Access to Queensland Stoma Association Ltd services is based on need. People are not compromised on the grounds of their gender, marital status, religious or cultural beliefs, political affiliation, sexuality or sexual preference, particular disability or ethnic background.

SERVICE USER RIGHTS

As a QSA service user, you have the right to:

  • Be treated with respect, dignity, and value.
  • Privacy and confidentiality in all interactions.
  • Have your individuality, culture, values, and beliefs acknowledged and respected.
  • Receive support and assistance, including in cases of financial hardship.
  • Access timely, clear, and relevant information to support informed choices.
  • Provide feedback or make complaints without fear of retaliation, with fair and prompt resolution.
  • Be supported by an advocate of your choice.
  • Be informed of your rights and responsibilities, along with your family and/or carers.

QSA also upholds the International Ostomy Association’s Charter of Ostomates Rights.

 

SERVICE USER RESPONSIBILITIES

As a QSA service user, you are expected to:

  • Pay applicable fees on time, unless alternative arrangements are approved by the QSA Board or Manager.
  • Check your QSA order upon receipt and report any issues within 10 business days.
  • Respect the rights of other service users and QSA staff.
  • Understand and follow QSA’s ordering policies, including submission timelines and collection or dispatch procedures.
  • Be aware of your obligations under the Stoma Appliance Scheme (SAS).
  • Take responsibility for your decisions and actions, including delays in placing orders.
  • Follow Workplace Health and Safety guidelines while on QSA premises.
  • Maintain confidentiality regarding other service users and staff.
  • Notify QSA promptly of any changes to your personal details (e.g., address, contact info, Medicare).
  • Report any issues with services or support and allow QSA reasonable time to respond.
  • Avoid attending QSA premises under the influence of drugs or alcohol and present yourself appropriately.
  • Comply with QSA’s Anti-Discrimination Policy.
  • Refrain from using offensive language (e.g., swearing) on QSA premises.
  • Use SAS-supplied products only for your personal use.