Client Rights and Responsibilities
Your rights as clients of Heartwood Play Therapy are protected by the Australian Charter of Healthcare Rights. These rights ensure that every child and family receives safe, respectful, and high-quality therapeutic services.
Your healthcare rights are protected by the Australian Charter of Healthcare Rights, which applies to all healthcare services in Australia, including mental health and play therapy services. These rights are essential to ensure that wherever and whenever therapy is provided, it is safe, effective, and respectful.
Your Seven Fundamental Rights
You have the right to access play therapy services when you need them.
What this means for your family:
- •Right to receive therapy services regardless of your background, culture, or circumstances
- •Access to services through multiple funding options including NDIS, Medicare, and private payment
- •Right to reasonable waiting times for initial appointments and ongoing sessions
- •Access to interpreter services if English is not your first language
- •Right to accessible facilities and accommodations for physical disabilities
- •Access to telehealth options when in-person attendance is challenging
You have the right to receive safe and high-quality therapy services.
What this means for your family:
- •Right to therapy provided by qualified, registered professionals
- •Safe therapeutic environments free from harm or risk
- •Evidence-based therapeutic approaches with proven effectiveness
- •Professional supervision and ongoing training of all therapeutic staff
- •Proper screening and safety checks for all staff working with children
You have the right to be treated with dignity, respect, and consideration.
What this means for your family:
- •Recognition and respect for your family's cultural background, values, and beliefs
- •Treatment without discrimination based on race, gender, sexuality, disability, or any other characteristic
- •Respect for your family structure, parenting approaches, and personal choices
- •Consideration of your child's individual personality, interests, and developmental needs
- •Respectful communication that honors your expertise about your own child
You have the right to clear, timely, and open communication about services, treatment options, and costs.
What this means for your family:
- •Information provided in language you can understand, without jargon
- •Clear explanations of treatment approaches, expected outcomes, and timeframes
- •Transparent communication about fees, payment options, and any changes to costs
- •Regular updates about your child's progress and therapeutic goals
- •Honest discussion of any challenges or concerns in the therapeutic process
You have the right to be included in decisions and choices about your child's therapy.
What this means for your family:
- •Active involvement in setting therapeutic goals and treatment priorities
- •Opportunities to provide input about what approaches work best for your child
- •Regular family consultation sessions to discuss progress and adjust treatment
- •Right to request changes to treatment approaches or therapeutic goals
- •Involvement in decisions about session frequency, duration, and location
You have the right to privacy and confidentiality of your personal information.
What this means for your family:
- •All personal and health information is kept strictly confidential
- •Information is only shared with your explicit written consent
- •Your child's therapeutic communications remain private and protected
- •Secure storage and handling of all records and communications
- •Right to access your family's therapeutic records
You have the right to provide feedback about your therapy experience and have concerns addressed promptly.
What this means for your family:
- •Right to express satisfaction or concerns about any aspect of services
- •Expectation that feedback will be taken seriously and acted upon
- •Access to formal complaint processes if concerns cannot be resolved directly
- •Right to complain without fear of discrimination or impact on your child's care
- •Timely and fair resolution of any issues or concerns
Rights of Children in Therapy:
- • Right to have therapy explained in age-appropriate language
- • Right to feel safe and comfortable in the therapeutic environment
- • Right to have their preferences and interests considered in therapy activities
- • Right to confidentiality appropriate to their age and developmental stage
- • Right to refuse participation in specific activities while remaining in therapy
Parental Rights:
- • Right to understand your child's therapeutic process and progress
- • Right to be involved in treatment planning and goal setting
- • Right to request family sessions or parent consultation
- • Right to access your child's therapeutic records (with consideration of child's rights)
- • Right to withdraw your child from therapy at any time
NDIS Participant Rights:
For families accessing services through NDIS funding, you have additional rights:
- • Right to choice and control over your NDIS supports and services
- • Right to receive services that are value for money and high quality
- • Right to be treated with dignity and have your privacy respected
- • Right to be free from violence, abuse, neglect, exploitation, and discrimination
- • Right to raise concerns or complaints about NDIS services
To ensure we can provide the best possible care for your child and family, we ask that you:
Provide Accurate Information:
- • Share complete and honest information about your child's needs
- • Inform us of any changes in circumstances or treatments
- • Update contact information promptly
- • Provide relevant documentation when requested
Participate Actively:
- • Attend scheduled appointments consistently
- • Engage actively in treatment planning
- • Complete recommended activities between sessions
- • Communicate openly about concerns or feedback
Respect Others:
- • Treat all staff and other clients with courtesy
- • Maintain confidentiality of other families' information
- • Follow clinic policies regarding behavior and safety
- • Support your child's respectful participation
Follow Policies:
- • Provide appropriate cancellation notice
- • Make payment arrangements as agreed
- • Follow safety guidelines for sessions
- • Respect professional boundaries
If you feel that your rights have not been respected or upheld:
- 1. Speak directly with your therapist about your concerns
- 2. Contact our practice manager if the issue cannot be resolved with your therapist
- 3. Access external complaint mechanisms if needed (see Complaints Process page)
- 4. Seek advocacy support from relevant organizations if you need assistance
Remember: Exercising your rights to provide feedback or make complaints will not affect the quality of care you receive. We are committed to addressing concerns promptly and fairly while maintaining the therapeutic relationship.
For questions about your rights or to discuss any concerns:
External Support:
- • Australian Charter of Healthcare Rights: www.safetyandquality.gov.au
- • Health Complaints Commissioner Victoria: 1300 582 113
- • NDIS Quality and Safeguards Commission: 1800 035 544