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


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 - (03) 9450 2000
• Email

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

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
 Mail: DSS Feedback, GPO Box 9820, Canberra ACT, 2601
 Web site:


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

Telephone: 1800 550 552
Mail: Locked Bag 3, Collins Street East, VIC 8003

How to access an Advocate:

Older Persons Advocacy Network (OPAN)
Phone: 1800 700 600 
OPAN organizations offer independent and confidential services that focus on supporting older people (and their representatives) to raise and address issues to accessing and interacting with Commonwealth funded aged care services including My Aged Care/CHSP services, Residential Aged Care, Home Care Packages, ACAS.

Office of the Public Advocate
Phone: 1300 309 337
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: (03) 8407 3684
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: (03) 9639 5807
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
Advocacy  for people  with  disabilities from a non-English speaking background.

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

Alzheimer's Australia
Phone: (03) 9815 7800
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
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 
Assists families of children (aged  0-18  years) with a disability with information, support and advocacy.