absence of such statements, please contact us for conditions governing the use of DVConnect material.