Working together: understand your rights and responsibilities

Your rights

You have the right to:

• be treated with dignity and respect
• access quality treatment and care for your accepted motor accident injuries
• make choices about the providers you use
• have your privacy respected and protected
• access information we keep about you
• open, flexible communication options that suit your needs
• have information presented to you in a language or format you understand
• access an interpreter if you need one
• have your cultural identity and personal preferences respected
• provide feedback, make a complaint or disagree with a decision that’s been made without it impacting your services.

Your responsibilities

We ask that you:

• provide us with accurate and up-to-date contact information
• tell us as soon as possible if your needs change, there’s a change in your circumstance, or you return to work
• attend approved treatment and assessments that we have planned with you
• let the service provider know ahead of time if you can't attend planned appointments. We are unable to pay for any non-attendance fees
• ensure you obtain approval from us before accessing services and provide us with all receipts if seeking reimbursement for out-of-pocket expenses, including travel
• provide us with evidence that any out-of-pocket expenses are related to your accepted motor accident injuries
• provide us with true and correct information about your treatment and care needs. Knowingly making false statements is a criminal offence
• communicate with us and your service providers with courtesy and respect
• provide a safe environment for service providers or staff if they come to your home
• let us know if you need information explained or communicated to you using a different format.

CTP Care's responsibility to you

As part of our commitment to providing you with services that meet your motor accident-related injury needs, we will:

• recognise you as an individual, and treat you with dignity, empathy and respect
• support you in a fair and professional way
• respect your cultural and linguistic needs
• be easy to engage with and provide you with information so you can make informed choices
• give you adequate notice for appointments or meetings with us
• make timely and informed decisions about your treatment and care requests
• keep you up-to-date and informed about decisions we make, and respond promptly to your enquiries
• with your agreement, help you to find and access a suitable treatment and care provider
• explain why and what your options may be if we can't approve a treatment and care service
• respond promptly to serious incidents involving you, your family members, service providers or our staff
• let you know how to make a complaint and apply for a review of a treatment and care decision
• process payment of invoices and out-of-pocket expenses for approved treatment and care services as soon as possible
• manage your personal and health information as outlined in CTP Care's privacy principles (PDF, 0.1MB)
• act in line with icare's values, the Motor Accident Injuries Act, 2017 and the State Insurance Regulatory Authority's Customer Service Conduct Principles.

The rights of CTP Care staff

Our staff have the right to feel safe while at work. If we consider a risk to staff or a service provider's safety exists, we may modify how we communicate with you.

Safety risks may include:

• threatening, harassing, abusive or intimidating behaviour
• making derogatory, discriminatory, or defamatory remarks
• unreasonable persistence and demands, including phone calls and emails
• presenting to us whilst under the influence of alcohol or an illicit substance.

If we identify a risk to a service provider's or staff member's safety, we will advise you on how we will adjust our communication with you.

Contact us

If you have questions about your rights and responsibilities, please contact CTP Care directly.