Customer Rights and Responsibilities

Everyone who is seeking or receiving care in the Australian health system has certain rights regarding the nature of that care. These are described in the Australian Charter of Healthcare Rights

The rights included in the Charter relate to access, safety, respect, communication, participation, privacy and comment.

At Safe Sleep Space, we respect the rights and responsibilities of all our customers.

What are my rights as a customer?

As a customer of Safe Sleep Space you have the right to:

  • be treated with dignity and respect.
  • receive fair treatment, regardless of race, ethnicity, creed, religious belief, sexual orientation, gender, age, health status, or source of payment for care.
  • have your treatment and other customer information kept private. Only by law may records be released without your permission.
  • access care easily and in a timely fashion.
  • share in developing your plan of care.
  • receive delivery of services in a culturally competent manner.
  • receive information about our organisation, our providers, services, and role in the treatment process.
  • receive information about provider work history and training.
  • receive information about clinical guidelines used in providing and managing your care.
  • know about advocacy and community groups and prevention services.
  • be able to freely file a complaint, grievance, or appeal, and to learn how to do so.
  • know about laws that relate to your rights and responsibilities.
  • know of your rights and responsibilities in the treatment process.
  • gain access to all the information held about you unless; 
    • giving access would pose a serious threat to the life and health of anyone
    • where refusing access is required by law.

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What are my responsibilities as a customer?

You are also responsible for your behaviour and care.

You should try to:

  • give us the information we need, in order to provide the best possible care.
  • ask questions about your care.
  • help develop and follow the agreed-upon treatment plans for your care.
  • let us know when the treatment plan no longer works for you.
  • keep your appointments. Customers should call us as soon as possible if you need to cancel visits.
  • let us know about problems with paying fees.
  • be considerate of staff.
  • not take actions that could harm others.
  • openly report concerns about quality of care.
  • let us know about any changes to your contact information (name, address, phone, etc.).

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