Service Charter

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About Us

The Drug Education Network (DEN) is a not-for-profit alcohol and other drug health promotion organisation. We provide school education, workforce training, resources and information to help keep Tasmanians safe from harm caused by alcohol, tobacco and other drugs. We achieve this through evidence-based training, education and resources which ensure better outcomes for the communities we serve.

What You Can Expect From Us

We are committed to providing a consistent, evidence-informed, and accessible service for you. We will:

• Provide high quality, up-to-date, alcohol and other drug health promotion information with a clear evidence base.
• Provide clear, simple and accurate information that is easy for you to access and understand.
• Respond to your enquiries in a timely and professional manner.
• Remain open to your feedback.
• Consult you on your needs.

Providing Quality Services

• We will apply the standards in this Service Charter whenever we provide a service.
• We will seek to deliver consistent and reliable service to everyone.
• We will seek to rectify problems in a timely manner if or when they occur.
• We will seek feedback on services to continuously improve what we do.

Your Rights and Responsibilities

When you engage with our organisation:

• You will be respected and treated equitably.
• Your privacy will be respected, and you will be provided with information regarding any limits to your privacy.
• We will maintain confidentiality to the fullest legal extent.
• We will work with you to identify the most appropriate education and training services, relevant to your needs and goals.
• We will work with you to ensure that you can access our services irrespective of your sex, race, ethnicity, culture, language, religion, marital status, disability, sexuality or age.
• We will provide education and training services that are reliable, of high quality, and one that is culturally and linguistically relevant to Tasmanian stakeholders.
• You may request access to any information written by our service about you (and to correct any incorrect information).
• You can provide feedback or express grievances/complaints about your experience with DEN without fear of it negatively affecting any future services you might receive.
• Your grievances will be addressed in a timely, fair and objective manner.
• You may end, cancel or decline an education or training session at any time without it affecting your access to future services from us.
• We will aim wherever possible to provide information that is written in plain English or includes images to assist with your understanding.

When you engage with our services you have a responsibility to:

• Respect the rights of others, including their rights to confidentiality and privacy.
• Treat DEN team members and other participants with courtesy.
• Engage with DEN and other participants in a way that supports the health and safety of all involved.
• Report any hazards, incidences, near misses or accidents to DEN.
• Participate in feedback processes that assist us to engage in quality improvement processes for our service.

Learning From You!

• We will reflect on and monitor our performance, and the way that we provide our education and training services to you.
• We will seek your feedback, and consult widely with our stakeholders so that we can understand how we can make our education and training services better.
• We will make sure that we include the perspectives and experiences of people with lived experience when we are looking to identify any potential future needs for our services.

To help us provide a high-quality service and maintain the standards set out in the Service Charter, please:

• tell us how we can improve our service.
• provide us with clear details on the nature of any complaint or problem with our service.