Community Access &
Choice and Decision Making Policy

Your Rights and Responsibilities with Western Healthcare Group

At Western Healthcare Group, we are committed to empowering you through quality care and support. As a participant, you have the right to:

  • Make Your Own Decisions: You are in control of the decisions that affect your life and care.

  • Be Treated with Dignity and Respect: We ensure you are free from any form of discrimination, harassment, or abuse.

  • Be Heard: Your voice matters, and we actively listen to your concerns and preferences.

  • Receive Quality Care: We provide services that meet your needs safely and in line with professional standards.

  • Be Fully Involved: You are a key part of setting your own goals and creating action plans for your care.

  • Receive Clear Information: We provide detailed information about the services available to you and how to access them.

  • Have Your Complaints Addressed: Any complaint you make will be taken seriously and dealt with fairly.

  • Express Your Opinions: You are free to share suggestions and opinions with us at any time.

  • Access an Interpreter: If you need language assistance, we will provide an interpreter to help facilitate communication.

Your Consumer Rights

Under Australian Consumer Law, you are entitled to:

  • Fair treatment in all interactions.

  • Accurate information before purchasing products or services.

  • The ability to cancel faulty services.

  • Access to repairs, replacements, or refunds if something goes wrong.

These rights apply to:

  • General products like groceries or household items.

  • Disability-related products such as hearing devices, mobility aids, or assistive technologies.

  • Services like accommodation, personal care, case management, and more.

Representation

You have the right to appoint a representative—whether family, friends, carers, or advocates—to act in your interest. We respect their role in safeguarding your rights and will treat them with the same dignity and attention as we do for you. We are also here to assist you in accessing legal representation or other services if needed.

Community Access

At Western Healthcare Group, we support your freedom to engage with the community in the ways you choose. Our role is to help you achieve the lifestyle and activities you desire. Our dedicated Lifestyle Support Partners provide transportation and assistance to help you access places of interest and attend appointments.

Your Responsibilities

As a participant, you also have responsibilities, including:

  • Communicating your needs to us, asking questions, and providing relevant information.

  • Treating staff and other participants with respect, and refraining from any form of discrimination.

  • Respecting the privacy and confidentiality of others.

  • Actively participating in the development of your care plans and following through on agreed actions.

  • Taking responsibility for your decisions and actions.

  • Keeping appointments or notifying us if you’re unable to attend.

  • Paying any fees or charges you’ve agreed to.

Your Privacy

We are committed to protecting your personal information. You will be informed of any private details we record, and we will seek your permission before sharing this information with others. We also ensure that your records are stored securely and confidentially. If you have concerns about your privacy, feel free to contact us at 0459 770 938 or via email at admin@westernhealthcaregroup.com.

We are here to support you every step of the way at Western Healthcare Group, where your care and well-being come first.