(08) 8269 9333 stateoffice@lutherancare.org.au

Our Service Charter

Lutheran Care

Our Service Charter

We will:

  1. Treat you with dignity, fairness and respect.
  2. Make our services accessible to all and provide an interpreter whenever necessary.
  3. Give you clear, accurate and timely information or help you find it.
  4. Provide quality services that are reviewed regularly to improve the way we serve you.
  5. Help you make your own decisions about the services you receive.
  6. Respect your privacy and confidentiality – in line with the SA Government’s Information Sharing Guidelines that promote the safety and wellbeing of all.
  7. Welcome feedback and complaints and respond to it in a fair and timely manner.
Lutheran Care

Our Service Commitment

Teenage boy speaks with counsellor in an office

We will:

  1. Answer your telephone call within 4 rings.
  2. Respond to telephone messages within 2 working days.
  3. Pay your account as per the terms on your invoice.
  4. Acknowledge your contact within 2 working days.
  5. Respond to your feedback and complaints within 14 working days.
  6. Review decisions you may not be happy about, and provide a time frame for the review results.
  7. Accept your feedback with humility and provide you with feedback on changes.
Lutheran Care

How you can help us

You can help us by:

  1. Treating us with dignity and respect.
  2. Giving us all the information we need to help you.
  3. Letting us know if you have any special needs.
  4. Asking us to explain anything you are not sure of.
  5. Telling us how we can improve our services.
  6. Providing factual timely feedback.
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