All callers to PANDA's telephone information, support and resource Helpline can expect to be treated in keeping with the following principles of practice.

Commitment to Social Justice

Equity - a fair distribution of economic, social and cultural resources and services across all members of the community.

Access - a fair and equal access to all PANDA services for all callers and their families affected by post and antenatal mood disorders throughout Victoria. PANDA's services are available to all eligible people regardless of gender, race, ethnicity, age, disability, religion or sexuality. (Access to interpreter services are limited due to resources).

Participation - opportunities for women and their families affected by post and antenatal mood disorders to contribute to the services offered by PANDA staff, volunteers and Committee of Management.

Rights - fair and comprehensive rights, including civil, political, social and economic rights, equally enforceable by all people regardless of their income and social background.

PANDA's Duty of Care

PANDA owes a duty of care to anyone who is a part of the organization or accesses its services. A duty of care is breached when a person behaves unreasonably in a situation.

Privacy and Confidentiality

Staff, volunteers and Committee of Management will respect the confidentiality of information obtained in the course of any contact with callers or their families and will not inappropriately share information with other staff members, volunteers or Committee of Management or networks outside the organisation.

Governed by these principles of practice PANDA staff and volunteers will endeavour to respond to callers with respect and empathy as they work to provide the callers with information, support and resources to the best of their ability and available resources.

PANDA staff and volunteers are trained to seek a degree of information from the caller that is important to the accurate assessment of the caller's situation and identification of the needs for referral and information. Any information collected is kept confidentially in the short term and is ultimately destroyed at the conclusion of the caller's contact with PANDA. At the conclusion of most calls the caller has been informed of the contact details of 2-3 community services and resources in their local area, strategies about how to access these services and the mailing of an information package.