Service units ensure that explanatory materials clearly state their purpose, objectives and service delivery format and are readily available to the public upon request.
Service units should review and revise policies and procedures related to service delivery.
Service units maintain up-to-date and accurate records of their service operations and activities.
The roles and responsibilities of all staff, officers, management committees and/or boards of directors or other decision-making bodies are clearly defined.
Service units implement effective staff recruitment, development, training, assessment and deployment practices.
Service units regularly plan, review and evaluate their own performance, and develop effective mechanisms to allow service users, staff and other interested parties to express their opinions on the performance of service units.
Service units implement policies and procedures to ensure effective fiscal management.
Service units comply with all relevant legal responsibilities.
Service units take all reasonable steps to ensure a safe environment for staff and service users.
The service unit ensures that service users receive clear information and know how to apply for and withdraw from services.
Service units use a planned approach to assess and meet the needs of service users (whether the service recipients are individuals, families, groups or communities)
The service unit tries its best to respect the right of service users to make informed service choices.
The service unit respects the private property rights of service users.
The service unit respects the rights of service users to protect privacy and confidentiality.
Every service user and staff member has the freedom to express his/her dissatisfaction with the organization or service unit without fear of punishment, and the grievances raised should be dealt with.
The service unit takes all reasonable steps to ensure that service users are protected from infringement.
