Our Services

Consumer Rights & Responsibilities

Consumer Bill of Rights

As a consumer, family member, substitute decision maker or caregiver, you have the right to expect that every Independent Living Waterloo Region (ILWR) employee and board member shall respect and promote your rights as follows:

  1. To be dealt with in a respectful manner and to be free from physical, sexual, mental, emotional, verbal and financial abuse.
  2. To be dealt with in a manner that respects your dignity and privacy, and that promotes your autonomy and participation in decision-making.
  3. To be dealt with in a manner that recognizes your individuality and that is sensitive to and responds to your needs and preferences, including preferences based on ethnic, spiritual, linguistic, familial and cultural factors.
  4. To receive home and community care services free from discrimination as per the Human Rights Code or the Canadian Charter of Rights and Freedoms.
  5. A patient who is First Nations, Métis or Inuk has the right to receive home and community care services in a culturally safe manner.
  6. To receive clear information about your ILWR services in a format that is accessible to you.
  7. To participate in the assessment and reassessment of your needs, as well as the development and revision of your care plan.
  8. To designate a person to be present with you during assessments, and to participate in the development, evaluation and revisions to your care plan.
  9. To receive assistance in coordinating your services.
  10. To give or refuse consent to the provision of any ILWR service.
  11. To raise concerns or recommend changes related to the services that you receive, and with policies and decisions that affect your interests, without fear of interference, coercion, discrimination or reprisal.
  12. To be informed of the laws, rules and policies affecting the delivery of ILWR services, including this Consumer Bill of Rights, and to be informed, in writing, of the procedures for initiating complaints about the services you are receiving.

Consumer Responsibilities

  1. To treat attendants in a courteous and respectful manner that is free from mental, physical, sexual, verbal, and emotional abuse.
  2. To treat attendants in a manner that is free from discrimination. Every person has a right to equal treatment, without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status or disability.
  3. Make sure attendants can do their job safely. For example:
    • Have soap and water for them to wash their hands
    • Do not smoke one (1) hour before or during a visit
    • Keep pets secured on a leash or in another room
    • Have snow and ice removed at the door and on pathways to your door
    • Keep your equipment in proper working order, and inform us if it is broken or unsafe to use
    • Leave outside lights on if the visit is at night
    • Look for other risks in your home that might put you or the attendant in danger
  4. Direct your own services by clearly instructing the attendant on how your personal support and homemaking services are to be provided.
  5. Let ILWR know if there are changes in your living situation that may result in a modification to your service plan.
  6. Let ILWR know in advance of a scheduled visit, if you are unable to be in the pre-arranged location for the scheduled visit.
  7. Let ILWR know if there are any changes in your condition that would affect your service (such as a fever/cough).
  8. Let ILWR know in advance if you need changes to your service plan.
  9. Let ILWR know when we do something well, or if you have a concern or question.