Bendigo Community Health Services takes consumer rights seriously.

The rights of our consumers are important but so are the responsibilities of consumers in using our service.

Anyone who uses our services should be informed about rights as a service user and be aware of your responsibilities.

These are outlined below.

We appreciate your support and at times patience in following these guidelines.

You have the right to:

• Be treated with courtesy and respect.
• Receive health care which does not discriminate on the basis of race, religion, gender, age, disability, sexuality or health status.
• Individual, responsive and considerate care.
• Prompt service, subject to staff availability.
• Quality health care from trained and experienced staff.
• Know the identity, professional status and qualifications of staff.
• Request a transfer to, or obtain a second opinion from, an alternative health care worker from the same team, although this may involve travel to a different site.
• Participate in decisions affecting your health care.
• Have a friend, family member or professional advocate with you when receiving a service.
• Decline any advice, information or treatment options given to you by your health care workers and to be fully informed of the consequences of that decision.
• Refuse student involvement in the provision of your health care.
• Refuse to participate in education or research programs.
• Expect that information concerning you will be treated confidentially within Bendigo Community Health Services, according to privacy or information requirements.
• Make a complaint about any matter to Bendigo Community Health Services and to have that complaint resolved through fair and adequate means.
• Continue to receive services after making a complaint.

Consumer responsibilities:

• Treat staff and others in the service with courtesy and respect.
• Respect the privacy of others attending Bendigo Community Health Services.
• Keep appointments and/or if unable to keep an appointment, to notify Bendigo Community Health Services as soon as possible.
• Assist in planning your health care by giving accurate and complete information about your current health concerns.
• Be actively involved in your own treatment, rehabilitation and health care.
• Acknowledge the consequences of your decision if declining advance, information or treatment offered by a health care worker.
• Respect any agreement made between you and your health care worker.

If you have any questions about your rights and responsibilities please email us at This email address is being protected from spambots. You need JavaScript enabled to view it.

BCHS Consumer Information Book

To read or download a copy of our complete Consumer Information Book please click here

Last updated: June 2021