Client Rights

As a client of Banyule Community Health, it's important to know your rights

Click here to read more about the Australian Charter of Healthcare Rights

Do you want to make a SUGGESTION, COMMENT, COMPLIMENT OR COMPLAINT?

You have the right to give feedback about the service which includes making a complaint. Feedback helps us improve our services and can be given anonymously.

You can give feedback in the following ways:
• Directly to your service provider - this is appreciated, quick and effective
• By filling out a feedback form located at Reception and putting it in the Suggestion Box
• Asking a staff member to complete a feedback form for you
• Online - click here to go to our feedback page.
• Telephone - 9450 2000
• Email banyule@bchs.org.au

How to make a complaint:

If you would like to make a complaint online you can click here to go to our feedback page.
If you are visiting the centre please ask a staff member for a Opportunity for Improvement form.
Once the complaint has been recieved you will be sent an acknowledgement letter and a formal response will be sent within 14 days.

If you are unhappy with the response you can then contact the Health Services Commissioner.
Office of the Health Services Commissioner:
Level 30
570 Bourke Street
Melbourne Vic 3000
www.health.vic.gov.au/hsc

If you are aged 65 years or over & receive any of these services from Banyule Community Health

Physiotherapy     Dietetics     Podiatry      Occupational Therapy

and you have made a complaint and are not satisfied with how it was handled by BCH you can contact…

Department of Social Services (DSS) Complaints line

Telephone: 1800 634 035
 Fax: (02) 6133 8442
 Email: complaints@dss.gov.au
 Mail: DSS Feedback, GPO Box 9820, Canberra ACT, 2601
 Web site: https://www.dss.gov.au/contact/feedback-compliments-complaints-and-enquiries

OR

Aged Care Complaints Commissioner who is independent of the Department of Health

Telephone: 1800 550 552
 Email: enquiries@agedcarecomplaints.gov.au
 Mail: Locked Bag 3, Collins Street East, VIC 8003
 Web: https://www.agedcarecomplaints.gov.au/

How to access an Advocate:

Office of the  Public  Advocate
Phone: 1300  309  337
Web: www.publicadvocate.vic.gov.au
OPA is an independent statutory body established by the Victorian State Government.
OPA works to protect and promote the interests, rights and dignity of people with a disability.

North East  Citizen Advocacy
Phone: 8407  3684
Web: www.citizenadvocacy.eom.au
56 Gabonia  Ave, Watsonia  South  3087
Local advocacy agency  providing short  and long term advocacy.
The NECA program works throughout the area to link  up with  people who have an intellectual disability and need support to deal with  issues in their  lives.

Aborigines' Advancement League
Phone: (03) 9480  7777
Information, referral, advocacy, counselling and support are available to Koori people on issues such as housing, health, finance, law, education, employment and recreation.

Disability Advocacy Resource Unit (DARU)
Phone: 9639  5807
Web: www.daru.org.au
DARU is a statewide service established to support the disability advocacy sector. 
A directory of advocacy organisations is available through its website.

Action on Disabilities within Ethnic Communities (ADEC)
Phone:  (03) 9480  1666
Web: www.adec.org.au                                
Advocacy  for people  with  disabilities from a non-English speaking background

Leadership Plus Inc. (formerly Action for Community Living)
Phone: (03) 9489  2999
Web: www.leadershipplus.com
Leadership Plus provides individual advocacy  to people  with  disabilities across
metropolitan Melbourne. They also pr.ovide specialist individual advocacy  support to people with  an Acquired  Brain Injury.

Alzheimer's Australia
Phone: 9815  7800
Web:   http://www.fightdementia.org.au/victoria.aspx
Alzheimer's Australia is the peak body providing support and advocacy for Australians living with dementia.

Disability Rights Victoria
Phone: (03) 9489  2999
Provides legal advice and assistance to people affected by the Disability Discrimination Act making a complaint

Victorian Advocacy League for Individuals with a Disability (VALID)
Phone: (03)  9416  4003
Web: www.valid.org.au
Provides information and advocacy  support to people with  intellectual disabilities, their families carers  and advocates

Association for Children with a Disability
Phone: (03) 9818  2000 
Web: www.acd.org.au
Assists families of children (aged  0-18  years)  with  a disability with  information, support and advocacy