Client Charter
Client Charter
Malaika Family Care is dedicated to respecting and upholding the rights of all individuals, including those with disabilities. We are committed to ensuring that you are aware of your rights and responsibilities and have the support needed to exercise them.
We comply with Victorian and national disability legislation and adhere to the United Nations Convention on the Rights of Persons with Disabilities, which asserts that individuals with disabilities are entitled to the same human rights and fundamental freedoms as everyone else.
Your Rights
  • Receive high-quality services tailored to your needs.
  • Be treated with courtesy and respect by Malaika Family Care employees.
  • Receive care that honors your culture, beliefs, values, and characteristics.
  • Actively participate in decisions regarding your support.
  • Be clearly informed about service options and costs.
  • Receive assistance in understanding any provided information.
  • Request the support and guidance of family, friends, carers, and independent advocates to uphold your rights and represent you.
  • Access advocacy services and receive information on how to do so.
  • Refuse a service without discrimination against future services.
  • Receive services in a setting that ensures privacy.
  • Have your personal information kept private and confidential.
  • Access your records and request corrections to any inaccuracies.
  • Provide feedback to Malaika Family Care, including compliments or complaints about the care and services you receive. (You can speak to a staff member or email info@malaikafamilycare.com.au).
  • Have complaints investigated with appropriate steps taken to resolve the issue.
  • Contact the NDIS Quality and Safeguards Commission if dissatisfied with Malaika Family Care’s response to a complaint.
Ways to contact the NDIS Quality and Safeguards Commission:
  • Call 03 5274 2897
  • Fill out the online complaint form at this link and they will call you.
  • Use TTY at 133 677
  • Use the National Relay Service and ask for 1800 035 544
  • Use an interpreter.
Your Responsibilities
  • Inform Malaika Family Care how you wish the supports to be delivered to meet your needs.
  • Treat Malaika Family Care staff with courtesy and respect.
  • Discuss any concerns about the supports being provided with Malaika Family Care.
  • Give at least 24 hours’ notice if you cannot make a scheduled appointment, understanding that the cancellation policy will apply if notice is not provided.
  • Notify Malaika Family Care immediately if your NDIS plan is suspended, replaced, or if you stop being a participant in the NDIS.
  • Respect the privacy and confidentiality of others.
  • Provide a safe environment for Malaika Family Care staff visiting your home.