Cardholder Handbook

VICTORIA

2

June 2004

Produced by the Victorian GovernmentDepartment of Human Services,Melbourne, Victoria.

© Copyright State of Victoria, 2003.

Alterations or additions may not be madeto the material in this document, nor maythe information be sold or misappropriated.

The State of Victoria permits andencourages the reproduction of thisdocument, provided it is accurate and theState of Victoria is acknowledged as theowner of copyright.

Companion Card® is a registered trademark of the State of Victoria.

Further information and copies of theVictorian Companion Card CardholderHandbook are available from theCompanion Card web site at:

www.companioncard.org.au

or telephone the Companion Card Information Line on:

1800 650 611

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Cardholder Handbook

Languages and Formats

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Table of ContentsAbout this Handbook 6

Description of terms 6

Why has the Companion Card been developed? 7

Who is the Companion Card for? 8

How is the card used? 9

Who is a Companion? 9

Where can I use the Companion Card? 9

How much does it cost? 10

Is my disability and my need for a companion permanent? 10

How do I demonstrate that I qualify for a Companion Card? 11

How do I apply? 11

What if I do not qualify to receive a Companion Card? 12

Replacement cards 12

Change of address 13

Renewal of Companion Cards 13

Misuse of Companion Cards 13

Complaints / Grievances 14

Cardholder Terms and Conditions 14

Getting more information about the Companion Card 16

- The Companion Card Web Site 16

- Recorded Information Lines 16

- The Companion Card Information Line 16

- Information in other formats 17

- Information in other languages 17

Additional Resources 18

- For further information regarding other disability services 18

- For further information regarding disability discrimination and your rights 18

Privacy 20

The Department of Human Services would like to acknowledge the many individuals, community groups, businesses and industry peak bodies that have contributed to the

development and implementation of the Companion Card program.

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Description of Terms

“Cardholder” – refers to a person with adisability, which may include issuesrelating to ageing and psychiatric illness,whose application for a Companion Cardhas been successful and whosephotograph and details appear on aCompanion Card.

“Companion” – This program uses theterm “companion” to describe a paid orunpaid assistant or carer who providesattendant care type support to acardholder, to enable them to participatein most community activities.

“Affiliate” – is used to describeorganisations, businesses and outlets thatcharge an admission or participation fee,and have officially registered that they willaccept the Companion Card. Victorian-based industries, including those withnational operations or outlets, are eligibleto become affiliates.

“Companion Ticket” – is a second ticketor admission issued for a companion, atno charge, when it is essential for thecardholder to receive attendant care typesupport in order to participate at avenue/activity.

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This handbook is intended to assist you to understand

how the Companion Card® program works. It may help you

to decide if you should apply for a Companion Card.

The handbook provides details of your rights and

responsibilities as a cardholder. In addition, the handbook

explains how to access forms and additional information,

and it lists other resources which may be helpful.

You should read this handbook before you complete the

application form, which can be found in the sleeve at the

back of this handbook. It is recommended that you keep

this handbook in case you need to refer to it later.

About this Handbook

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Why has the CompanionCard been developed?

The Victorian Network On Recreation andDisability (VICNORD) developed theconcept of a Companion Card inresponse to continued concern frompeople with a disability, who found thepricing policies of many entertainment,leisure and recreation venues/activities tobe discriminatory.

People with a disability, who are unableto attend community venues and activitieswithout attendant care support, have aright to equal participation in thecommunity. This fundamental right isprotected under section 42 of the EqualOpportunity Act 1995 (Vic) and section 8of the Disability Discrimination Act 1992(Cwlth). Both these Acts make it unlawfulto discriminate against a person whorequires the assistance of a companion.

In the past, a person with a disability whoneeded attendant care type support froma companion in order to participate atmost venues/activities in the community,has sometimes been required to pay twoadmission and/or booking fees; one forthemselves and one for their companion.

This practice is discriminatory because ithas the effect of doubling the admissionand/or booking price for the person with adisability.

A number of venue/activity operatorshave attempted to address this inequityand have allowed free admission forcompanions. To date, however, theseorganisations have not had a simple orconsistent method of identifying who maylegitimately require a companion.

The Companion Card has beendeveloped to promote the existing right ofpeople with a disability to fair ticketing. It is not a discount scheme, concession orbenefit; nor is it a new responsibility.

The Companion Card is one easy way todemonstrate the requirement of acompanion, and will assist industry tocomply with relevant disability anti-discrimination legislation.

The Companion Card is a not for profitprogram. Administration of the program isfunded by the Victorian Governmentthrough the Community Support Fund,Strategic Initiatives Fund.

Facilities, organisations or potentialcompanions are not eligible to apply for aCompanion Card. Cards will only beissued in the name of, and will remain theproperty of, the person who has adisability. This enables the cardholder tochoose whom they prefer to take as acompanion to each venue/activity.

How is the Card used?

The Companion Card can be presentedwhen booking or purchasing a ticket,provided the cardholder requiresattendant care support from a companionin order to access that particular venue oractivity. Participating (“affiliate”)organisations will recognise theCompanion Card and will issue thecardholder with a second ticket for theircompanion at no charge.

Cardholders can only use their card toreceive a Companion Ticket if they cannotaccess or participate at that particularvenue or activity without attendant caresupport from a companion.If a cardholder previously attended anactivity independently, this arrangementshould continue unchanged.

The success and expansion of theCompanion Card is, in part, dependentupon the good will of both cardholdersand affiliates. Cardholders must only usetheir card if attendant care type support isrequired for that particular activity orevent. Attempts to use the CompanionCard when a companion is not requiredare likely to jeopardise the willingness ofindustries to participate in the program,and may result in card cancellation.

Who is a companion?

A companion may be a paid or unpaidperson whose attendant care support isessential in order for the cardholder to beable to access an activitiy or event. The cardholder can choose whom theywish to have as their companion, and thismay vary depending on the activity andthe occasion.

A person is not considered a companion ifthey are required for only reassurance,social company or encouragement; or ifthey are present to compensate for aparticular venue’s lack of accessibility.

Where can I use theCompanion Card?Affiliates are organisations, businessesand outlets that charge an admission orparticipation fee, and officially register toparticipate in the Companion Cardprogram. Victorian-based industries,including those with national operations oroutlets, are eligible to become affiliates.

The Companion Card program is aVictorian-based initiative and has beendeveloped with an initial focus onVictorian recreation, leisure, social andcultural venues/activities. Other industriesmay also choose to participate in theprogram. Look for the distinctiveCompanion Card logo displayed byaffiliates at the entrance of businesspremises or on their promotional andadvertising material.

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Who is the CompanionCard for?The Companion Card is for people with asignificant, permanent disability, who areunable to participate at most availablecommunity venues and activities without acompanion to provide attendant care typesupport, for the rest of their life.

Attendant care type support includessignificant assistance required withmobility, communication, self-care, orlearning, planning and thinking, where theuse of aids, equipment or alternativestrategies do not enable the person tocarry out these tasks independently. It does not include providing onlyreassurance, social company orencouragement.

The Companion Card was not developedto overcome or compensate for anyparticular venue’s lack of accessibility;including the absence of ramps, lifts,accessible toilets, appropriate signage orcaptioning, etc. Responsibility for theseaccess issues remains with venue andactivity operators.

The Companion Card is not issued toevery person who has a disability. The card is issued to people who candemonstrate that they would not be ableto participate at most venues and

activities without a companion, and thatthis need is life-long. Companion Cardscannot be issued if the applicant is likelyto become independent in the future as aresult of treatment/management, training,recovery or developmental improvements.Companion Cards can only be issuedwhen an ongoing need for a companioncan be demonstrated.

There are no income or assets testsapplied to applications for a CompanionCard, and people may apply irrespectiveof their employment status or nationality.

Companion Card applicants must meetcriteria developed by the VictorianDepartment of Human Services.

In summary, you can apply for a card ifyou can demonstrate:

1. You live in Australia, or you reside in Australia under a valid visa; and

2. You have a significant, permanent disability; and

3. Due to the impact of your disability,you would be unable to participate atmost community venues or activitieswithout attendant care support; and

4. Your need for a companion will be life-long.

How do I demonstratethat I qualify for aCompanion Card?

You can demonstrate your need for aCompanion Card in one of two ways:

1. You currently receive one of thespecific supports or services listed in theCardholder Application Form. People who receive these supports or serviceshave all previously undergone anassessment that demonstrated theirrequirement for a Companion Card.

OR

2. You can demonstrate that you areunable to participate at most venues andactivities without attendant care supportwith mobility, communication, self-care orlearning, and that this need is life-long.

How do I apply?

An application form must be completedand submitted to the Companion Cardprogram. An application form can befound at the back this handbook.

Application forms can also bedownloaded from the Companion Cardweb site, or you can telephone theCompanion Card Information Line torequest that a form be posted to you.

Do not use a photocopied applicationform.

You will need to submit two identical,colour, passport photographs (from apassport photo outlet) with yourapplication.

Your photograph will be printed on thecard and will be used by event operatorsto identify you as the cardholder, therefore the photograph must be clearand current. Venue/activity operators mayrefuse to issue a Companion Ticket if thephotograph on your card does not looklike you. The photographs must be a fullfront view of your head and shouldersonly.

Your photographs cannot be returned toyou regardless of the outcome of yourapplication.

The photographs, along with yourcompleted application form, need to besigned by a relevant professional who canverify that the photographs represent youand that the information contained in theapplication form is correct.

The application form indicates whichprofessionals can sign your form. A professional can only sign yourapplication if they are confident of theaccuracy of the information containedwithin it. To assist your application, ask aprofessional who knows you well or whoyou believe is able to assess your needfor a companion to provide attendant caresupport.

The people involved in your applicationare likely to be contacted to verify theaccuracy of the information you provide.There are penalties for anyone providingany false information in a CompanionCard application.

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A directory of organisations that acceptthe Companion Card will not bepublished. It is expected that over time,the card will become widely accepted byactivities and venues that chargeadmission.

If there is a venue or activity that you wishto attend, it is your responsibility to checkwith the venue, at the time of bookingyour tickets, if they will accept yourCompanion Card.

Some venue/activity operators may notknow about the Companion Card (or maynot display the logo), but may still acceptyour card if you show it to them or tellthem about it. The back of your cardprovides a web site address andtelephone number for venue and activityoperators to access more informationabout the Companion Card and to find outhow to affiliate with the program. It isanticipated that by raising awareness inthis way, many more organisations andindustries will participate in the programand thus recognise the rights of peoplewho require a companion.

How much does it cost?

Administration of the Companion Card is funded by the Victorian StateGovernment through the CommunitySupport Fund, Strategic Initiatives Fund.Cards are issued free of charge.

Is my disability and myneed for a companionpermanent?

Permanent disabilities are those that willbe present or are likely to be present forthe rest of your life, even if the effects ofthe disability may fluctuate.

Disabilities that are not likely to continuefor the rest of your life are not regardedas permanent, even though they maypersist over long periods of time.

A permanent need for a companionmeans that you will require a companionfor the rest of your life, to provideattendant care support so that you canparticipate at most venues and activities.Applicants with conditions that are subjectto change or improvement may not beable to demonstrate a life-long need for acompanion, and therefore may not beable to hold a Companion Card until theirongoing support needs are clear.

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Change of address

If you wish to up-date your mailingaddress, you can advise the CompanionCard program by completing aReplacement / Change of Details form. A replacement card will not be issued fora change of address, as it does not affectthe details on the card.

Renewal of CompanionCards

Companion Cards are printed with anexpiry date on the bottom right handcorner. After this period all cardholderswill need to renew their card. The renewalperiod is based on -

• The physical life expectancy (wear andtear) of the card;

• The requirement for photographs toremain reflective of the cardholder’s appearance;

• The potential for change in the support requirements for some cardholders.

To renew your card, you will need tocomplete a new Cardholder ApplicationForm and return it to the Companion Cardprogram.

You can apply for a renewal card up to 6months before your existing card is due toexpire.

You can download a CardholderApplication Form from our web site ortelephone the Companion CardInformation Line to request a form tobe posted to you.

Misuse of Companion Cards

The Companion Card is not a newresponsibility; nor is it a benefit or adiscount scheme. It simply ensures thatpeople who are unable to attend venuesand events without a companion toprovide attendant care support, are notcharged two admission fees. Responsibleuse of your Companion Card will ensurethat organisations continue to participatein the program.

You must only use your Companion Cardif you are unable to participate at aparticular venue or event withoutattendant care support; not if you needsomeone for reassurance or socialsupport. If you have previously attendedan activity independently, thisarrangement should continue unchanged.

The potential for misuse of theCompanion Card has been minimised bya robust application process that ensuresthe Companion Card reaches its intendedtarget group.

The card itself has been designed with alarge number of security features.Participating organisations will be able touse these to verify cardholder informationwhen taking bookings and distributingtickets. Attempted misuse by cardholdersmay result in card cancellation.

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What if I do not qualify to receive a CompanionCard?

The Companion Card will only be issuedto people who meet all of the criteria forthe program. There may becircumstances whereby a person mayrequire a companion but does not qualifyto receive a Companion Card. Examples include: a person experiencinga temporary disability; a person whoseexpected development or recovery maymean that they will not require acompanion in the future; or a person whois affected by the specific inaccessibility ofa particular venue. In situations such asthese, it is up to the individual and thevenue/activity operators to negotiate analternative method to verify the need forcompanion access.

Replacement Cards

You can request a replacement card if - • You lose your Companion Card; • Your Companion Card is stolen or

damaged; • You change your name; • Your photograph needs to be

up-dated.

To request a replacement card, you willneed to complete a Replacement /Change of Details form and submit this tothe Companion Card program.

To obtain a Replacement / Change ofDetails form, visit our web site ortelephone the Companion CardInformation Line to request a form tobe posted to you.

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Complaints /Grievances

If you have a complaint about therecognition of your Companion Card, orissues regarding access or unfairtreatment at venues/activities, you shouldseek to resolve the issue with thevenue/activity management in the firstinstance.

If you are not satisfied with the responseyou receive from the venue/activity, youmay like to contact one of the supportagencies listed in this handbook under“Additional Resources”.

If you have a grievance regarding theoutcome of your Companion Cardapplication, you can request a review ofyour application. Telephone theCompanion Card Information Line fordetails on how to do this.

Cardholder Terms andConditions

1. The Companion Card must only beused when the cardholder requires theassistance of a companion to participateat a particular venue/activity.

2. Only the person whose photographand details appear on the CompanionCard can use the card.

3. Companion Tickets cannot be usedwithout the Companion Card cardholderbeing present.

4. Companion Card cardholders mustinform the venue/activity operator of theirrequirement for a Companion Ticket at thetime they book or purchase their ownticket.

5. Acceptance of the Companion Carddoes not indicate that the venue/activity isaccessible. Cardholders are advised tocheck accessibility with the venue/activityoperator before booking tickets.

6. The minimum expectation ofCompanion Card affiliates is that they willissue cardholders, who require assistanceto participate, with one Companion Ticketor admission, at no charge. This ticket willbe exempt from all booking fees.

7. Where a cardholder has a requirementfor more than one companion, thecardholder must negotiate this with thevenue/activity operator at the time ofbooking.

8. The Companion Card can be used toobtain a companion Ticket for anyprograms, services and sessions run by

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affiliated venue/activity operators. Thiswill be subject to the usual admissionavailability and conditions.

9. The Companion Card can be used inconjunction with any recognisedconcession cards.

10. Cardholders must provide theirCompanion Card details when makingtelephone bookings, and must presenttheir valid card during ticket collection,and at any time when asked during theactivity. If cardholders cannot present theircard, they may be charged for theCompanion Ticket.

11. Affiliated venues/activities mustensure cardholders are able to be locatedphysically close to their companions.Companions must remain close tocardholders to assist them as required.Cardholders with specific seatingrequirements must inform thevenue/activity operator at the time ofbooking.

12. Some venue/activity operators maycharge for participation over and abovegeneral admission costs (e.g. a fee forrides in addition to an entry fee at a funpark). Affiliated venues/activities mustissue a Companion Ticket for bothadmission and for additional componentssuch as rides etc., if the cardholderrequires assistance in order to participate.

13. Companion Cards may be used topurchase a package deal for thecardholder that combines admission costswith ancillary components such as mealsetc. When booking a package deal,cardholders must check with thevenue/activity operator, what is included

with the Companion Ticket. It is essential that the companion’ssupport to the cardholder is not disruptedif the ancillary components are notincluded in the Companion Ticket. Forexample, if meals are not included, thecompanion must be able to bring oraccess food in a manner that enablesthem to provide continual support to thecardholder.

14. Booking and ticket distributionpractices for Companion Tickets shouldnot be more difficult than the standardticketing practices of the affiliatedvenue/activity.

15. If an affiliated venue/activity operatorsuspects a Companion Card is beingmisused, they can report this to theCompanion Card program. Proven misuseof the Companion Card may result in thecard being cancelled, and the cardholderwill be ineligible to reapply.

16. It is understood that the applicantaccepts the Companion Card CardholderTerms and Conditions when they submit a Cardholder Application Form.

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Information in Other Formats

This handbook can be made available in various formats.

To obtain a copy in the format yourequire, visit the Companion Card website or telephone the Companion CardInformation Line.

Information in Other Languages

This handbook can be made available in various languages.

To obtain a copy in the language that yourequire, visit the Companion Card website, or telephone the Companion CardInformation Line directly or via therelevant Multilingual Information Line.

The Multilingual Information Lines providerecorded information regarding theCompanion Card 24 hours per day. They can also connect callers tointerpreters to speak with the CompanionCard Information Line during businesshours.

Multilingual Information LineTelephone Numbers

Amharic 1300 305 601Arabic 1300 305 602Cantonese 1300 305 603Croatian 1300 305 604Greek 1300 305 607Italian 1300 305 608Macedonian 1300 305 609Mandarin 1300 305 610Polish 1300 305 612Russian 1300 305 613Serbian 1300 305 614Somali 1300 305 615Spanish 1300 305 616Turkish 1300 305 617Vietnamese 1300 305 618Other Languages 1300 305 619

Getting more informationabout the Companion Card

The Companion Card web site

www.companioncard.org.au

This web site provides a range ofinformation about the Companion Cardprogram, translations of key information,answers to frequently asked questions,and links to other useful web sites.

Copies of this handbook, the applicationform, and a range of other CompanionCard forms can also be downloaded from the web site.

Recorded Information Lines

Recorded information is available 24hours per day. The Recorded InformationLines provide a summary of the programand answers to frequently askedquestions in various languages.

For recorded information in Englishtelephone 1300 305 620.

For recorded information in languagesother than English, telephone the relevant Multilingual Information Line. (See details on page 17 or on the insidefront cover of this handbook.)

The Companion Card InformationLine

The Companion Card Information Linestaff are available during business hoursto respond to queries regarding theCompanion Card program and can alsoassist you with questions regarding theapplication form.

Copies of this handbook, the applicationform, and a range of other CompanionCard forms can be obtained by contacting the Companion CardInformation Line. Telephone 1800 650 611(English speaking)

If you do not speak English, you canconnect to the Companion CardInformation Line with the assistance of an interpreter by telephoning the relevant Multilingual Information Line. (See details on the opposite page or onthe inside front cover of this handbook.)

If you are Deaf, have a hearingimpairment, or have complexcommunication needs, and you would like to access the Companion CardInformation Line, please telephone:

• The Companion Card TTY on 1800 898 888, or

• The National Relay Service on 13 36 77, or

• The Speech-to-Speech Relay Serviceon 1300 555 727.

Ask to be connected to the CompanionCard Information Line on 1800 650 611.

Equal Opportunity CommissionVictoria (EOCV)EOCV provides information about equalopportunity rights and responsibilitiesthrough its Advice Line and helps peopleresolve complaints of unlawfuldiscrimination or harassment through itsconciliation service.

These services are impartial, confidentialand free.

Telephone: (03) 9281 7111Toll free: 1800 134 142TTY: (03) 9281 7110Facsimile: (03) 9281 7171Web site: www.eoc.vic.gov.auE-mail: eoc@vicnet.net.au

Human Rights and Equal OpportunityCommission Human rights education is one of the coreresponsibilities of the Commission alongwith the investigation and attemptedresolution of complaints about breachesof human rights and anti-discriminationlegislation.

Telephone: (02) 9284 9600 Web site: www.humanrights.gov.auGeneral enquiries and publications:1300 369 711TTY: 1800 620 241Facsimile: (02) 9284 9611Complaints Infoline: 1300 656 419 or complaintsinfo@humanrights.gov.au

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Additional Resources

Note: The Companion Card InformationLine can assist you only with queriesdirectly relating to the Companion Card.

For further information regardingother disability services

The Disability Online web site

www.disability.vic.gov.au

Disability Online provides comprehensiveinformation including:

• A Victorian directory of disability-related services,

• An activities calendar, • The latest disability-related news, • Disability and health related articles • A portal into other useful disability-

related web sites to use as a resourcefor further high-quality information.

Yellow PagesSee ‘Disability Services and SupportOrganisations’ in the Yellow Pages.

Department of Human Services Intakeand Response Team providesinformation about community supportsand services for people with a disability,their families and carers in your localarea.

Telephone 1800 783 783

For further information regardingDisability Discrimination and YourRights

Disability discrimination is unlawful under state and federal laws. If you feelthat you have been discriminated against,you may be able to get further informationand advice from the following resources:

Victorian Legal Aid provides free legaladvice and can represent you in court ifyou are eligible for legal aid.

Telephone (03) 9269 0234 (metro)or 1800 677 402 (country callers)

Local community legal centres providefree legal advice and assistance. Contact the Federation of CommunityLegal Centres to get details of thecommunity legal centre nearest to you:

Telephone (03) 9602 4949

Disability Discrimination Legal Serviceis a community legal service specialisingin disability discrimination law and offersfree information, advice and assistance.

Telephone (03) 9602 4877 (voice) or (03) 9602 4135 (TTY) orEmail: info@ddls.org.au

Villamanta Legal Service is a communitylegal service that offers free informationand advice, specialising in disability-related legal issues.

Telephone 1800 014 111 (free call in Victoria)

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Privacy

The information supplied to theCompanion Card program will berecorded and stored in a database andused solely for the purposes ofadministering the Companion Cardprogram and, where consent is given, for evaluation purposes. Informationcollected can be accessed via a Freedomof Information request.

You will not be sent any material that isnot directly related to the CompanionCard program.

The information will not be shared, usedor disclosed to anyone who is notinvolved in the administration,implementation or evaluation of theprogram.

The information supplied will be handledin accordance with the privacy principlescontained in the Information Privacy Act2000 (Vic), and the Health Records Act2001 (Vic).

For more information about privacy, youcan refer to:

• The Health Services Commissionerwww.health.vic.gov.au/hsc/

• The Privacy Commissioner for Victoriawww.privacy.vic.gov.au

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The Companion Card Application Formshould be located in the sleeveopposite.

Please do not use a photocopiedapplication form. You can download theapplication form from the CompanionCard web site:

www.companioncard.org.au

Or telephone the Companion CardInformation Line and request additionalforms to be posted to you:

Telephone: 1800 650 611

TTY: 1800 898 888

National Relay Service: 13 36 77

Speech to Speech Relay Service: 1300 555 727

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Cardholder Application Form

www. companioncard.org.au

.org.au