Client Bill of Rights

This policy complies with the Home Care and Community Services Act, 1994. Refer to the Act for further details [1994, c. 26, s. 3 (1)].

1. A person receiving a community service has the right to be dealt with by Lumacare in a courteous and respectful manner, and to be free from psychological, physical, financial, sexual and systemic abuse by Lumacare.

2. A person receiving a community service has the right to be dealt with by Lumacare in a manner that respects the person’s dignity and privacy and that promotes the person’s autonomy.

3. A person receiving a community service has the right to be dealt with by Lumacare in a manner that recognizes the person’s individuality and that is sensitive to and responds to the person’s needs and preferences, including preferences based on ethnic, spiritual,linguistic, familial and cultural factors.

4. A person receiving a community service has the right to information about the community services provided to him or her and to be told who would be providing the community services.

5. A person applying for a community service has the right to participate in Lumacare’s assessment of his or her requirements and a person who is determined under the Act to be eligible for a community service has the right to participate in Lumacare’s development of the person’s plan of service, Lumacare’s review of the person’s requirements and Lumacare’s evaluation and revision of the person’s plan of service.

6. A person has the right to give or refuse consent to the provision of any community service. If consent is refused, service will not be provided.

7. A person receiving a community service has the right to raise concerns or recommend changes in connection with the community service provided to him or her and in connection with policies and decisions that affect his or her interest, to Lumacare, government officials or any other person, without fear of interference, coercion, discrimination or reprisal.

8. A person receiving a community service has the right to be informed of the laws, rules and policies affecting the operation of Lumacare and to be informed in writing of the procedures for initiating complaints about Lumacare.

9. A person receiving a community service has the right to have his or her records kept confidential in accordance with the law.

As a Lumacare client, you have the right to discuss any concerns regarding services by calling Lumacare’s Customer Service Department at 416-398-5511.