Footsteps Community Services - Therapy and Disability Support in Brisbane, Gold Coast, Logan, and Ipswich

Client & Stakeholder Engagement

Engaging With Us

Please contact our team with any questions you have about your rights or responsibilities in relation to our services and the supports you receive.

Contact us

This information is designed to provide our current and future clients with a summary of the key policies, procedures, rights and responsibilities which apply when you engage Footsteps to provide services to you. In addition to the information provided on this page, you can find more information in our Client Handbook and Policies and Procedures.

Access our Client Handbook

Download Formal Version
Download Plain Language Version

Our Services for Individuals

Key Policies & Procedures

Please use the following links to view each policy or procedure:

Our mission and values

Compassion

Advocacy

Resilience

Empowerment

We are on a mission to spread the power of optimism and uphold the social responsibility of caring for one another.

As an organisation we are passionate about providing support services that empower individuals to achieve person-centred goals in a holistic manner. We specialise in providing these supports to the most vulnerable in our community.

We do not perceive labelled conditions as negatives, we view them as unique strengths and an opportunity to develop and enhance the individual’s abilities.

Your Rights and Responsibilities

The following rights and responsibilities apply to Footsteps Community Services (Footsteps) and our clients and stakeholders:

Your Rights

  • Be treated with courtesy and respect
  • Be listened to and have your feedback taken into account
  • Receive a response from us in a timely manner
  • Have your supports reviewed when requested, as needed and at least twice yearly
  • Receive support that you agree with and that meet your needs at a time suits you
  • Receive honest, transparent and open communication
  • Be consulted on decisions about your support and how it is provided
  • Be provided with information about managing any complaints and feedback
  • Be supported to provide feedback and make a complaint
  • Have access and be supported to understand Footsteps’ main policies and specifically those pertaining to the services you receive/d
  • Be given as much notice as possible if we need to change a scheduled appointment to provide support
  • Be given the required notice if we need to end your Service Agreement
  • Protect your privacy and confidential information in accordance with our Privacy Policy
  • Receive support in a manner consistent with all relevant laws/rules, including the National Disability Insurance Scheme Act 2013 (where applicable), and the Australian Consumer Law
  • Access your records
  • Be provided with regular invoices and statements of the supports delivered to you
  • Apply for financial hardship if your circumstances change

Your Responsibilities

  • Inform Footsteps about how you wish supports be delivered to meet your needs
  • Be involved in the design, set-up and delivery of all services provided by Footsteps
  • Treat Footsteps’ employees with courtesy and respect, and not to be rude, abusive or aggressive
  • Pay any money owed to Footsteps in accordance with your Service Agreement
  • Talk to Footsteps if you have any questions or concerns about the services provided to you;
  • Give us feedback
  • Provide us with sufficient notice if you cannot make a scheduled appointment
  • Provide us the required notice if you need to stop receiving services
  • Let Footsteps know immediately if your funding changes
  • Let Footsteps know when your needs change

Join our Client and Family Voice Group

Our Clients and Family Voice group meets twice each year to have their say and provide feedback to our Board in relation to service delivery, service development, policies and governance at Footsteps.

We invite all Footsteps clients and their family members to join our Client and Family Voice Group.

If you would like to be part of this group, please tell us by submitting the form below or by contacting us, and we will invite you along to our next session.