The Australian Charter of Healthcare Rights sets out what everyone can expect when receiving health care in Australia. This page explains each right in plain language, and what it means at our Hoppers Crossing practice.
The Australian Charter of Healthcare Rights (second edition) was developed by the Australian Commission on Safety and Quality in Health Care. It applies across the whole health system, including private dental practices like ours, and describes seven rights for anyone receiving care.
It gives patients, families, carers and health professionals common ground about what safe, respectful care looks like. You can read the full Charter, including versions in other languages, on the Commission's website.
Our dentists and team use the Charter to guide how we communicate, plan treatment and respond when you raise a concern. Each right is summarised below, followed by what it looks like in practice on Sayers Road.
If anything is unclear, or you feel one of your rights has not been respected, please tell us. You can speak with any member of our team or use our patient feedback page.
Each right is described in our own words. The Commission's website has the official wording.
You have a right to health services and treatment that suit your needs.
At Sayers: we are open Tuesday to Saturday and keep time for urgent problems. Eligible children can be bulk billed under the Child Dental Benefits Schedule, and if you need care we do not provide, we will help arrange a referral.
You have a right to safe, high-quality care in an environment where you feel safe.
At Sayers: we review your medical history and medicines before treatment, follow sterilisation and infection control procedures at every appointment, and want to know if anything makes you feel unsafe.
You have a right to be treated as an individual, with your culture, identity, beliefs and choices respected.
At Sayers: tell us about any cultural, religious, language or accessibility needs, and we will accommodate them where we reasonably can.
You have a right to ask questions, be involved in decisions to the extent you choose, and include the people you want.
At Sayers: you are welcome to bring a family member, carer or support person, and you can take time to consider a treatment plan before agreeing to it.
You have a right to clear information about your condition, the benefits and risks of each option, and the likely costs, so you can give informed consent.
At Sayers: your dentist explains the options, including doing nothing, and provides a written plan and estimate for more involved treatment. If something goes wrong, we will tell you what happened and what we are doing about it.
You have a right to have your personal privacy respected and your health information kept secure.
At Sayers: we handle your information in line with Australian privacy law and share it with other health providers only when it is needed for your care, when you agree, or when the law allows. See our privacy policy.
You have a right to give feedback or make a complaint without it affecting your care, and to have concerns dealt with openly and promptly.
At Sayers: we welcome compliments and concerns alike, and use what you tell us to improve.
If you would like help understanding any of these rights, or how they apply to your care, ask any member of our team.
Share feedback: Not sure? Ask usConsent is not a form you sign in a hurry. It is a conversation, and you can ask questions or change your mind before treatment begins.
Some procedures need written consent; others can be agreed verbally. Where a patient cannot make their own decisions, we involve a guardian or substitute decision-maker.
Most concerns can be resolved quickly by talking with your dentist or our Practice Manager. You can also email feedback@sayersdental.com.au or use our patient feedback form.
Raising a concern will never affect the care you receive from us.
You can contact the Health Complaints Commissioner in Victoria, which handles complaints about health services. Concerns about a registered practitioner can also be raised with AHPRA.
You can ask to see your dental records at any time, and our team will explain how to request a copy.
It is a national charter, developed by the Australian Commission on Safety and Quality in Health Care, that describes seven rights for people receiving health care: access, safety, respect, partnership, information, privacy and giving feedback. It applies in hospitals, clinics and private practices, including dental practices.
Yes. You are welcome to bring a family member, carer or support person, and to include them in decisions about your treatment if you wish.
Yes. You have a right to access the health information we hold about you. Ask our team and we will explain how to request a copy.
No. Feedback and complaints help us improve, and raising a concern will not change how we treat you. You can speak with us directly or use our patient feedback page.
You can contact the Health Complaints Commissioner in Victoria, or raise a concern about a registered dental practitioner with AHPRA.
Call our Hoppers Crossing team or book online. If you would like to talk about your rights or raise a concern, ask to speak with our Practice Manager.
Our reception team can help with bookings, questions and urgent appointments.
Tue to Thu · 9:00am to 5:00pm
Fri · 10:00am to 6:00pm
Sat · 9:00am to 4:00pm
Sun and Mon · Closed
Free on-site parking
In the Montessori Minds Hoppers Crossing building, a few minutes from Thomas Carr College.
