Refusal Of Service
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PROGRAMS AND SERVICES MANUAL
POLICY
REFUSAL OF SERVICE
Service users have a responsibility to be respectful and considerate to other service users, employees and volunteers of the AIDS Committee of Toronto (ACT). The decision to refuse service is usually made by the employee/volunteer in consultation with the supervisor. Wherever possible, if a service user is refused service, that service user is provided with a referral to other ACT services and/or other appropriate agencies.
Individuals may be refused service:
1. where a manager and an employee agree that a service user has contravened the above responsibility.
2. where a service user in a support group threatens or harms fellow group members, is disruptive to the group's ability to function, or breaches the group confidentiality requirement. (See Support Groups: Member Expulsion, PS # 4-20-30; Support Groups: Confidentiality by Members, PS # 4-20-40.)
3. where a service user behaves violently. (See Staff/Volunteer Safety, PS # 2-60.)
4. where a service user is threatening or obscene in interaction with employees, volunteers or other service users.
