How I Request Access to IDV



Any of the following people can ask for services:

  • A person with a disability (18 years and over)
  • A friend of a person with a disability
  • A family member with a disability
  • An advocate of a person with a disability

IDV will ask for information relating to for example, the person needs, disability, the types of support requirements, assessment reports and personal details, such as a persons’ goals, interests, strengths, hopes and aspirations.

IDV’s process before a placement can be extended:

  1. Determine whether a person has a disability e.g. sensory, physical…
  2. Determine how the persons’ disability affects them e.g. Can the person take care of their basic needs, make their own choices/decisions and communicate basic needs and wants
  3. IDV will decide whether or not they accept you have a disability i.e. You may be asked how your disability affects you, or IDV may request specific reports about how your disability affects you e.g. Speech therapist, psychologist.

In deciding whether or not a person has a disability, IDV will also need to think about other needs the person has.  These may include:

-mental health issues, including schizophrenia

-Chronic health issues like diabetes

-Conditions relating to ageing like dementia

Note:  all personal information will be managed in accordance with IDV’s Privacy and Confidentiality Policy

For more information on IDV’s Access Policy, please refer to DHHS’s ‘Access Policy’ for people with disabilities.

Priority Access

When a person is determined at having a disability, IDV will decide who is a priority for support.  This means that IDV will:

-think about your needs and the needs of other people who have asked for the same services

Decide who to give the services to and help you find services somewhere else, if they say ‘No’ to offering you services.

In the advent of service being refused / not taken up by a service user, or service being refused by or removed by; the organization will follow the outlined procedures:

Consumer Right to Refuse Service

  1. When an IDV Inc. service user refuses a service offered, the worker and the organization recognizes the person’s right to refuse a service.
  2. The worker will establish reasons why the service user has refused the service offered and note on the persons file.
  3. If appropriate, the worker would support (within the capacity of the agency’s resources) the service user to address reasons behind the refusal of service.
  4. IDV Inc. will offer an opportunity of service at a future time, when appropriate.

IDV Inc. Right to Refuse Service

IDV Inc. has the right to refuse a service when –

  1. Eligibility criteria are not met for the service.
  2. There is financial / organization incapacity to provide the service.

Process for Communicating Refusal of Service

  1. IDV Inc. will contact the service user / potential service user by telephone to explain to them or their advocate the reasons for refusal of service.
  2. The agency will inform the service user of other services and, if required, offer to refer them to another organization /other services.
  3. A letter will be forwarded to the service user / potential service with the reasons for refusal of service.
  4. IDV will advise ay applicant of decision, both where a request for service is accepted or refused for any reason in writing or by phone, and the reasons for it, within 14 days of the decision being made. In circumstances whereby timeframes are delayed, IDV will contact the applicant/advocate and notify them with a revised time frame for their decision.

To appeal a decision made by IDV, a person can:

  1. Refer their case to the Secretary
  2. Ask the Victorian Civil and Administration Tribunal for help
  3. Complete and send the Victorian Civil and Administration Tribunal a form within 14 days of notice.
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