Rules for service provision

HOW DOES THE CONSULTATION PROCESS WORK FOR SERVICE APPLICANTS?

Our professional staff conduct consultations with service applicants, during which they:

• Verify whether the applicant falls within the target group for the service.
• Provide information about the service, its content, objectives, and the conditions under which it is offered.
• Assess the applicant’s needs and expectations regarding the service.
• Inform the applicant about the possibility of using the service based on an oral or written agreement, or anonymously. The applicant always makes a free and independent decision on whether to use the service.

CAN THE SERVICE BE REFUSED?

PPI may refuse to provide a service only in the following cases:

• The applicant does not belong to the target group for the social service.
• The requested service is not provided by PPI.
• There is insufficient capacity to provide the social service.
• The applicant shows signs of intoxication or aggressive behavior.

WHO CAN BECOME A PPI CLIENT?

• A service applicant becomes a client by signing a GDPR consent form and concluding a written or oral agreement.
• Any foreigner with a valid residence permit in the Czech Republic, regardless of age, can become a client. The specific target group is defined in §4 of Act No. 108/2006 Sb., on Social Services.

PRINCIPLES OF THE PROVIDED SERVICE

• Services are provided free of charge.
• Staff ensure the protection of clients’ dignity.
• Services are tailored to the individual needs of clients.
• The services aim to promote the client’s independence.
• Services are provided with respect for the client’s wishes.

WHEN CAN SERVICE PROVISION BE TERMINATED?

If a client is dissatisfied with the service or has any other reason to stop cooperating with our organization, they have the right to terminate the service at any time without providing a reason.

PPI may also terminate the service provision in the following cases, either in writing or orally, stating the reason:

Written Termination

The service will be terminated in writing if:

• The reasons for which the client was using the service no longer exist.
• The client no longer falls within the target group.
• PPI is no longer authorized to provide the given service.
• The client violates the obligations they agreed to in the service agreement.

A written notice of service termination must include the reason and justification based on the above criteria.

Oral Termination

The service will be terminated orally if:

• The client is aggressive toward PPI staff or other individuals in the service premises.
• The client deliberately damages PPI property.
• The client is under the influence of intoxicating substances and unable to cooperate constructively.
• The client repeatedly (three consecutive times) fails to attend scheduled meetings without an excuse.
• The client refuses to sign a written consent for processing personal data necessary for service provision.
• The client does not actively participate in resolving their case.
• The client repeatedly provides false information.

Oral termination of services for the above reasons does not prevent the client from reapplying in the future if the reason for termination no longer applies.

HOW TO FILE A COMPLAINT ABOUT SERVICE QUALITY?

A complaint can be submitted:

• Orally (in person or by phone).
• In writing (in person, by mail, by email, or by dropping it into the complaint box located at the PPI office entrance labeled “Complaints, Suggestions, and Feedback”).
• Anonymously, if preferred.
• Using the official complaint form.

Procedure for Handling Complaints Against PPI Staff:

• Complaints against a regular staff member are handled by the department head.
• Complaints against a department head are handled by the director or the branch manager in Ústí nad Labem.
• Complaints against the branch manager are handled by the director.
• Complaints against the director are handled by the governing board.

After verifying and evaluating the available information, the designated personnel (the head of the social department, the legal team coordinator, and the director) will decide whether the complaint is:

1. Justified – A mistake was made by the service provider or its staff. In this case, corrective measures will be taken (e.g., an apology, changes in service procedures, etc.). If financial damage is involved, the director, in cooperation with the governing board, will handle compensation.
2. Unjustified – The organization or its staff acted correctly, and no misconduct occurred.
3. Unverifiable – If the complaint is based on conflicting statements without supporting evidence (e.g., situations that occurred without witnesses), preventive measures will be recommended to avoid similar issues in the future.

In all cases, the complainant will be informed in writing about the outcome of the complaint review and any corrective measures taken. The complainant also has the right to request an independent organization to review the handling of their complaint.

DO YOU NOT SPEAK CZECH WELL?

If the service applicant does not speak the same language as the staff member providing the consultation, PPI staff will arrange for intercultural workers or external interpreters to assist with translation. If no PPI staff member speaks the client’s language, the client must arrange for an interpreter themselves. PPI staff can help the applicant find a suitable interpreter if needed.

ARE YOU UNDER 15 YEARS OLD?

If the applicant is under 15 years old, they must provide written consent from their legal guardian to use the social service.

WHAT HAPPENS IF MY SERVICE REQUEST IS REFUSED OR TERMINATED?

• If a service request is refused, the staff will provide basic social counseling and inform the applicant about alternative social services they may use.
• If a service is terminated (whether in writing or orally), PPI staff are still obligated to provide the client with basic social counseling and inform them about other available social services.

 

 

Social and legal counseling is provided as part of a registered social service – Professional Social Counseling – under Act No. 108/2006 Sb., on Social Services.

Information HERE..