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Client Service Charter

This Client Service Charter outlines your rights, how you will be treated and what you can expect from us. It also sets out your responsibilities and how you can give us feedback on any aspect of our service. Clients will be made aware of this Charter upon becoming a client of Muscular Dystrophy Queensland.  It is also available in print copy or on our website:  www.mdqld.org.au

 About us

Muscular Dystrophy Queensland (MDQ) provides whole-of-life services for Queenslanders with muscular dystrophy and similar conditions (also referred to as neuromuscular conditions or muscle wasting conditions).

Our organisation is family centred which means that we include provide information and support to the client’s immediate family e.g. spouse, children, unpaid carer.

Our services include:

  • User pays services
  • Allied health including physiotherapy, occupational therapy, counselling and social work funded by the National Disability Insurance Scheme (NDIS) or other government package, private health, medicare or self-funded
  • NDIS support coordination, and
  • NDIS plan management
  • Donor funded free services such as information and support

You can find more detailed information about our services on our website or by emailing: info@mdqld.org.au or by calling MDQ on 07 3243 9700.

Muscular Dystrophy Queensland is also the peak body for Queenslanders with muscular dystrophy and similar conditions, providing advocacy for individuals and also for issues which affect our community.

Head office:        1149 Sandgate Road, Nundah Qld 4012
Opening hours:   8.30 a.m. – 4.30 p.m. Monday – Friday
Email:                  info@mdqld.org.au
Phone:                07 3243 9700

Our commitment to you

Muscular Dystrophy Queensland is committed to providing a high quality of support and services for you and your family.  We will respect your choices and assist you (within our capacity) to achieve your outcomes.

 What you can expect from us

When you are in contact with our organisation, we will:

  • Treat you with respect at all times
  • Be transparent and honest in our dealings with you
  • Treat you fairly and without discrimination
  • Provide you with sufficient information about the service and its terms of use
  • Work with you to ensure you have choice and control over your decisions, including your choice of service providers
  • Support you to connect with other services if needed
  • Inform you of your rights and responsibilities
  • Provide a safe and healthy environment within the service and our facilities
  • Respect your privacy and confidentiality
  • Never subject you to physical, sexual, emotional, verbal abuse, or exploitation
  • Protect your personal information and only use it for the right reasons, after obtaining your informed consent
  • Tell you how to provide us with feedback on our service and how to make a complaint
  • Ensure your complaints are dealt with fairly and promptly
  • To do all that is possible to support access to our programs for all people, including
    • Our First Nations people
    • People from Culturally and Linguistically Diverse (CALD) backgrounds
    • People from LGBTIQ background
    • People from other minority groups within Australian society

Muscular Dystrophy Queensland also makes a commitment to

  • Involving members of our community in decision making about the future direction of our organisation
  • Encouraging feedback to us so we can continually improve all aspects of our organisation

How you can help us

You can help us provide a quality service if you and/or your family members and support people:

  • Provide MDQ with complete and timely information about yourself and your situation, and update that information if changes occur
  • Tell us, within a reasonable time frame, if things change or you cannot keep an appointment or commitment
  • Cancel face-to-face appointments with MDQ staff when you or members of your household have an infectious disease e.g. and respiratory symptoms, conjunctivitis, gastro enteritis
  • Treat MDQ’s staff with dignity and respect and behave appropriately towards them and others with whom you come into contact when using MDQ’s services
  • Provide a safe and healthy environment in which staff can work, including when we are visiting you in your home for work purposes
  • Provide us with respectful feedback about our service and how we can work better
  • Meet the terms of MDQ’s Service Agreement in terms of payments and proactively addressing any invoicing issues
  • Let us know if you are having issues with MDQ’s services or staff providing services

 How you can provide feedback

Muscular Dystrophy Queensland (MDQ) welcomes your feedback as a way to understand the level of your satisfaction with our service and as an opportunity for us to continue to develop and improve.

Your feedback can be via compliments, suggestions and complaints. 

Muscular Dystrophy Queensland’s Complaints, Feedback and Resolution Infosheet is located on our website OR you can email info@mdqld.org.au for a copy of our full policy.

You can provide feedback or make a suggestion or a complaint by contacting Muscular Dystrophy or discussing your issues with any one of our staff.  Here are a few suggestions:

  • Have a conversation with an MDQ staff member who will either try to resolve your complaint on the spot or refer it to a manger for resolution. The staff member will ask you whether you want the feedback to be referred and assist you in writing a summary of your feedback if that is necessary
  • The MDQ Feedback form is available on or website
  • You can email the CEO at helenef@mdqld.org.au or write a letter to: Locked Bag 3000, Eagle Farm BC,   Qld 4009
  • We have an annual, wide ranging Client Survey which you can use to provide us with feedback
  • We have workshop and program evaluations, and occasional phone surveys

 How we manage complaints

Muscular Dystrophy Queensland aims to resolve complaints openly, honestly and quickly. We will acknowledge your complaint and respond within three business days

If you are not satisfied with the board’s decisions or you wish to refer the complaint to an external agency, you can take your issue to one of the following: