ABSTRACT
From the late 1970s onwards, customers of services have become increasingly seen as active participants who have a part to play rather then passive recipients of welfare. Gradually, services are becoming aware of their prime accountability to the people they are there to serve. Increasingly, efforts are being made to provide services and increase quality in such a way that people who use services can be seen as partners. In attempting to give a strong voice to their customers, services aspire to develop more democratic, participative methods of inclusion.
