ELEV8 Client Experience Charter

You will be treated with respect

We will listen to your experience, recognise your strengths and consider your individual circumstances. We will ask about cultural, communication and accessibility needs rather than make assumptions.

You will understand our role

We will explain why you have been referred, what we have been asked to do, who is involved and what happens next. We will clarify which decisions we can make and which remain with your employer, rehabilitation case manager or treating team.

You will have a meaningful opportunity to contribute

We will seek your views when assessing needs, developing goals and reviewing progress. You can ask questions, raise concerns and explain what is or is not working. Where recommendations differ from your preferences, we will explain the reasons and discuss the next steps.

Support will reflect your circumstances

We will consider your functioning, work demands, goals and available supports. We will discuss practical ways to help you participate, which may include written summaries, processing time, shorter discussions, a support person or an appropriate appointment format.

You will receive clear communication and practical guidance

We will explain recommendations in understandable language and clarify agreed actions, responsibilities and review points. We will keep you informed about relevant changes and explain delays or matters requiring further advice.

Your information will be handled carefully

We will explain what information is collected, why it is needed and how it may be shared. We will seek consent where required and explain relevant limits to confidentiality. You can ask questions about the information recorded or raise concerns about its accuracy.

Learn more about how we manage your information in our Privacy Policy.

Your feedback will be welcomed

We will invite you to tell us whether you understand the plan, feel involved and find the support useful. You can provide positive or negative feedback during services or after they conclude. You can raise a concern with your consultant or contact ELEV8 leadership directly.

We will respond and learn

We will take concerns seriously, explain how they will be addressed and keep you informed. Where a change is agreed, we will check whether it has helped. Feedback helps us improve both your experience and our services.