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COTA SA Service Charter

COTA SA Service Charter

COTA SA's Service Charter sets out our commitment to provide people with the service they expect.

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Who we are and what we do

COTA SA (Council on the Ageing South Australia) is an older people's movement representing the rights, interests and futures of more than 633,000 South Australians aged over 50. We are a not-for-profit community organisation offering programs, information and services to help older South Australians age well. Many of our programs are delivered with the help of volunteers. We are the peak body for older South Australians and offer a range of engagement, policy and advocacy activities, to ensure that the voices of older people are influential.

Our programs and services across South Australia include:

  • Policy, engagement and advocacy
  • Information and support to help older people age well
  • Connecting older people with one another for friendship and peer education
  • Strength for Life, a strength, balance and cardiovascular training program delivered through our network of providers across the state
  • Rainbow Hub, working with and for LGBTI elders
  • Consumer insights research through The Plug-in
  • Communication and promotion to share and celebrate real stories of ageing.

Our Service Principles

COTA SA is driven by its values and commits to the following service principles: 

Respect:

  • We will listen to you
  • We will communicate respectfully and we request the same in return
  • We respect your privacy and have systems in place to ensure we protect all confidential information.  

Diversity:

  • We celebrate and promote the rich diversity of older South Australians
  • We respect personal and cultural preferences, practices, choices and needs

Equity:

  • We will treat every person equitably
  • We will personalise our services and make them accessible to you as much as our resources reasonably allow
  • We will ensure that information that is available online is available offline whenever required.  

Collaboration:

  • We believe that we can always achieve more through collaboration and partnership
  • We work with older people, rather than for older people
  • Our services aim to empower people to be informed, make decisions and take action for themselves
  • We will regularly engage, co-design, consult with and evaluate what we do with older people as we strive to develop and improve our work.

Independence:

  • We will provide information that is independent, honest, accurate, up to date and easy to understand

Integrity:

  • We will respond to every enquiry we receive, doing so to the best of our ability, and as promptly as we reasonably can
  • We take a “no wrong door” approach and if we can’t help you, we will do our best to refer you to a service that can
  • We will be accountable in our actions to you
  • If we fall short of your expectations and our standards, then please tell us – we welcome feedback and will use it to improve.

Feedback – compliments, complaints, suggestions

We welcome feedback and use it to continuously improve. 

If you are not happy with our service, we appreciate you providing us with an opportunity to resolve your complaint in the first instance. Clearly explaining the issue and what you think should be done to fix it will assist us.

We will respond to all formal complaints in writing and in line with our relevant policy and procedures.

We invite you to provide your compliment, complaint, or suggestion to us in one of the following ways:

Email:  cotasa@cotasa.org.au 
Phone: 08 8232 0422 (1800 182 324 for Country Callers)
Online form:    
https://cotasa.org.au/Contact/default.aspx
Post: PO Box 7024, Hutt Street, SA 5000