Overview
Our Service Standards describe what good service looks like at BSL Disability Services.
Our Standards guide how we work with people, families and carers, focusing on respect, choice, clear communication and upholding rights in everyday interactions. The Standards exist to ensure you experience consistent, safe and high‑quality support, no matter how or where you connect with us.
They were developed through close collaboration with people with lived experience of disability, families and our staff, bringing real‑world perspectives together to reflect what matters most in quality service.
What our Service Standards mean to you
The six Service Standards
Standard 1: We listen to and respect everyone we work with
We design and deliver service experiences that are safe, inclusive, and culturally welcoming, so you feel supported and valued from the start.
We meet this standard by:
- Asking about your communication needs and cultural preferences,
- Listening to you and taking time to understand your disability-related needs,
- Offering you flexible, accessible and inclusive options for meetings,
- Respecting your preferences about involving family, carers and representatives.
Standard 2: We provide clear, accessible, and transparent information
We ensure that you receive the information you need, communicated in ways that are simple, easy to understand, and best suited to you.
We meet this standard by:
- Explaining who we are, what we do, and how to contact us,
- Providing information relevant to you with clear response timelines,
- Using plain language and sharing information in formats that suit you,
- Checking that we have a shared understanding and confirming the next steps together.
Standard 3: We work alongside each person to live the life they choose
We recognise you as the expert in your own life. Our role is to support the choices and goals that matter to you.
We meet this standard by:
- Respecting your lived experience and individual journey,
- Listening and sharing information that helps you decide what’s right for you,
- Supporting your strengths, interests, and capabilities, while responding to your needs,
- Connecting you with community and mainstream services that can support your goals.
Standard 4: We respect and uphold each person’s rights
We actively support you to speak up, give feedback, or make complaints – and we act on what you tell us.
We meet this standard by:
- Supporting you to understand your rights to:
- safety,
- privacy and consent,
- high quality service,
- dignity and respect,
- access to information,
- raise concerns, complaints, feedback,
- control over their own lives,
- Ensuring your personal information is kept private and confidential,
- Reporting and responding to incidents, concerns, or complaints in a timely manner.
Standard 5: We maintain accurate records
We work with you to develop and maintain your personal record, so your support is consistent, safe, and reliable.
We meet this standard by:
- Recording all communication and information you’ve shared – and explaining the actions taken and why decisions were made with clear timeframes.
- Documenting records in a way that accurately reflects your voice, preferences, and lived experiences.
Standard 6: We are collaborative, responsive, and always improving
Our services are improved by actively seeking and listening to feedback and working together with you. We focus on learning and being adaptable over time.
We meet this standard by:
- Partnering with people with lived experience to co-design and review services,
- Providing safe, accessible, and inclusive ways for you to share feedback or ideas,
- Using your feedback to improve and adapt our services,
- Sharing progress and reflections about what we have learned and improved.