Welcome to

My BissyCare

We have collated a library of FAQ’s, guides, documents, and forms to help our clients understand what they can expect from us at BissyCare and provide feedback or report any issues.

Why Choose Us?

It is our vision to provide the best care in health, disability and aged care in the home so as to ensure that all Australians can confidently live in the comfort of their homes as they choose. We believe that everyone should be supported to control and manage their own health and wellbeing. We provide person-centred, flexible, responsive, and participant- directed supports to people living with a mental illness, disability or aged care recipients. We are committed to providing a great service at all times by truly getting to know and appreciate each of our clients needs and acting with Integrity, Respect, Transparency and Compassion. We have a broad range of experience in various community welfare sectors, allowing us to provide a truly unique service.

Our Staff are self-aware, accountable, responsible, and truthful and will act in a consistent way when delivering services.

Our Staff are self-aware, accountable, responsible, and truthful and will act in a consistent way when delivering services.

Our Staff want you to have a pleasant experience with us and will provide you with effective and efficient communication. They will provide you with the attention you need and involve you in the decision making process to respect your wishes.

We will always act in a truthful and accurate manner. The expected costs from your NDIS plan will be discussed and any costs, fees and specific deliverables explained.

Where there is an issue we will discuss this with you and work together to resolve.

We will work with you to understand your needs and feelings and clearly communicate with you, seek feedback and deliver our services in ways to meet your needs.

Privacy & Confidentiality

Your privacy is very important to us.

BissyCare has a responsibility to ensure information collected about clients and employees is kept private and only used for the purpose it was collected. Our Privacy Policy ensures all our employees and clients know what personal information we hold, the purpose, as well as how we might collect, hold, use or disclose this information.

All our employees and entities acting on our behalf (for example contractors, subcontractors or consultants) must act in accordance with our Privacy Policy as a condition of their employment or engagement.

Your personal information belongs to you.

We need your permission to collect information about you and to share your information. You don’t have to give permission.

Your information helps us provide good and safe services.

We only ask for the information we need. When we ask, we will tell you why we need it. That includes photos and videos too.

If you don’t understand why we need information, it’s OK to ask us.

We will protect your information, only use it for the right reasons, and only show the right people. The people who work with you need to see your information as it helps them deliver better services.

Your information is stored securely within our systems which require complex passwords and restricted to employees who need to see it. Paper records are stored securely with in accordance with standards.

We will only share your information if you give permission to share it, or we are very worried about your safety, or if the law requires us to share it.

You can see your information too. Just ask us.

At BissyCare, privacy is taken seriously. If you have feedback or a complaint please contact our Privacy Officer.

In Writing:
BissyCare
14 Gold Court, Salisbury Heights SA 5109
Phone us: (08) 8281 0401
Email: Privacy.Officer@BissyCare.com.au

Alternatively you can contact the Office of the Australian Information Commissioner (OAIC)

web: www.oaic.gov.au
email: enquiries@oaic.gov.au post: GPO Box 5218
Sydney NSW 2001
phone: 1300 363 992 TTY: 133 677
Speak and Listen: 1300 555 727
Interpreters can be arranged on 131 450.

Advocates can help you complain The National Disability Advocacy Program can help you work with an advocate.

Email them at:
disabilityadvocacy@dss.gov.au

Or write to:

Disability, Employment and Carers Group

Department of Social Services
GPO Box 9820
Canberra ACT 2601
Or search “disability advocate” online.

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Read the Privacy Policy
Our Privacy Policy is available by clicking this link:

WhistleBlower Policy

As part of our Corporate Governance Framework, BissyCare has a whistleblower policy.

Whistleblowers play an important role in identifying and calling out misconduct and harm to consumers and the community. To encourage whistleblowers to come forward with their concerns and protect them when they do, the Corporations Act 2001 (Corporations Act) gives certain people legal rights and protections as whistleblowers.

BissyCare employees are encouraged to report any concerns to a supervisor or manager one above their current line manager.

Eligible Whistleblower reporting under this policy includes anyone who is, or who was previously, a BissyCare director, employee (including contractors), supplier, employee of a supplier, or associate and any relative, spouse or dependant of the foregoing.

Whistleblower reports are to be made to the Privacy Officer: privacy.officer@bissycare.com.au

Our Whistleblower Policy is available by clicking this link:

Whistleblower Policy

Advocates

An advocate is trained to speak for you. If you are not sure how to find an advocate, we can help. Advocates are a free service.

Safety & Incident Management / Reporting

Your safety is very important to us and we work hard to deliver safe services. Sometimes accidents happen and people make mistakes or treat other people badly. We call these things ‘incidents’. Here, we will explain how we try to prevent incidents and what we do if one happens. You can help prevent incidents happening too by acting safely and treating other people with respect. If you don’t feel safe, tell someone about it.

NDIS providers must follow rules about keeping people safe. We work hard to keep everyone safe; That means you, our workers and other people in the community

We think about how accidents can happen and how to prevent them. This is called ‘risk management’.

We ask you questions, and think about the supports we provide, about the places where those supports happen, about the people who work with you and other people around you.

We want everyone to be safe, and to feel safe. If you feel unsafe, you can tell us. We promise to listen

Our staff know what to do if there is a problem or accident. We follow NDIS rules if an incident happens.

We must tell the NDIS Commission

We must investigate the incident

We must do something so that the incident doesn’t happen again

We must talk about all this with the person who was hurt.

We must follow these rules if someone gets hurt, if someone says they have been hurt, or if staff treat NDIS participants badly.

If you don’t feel safe to talk with our staff, then tell someone else. You can talk with your family and friends, or an advocate. You should complain to the NDIS Commission — they make the rules and help participants when people break the rules.

Everyone has the right to be treated fairly.

If you are involved in an incident, you have the right to know what went wrong and what is being done to make it right.
If you don’t get these answers, you have the right to complain.
We will always keep you informed. We want to treat you with respect.
If you are unhappy with our complaints process, you have the right to get help.
The NDIS Commission can help. An advocate can help too, by speaking for you.

It’s OK to Complain!
You can give us feedback by calling us on 08 8281 0401, emailing us at: feedback&complaints@bissycare.com.au or writing to us at
BissyCare & Support Services

27 The Grove Way,Salisbury Heights, SA, 5109

If you are unhappy with our response, or wish to provide your feedback to an independent party you can contact the NDIS Commission:

www.ndiscommission.gov.au phone: 1800 035 544, TTY: 133 677. Interpreters can be arranged.

Advocates can help you complain The National Disability Advocacy Program can help you work with an advocate. Email them at: disabilityadvocacy@dss.gov.au

Or write to:

Disability, Employment and Carers Group, Department of Social Services, GPO Box 9820 Canberra ACT 2601

Rights & Responsibilities

  • We will treat you with respect and dignity.
  • We will treat you fairly and speak honestly.
  • We will protect your personal information and only use it for the right reasons.
  • We will provide good quality services that suit your needs, age, lifestyle and cultural background.
  • You have the right to a safe and comfortable place to use the service.
  • You have the right to the information you need to make good choices
  • You have the right to have someone help you make the best choices – an advocate or support person.
  • You have the right to get help accessing services in the community.
  • You have the right to complain about the service.
  • You have the right to a reply as quickly as possible.
  • If you still are not happy, you have the right to complain again, or talk with the NDIS Commission.

We are here to listen to you.

Contact us

Email:admin@bissycare.com.au

Phone: 1300 157 205

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