Service Excellence Program

disAbility Living Inc. are proud to announce that in January 2016, the organisation achieved the Certificate Level in the Service Excellence Program.  Our passion for excellence is demonstrated through our continuous improvement approach. We strive to maintain the highest standards, looking after the smallest details and going the extra mile. It means doing our very best in everything, in every way. 

The Service Excellence Principles

The principles adopted by the Australian Service Excellence Standards (ASES) are widely accepted by many quality management frameworks. The principles form the basis of ASES philosophy, standards, assessment, developmental approach and examples of evidence. 

Customer Focused 

Reflecting our respect and understanding of our consumer’s rights to dignity, confidentiality, information, effective communication and choice. Consumer satisfaction with services is measured and complaints and concerns addressed. Appropriate, safe and efficient services are provided ensuring a continuum of care. 

Clear direction with accountability

Inspirational leadership with a strong governance structure. Desired outcomes are identified in providing the best possible services and their achievement measured. 

Continuous learning and innovation

Establishing quality systems and ensuring there are mechanisms that integrate continuous improvement can only add value for an organisation. 

Valuing people and diversity

 Tapping into people’s commitment and capacity to learn at all levels of the organisation is essential. To provide a supportive flexible environment allows for people to reach their potential, whether it is staff, customer or partners. 

Collaborative work practices 

Understanding that strengthening and developing our relationships with our staff, customers, partners and other key stakeholders, provides many advantages in loyalty and pride in the organisation, customer satisfaction and assists to build a culture of innovation and trust. 

Evidenced based decision making

clear rationale, management of risk, analysis of the data and evaluation reports will assist to improve planning processes and services provided. 

Social, environmental and ethical responsibility

Responding to the expectation of the community and adding value to that community. 

Accredited at Certificate Level of the Australian Service Excellence Standards