OUR SERVICE CHARTER- To Deliver peace of mind

We are fundamentally driven by the philosophy announced by the UN  an accepted by all of the 100+ participating countries on the launch of the 2030 SDG's in 2015   ......."As we embark on this great collective journey, we pledge that no one will be left behind. Recognising that the dignity of the human person is fundamental, we wish to see the Goals and targets met for all nations and peoples and for all segments of society. And we will endeavour to reach the furthest behind first." .....

To us, Mutuality is characterised by empathy, collaboration, and equality. We treat each person under our care with the respect and dignity they so rightfully deserve. We take an inclusive approach in making decisions that impact them seeking always to canvass their own views and desires where possible . We never treat anyone differently - we do not see colour, sexual preference, age, race or religion - we just see the Human.   

Regular engagement with our clients is a key element of our service model. We schedule fixed human to human contact visits as we know isolation can be debilitating in itself. We seek to ensure our clients are actively participating in the community as best as possible.. We seek to ensure they are kept active both in body and mind - developing new skills and contributing as much as possible to a productive life  - this is key to ensuring they are living their best life.  

Just as important as our engagement with our clients is our communication with their family and loved ones. Through our Rockwell Mutual secure portal - family can see updated reports, assessments and engagements with those under our care. We load up videos, photos and messages to provide a degree of ongoing interactivity that you control and to the extent & depth that you wish - you are in control of how much and how frequently you access the information. For matters of urgent or growing concern we will be proactive to engage with you and work through a mutually acceptable solution to the extent you wish to be involved .  

We will always take any query or dispute raised with us in the good faith with which they are intended. We seek to always resolve matters quickly, transparently and to satisfaction of those who are most concerned. We will take ownership of any mistakes and will rectify them to your reasonable satisfaction. If we are unable to resolve the matter at hand with you directly we will happily participate in mediation or arbitration to seek to settle the issue in a cost effective and least stressful manner for everyone.