Regulation 12 Information about the service
The service provider must prepare a written guide to the service.
The guide must be—
dated, reviewed at least annually and updated as necessary;
in an appropriate language, style, presentation and format, having regard to the statement of purpose for the service;
given to any individual who is receiving support;
made available to others on request, unless this is not appropriate or would be inconsistent with the well-being of an individual.
The guide must contain information about—
how to raise a concern or make a complaint;
the availability of advocacy services;
the role and contact details for the Children’s Commissioner for Wales.
The service provider must ensure that an individual receives such assistance as is necessary to enable the individual to understand the information contained in the guide.