Client Charter

The client charter is a policy which lists all the rights, you have as a client. Your 'rights' are those things that you are entitled to expect from us. This may include services that you can access or information that you can ask for.

Who is a client?
A 'client' is anyone who seeks support from us. Those who attend our support groups call for telephone advice, who are in contact with our Project Coordinators or support workers are ALL clients.

NPL was set up in 1991. It has specific projects for targetted BME communities. For those BME people who are outside of these groups, we will try our best to give the appropriate advice and alternatively make active referrals or signpost to other organisations, This means if we can't help you we will either try to arrange an appointment with other more suitable organisations or inform you of that organisation's details so that you can contact them directly.

Our ethos
An ethos is a general attitude. Our ethos is that we see and support people regardless (without judgement) of their age, gender, ethnicity, religious beliefs, sexual orientation and disability. This ethos extends to clients, service users, volunteers and staff.

Our work
We provide information and support in a variety of areas including:

• HIV treatment and care and HIV testing
• HIV/STI and prevention and safer sex
• Disclosure of HIV status
• Bereavement
• Sexually transmitted infections testing and Sexual health clinics
• Sexuality, Coming Out and Social Support Groups
• Counselling and one to one support
• Welfare benefits, Legal and immigration issues
• Sex Education

As a Naz Project London client, your rights are as follows:

• IT IS YOUR RIGHT to access our telephone support line for advice and information
• IT IS YOUR RIGHT to ask for a one-on-one meeting with a support worker
• IT IS YOUR RIGHT to see your case file if one is held
• IT IS YOUR RIGHT to be assured of individual confidentiality, This means we will not discuss or speak about your case or your personal circumstances to anyone outside NPL without your prior consent
• IT IS YOUR RIGHT to expect and receive a non-judgmental, discrimination-free and prejudice-free service from NPL.
• IT IS YOUR RIGHT to request to be visited at home, if you are unable to visit NPL offices or other meeting place
• IT IS YOUR RIGHT to ask for financial help with travel costs for attending an appointment arranged by NPL
• IT IS YOUR RIGHT to ask for any information, literature or resources which NPL produces or has relating to sexual health
• IT IS YOUR RIGHT to make use of crèche facilities. This means if you are attending an appointment at NPL and have childcare commitments, we will try to help where ever possible
• IT IS YOUR RIGHT to contribute feedback positive and negative on any of the services delivered by NPL
• IT IS YOUR RIGHT to participate in the work of NPL through any of the volunteer opportunities that might be available or client consultation forums that take place on a regular basis
• IT IS YOUR RIGHT to make a complaint. If you are unhappy with a service or the way you have been treated either by an NPL representative or whilst attending any of our support groups or events you are encouraged in the first instance if this is appropriate to speak with your project coordinator. If you are still not satisfied you should make a written complaint to 'The Director' of NPL. We will respond within 5 working days of receipt of any complaint
• IT IS YOUR RIGHT to have a copy of the equal opportunities policy. You can ask your project coordinator for a copy of this

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