Customer Service Charter

Your Rights. Our Commitment.

At Aided Hearts, we believe in treating every person with dignity, respect, and compassion. This Charter outlines your rights and what you can expect when using the Aided Hearts platform or speaking with our team.

It also sets out how we can work together to make sure you have the best possible experience when using our services.

Our Commitment to You

We are committed to providing a high standard of service to all customers—regardless of age, gender, sexuality, cultural or ethnic background, religion, disability, or socioeconomic status.

We aim to be informative, helpful and considerate in all our interactions.

We are here to empower you to make your own choices when selecting support work or support workers—so you feel confident and in control.

What You Can Expect from Aided Hearts

To be treated with dignity, kindness, and respect at all times.
Support when using our platform.
Access to an interpreter if you need one (for individuals and families engaging support workers).
Clear, accurate information provided in ways that are easy to understand, helping you make decisions that are right for you.
Help connecting with disability support work or workers who match your needs. If we’re unable to do this, we’ll let you know and offer guidance on alternative options.
Ongoing support from skilled, experienced staff to help you navigate the platform.
Respect for your privacy. We manage your personal information sensitively and in accordance with the National Privacy Principles under the Privacy Amendment (Private Sector) Act 2000.

How You Can Help Us Support You Best

Treat everyone you connect with through Aided Hearts—including our staff and support workers—with respect and kindness.
Let us know what’s working well or what could be improved—we value your feedback.
Provide us with accurate and up-to-date information, so we can offer you the best support and connections possible.

We welcome your feedback—whether it's a compliment, a suggestion, or a complaint.

You can reach us by:

Leave Feedback Here
Emailing: aidedhearts@gmail.com