Money Mentors Financial Counselling
1. Money Mentors Support
Money Mentors financial counselling is free and confidential. Financial counsellors can support families to manage their finances more effectively. They can assist people to assess their financial situation. They can also support people to identify available options, and to consider the advantages and disadvantages of those options. Financial counsellors do not provide legal or accounting advice.
2. Your Responsibilities
To help us provide the best support possible, we ask that you:
2.1 Be respectful and considerate towards our staff and others. (No aggressive or anti-social behaviour will be tolerated)
2.2 Please respond as promptly as possible when contacted.
2.3 Please keep us informed of any changes to your address, contact details, or significant changes in your financial situation.
2.4 Please provide clear and honest information about your financial situation. (The more honest and up-to-date information you provide, the better support can be offered)
3. Our Responsibilities
In return for your cooperation, Money Mentors will:
3.1 Provide you with relevant information and options within our capacity.
3.2 Advise you if you would benefit from another organisations or agencies.
3.3 Treat you with respect, consideration, and fairness, without discrimination.
3.4 Keep you informed of any significant changes that may affect your situation.
4. Confidentiality
Money Mentors maintains people’s confidentiality. However, financial counsellors may be required to disclose certain information if obligated by law. For example, information may be disclosed if our service is served with a subpoena issued by a court or receives a notice from a government agency. Additionally, financial counsellors are required to collect and report statistical data. They are also required by law, to disclose information to prevent the occurrence of a serious offence or to prevent harm to yourself or others.
5. Privacy
Money Mentors operates in accordance with the Commonwealth Privacy Act 1988. It may sometimes be necessary for us to share personal information with third parties, such as creditors and their representatives. By signing this service agreement, you consent to the collection, use, and sharing of your personal information as required. Please feel free to request a copy of Money Mentors privacy policy if desired.
6. Realistic Goals & File Status
Money Mentors are committed to helping you work toward your goals. Specific outcomes cannot always be guaranteed. Please respond as promptly as possible when contacted. If you do not respond within a reasonable timeframe, your file may be closed. We understand that life can be unpredictable, and when you are ready to reconnect, we will be here to support you.
7. Disposal of Files
Money Mentors will safely store copies of all relevant documents. Files are retained for a period of seven years after they are closed. After this period, the file will be securely destroyed and disposed of in a manner that ensures the privacy of your information is maintained.
8. Client Feedback
Money Mentors is dedicated to making a positive impact on the lives of those we assist. To support our ongoing improvement, we will provide a survey following case closure. Your feedback is really important and will remain confidential.
9. Complaints Process
Money Mentors welcomes client feedback, including any complaints. Feedback can be provided in writing or verbally. You have the right to have an advocate present when making a complaint. We are committed to making every effort to achieve a positive resolution if you have any concerns. Should you feel your complaint is not resolved to your satisfaction, you may escalate it to a relevant external body for further assistance.
Contact Details for Complaints:
Mailing Address: PO Box 1292, Mandurah WA 6210
Phone: (08) 9581 1281
Email: admin@moneymentors.org.au
10. Agreement
If you would like to receive support from Money Mentors, we kindly ask that you sign and date your copy of this letter and return it to us.