Participant Rights

Dignity – You have the right to be treated with dignity, kindness, fairness and understanding.

Privacy – You have a right for your information to be kept safe, private and shared only with those you choose.

Inclusion – You can access services without discrimination, regardless of background, identity, culture, belief, disability, age or life experience.

Fairness – You have complaints resolved through a fair, transparent and respectful process. You will be listened to and taken seriously.

Information – Be informed about what services are available and how to access them. You may choose to involve an advocate or support person at any time.

Safety – You have the right to access services in an environment that is safe, calm and supportive. Free from aggression, threats or violence.

Voice – You have the right to speak up and be heard. You can share ideas, feedback or concerns without fear of it affecting your access to services.

Respect – You will be respected as a person with your own experiences, values and strengths.

Feedback leads to change. 

At Sacred Heart Mission, we are committed to listening, learning, and improving. Whether you are a resident, participant, family member, or visitor — your feedback helps us deliver safe, respectful, and high-quality care. Whether your feedback is positive or raises a concern, we treat it with respect.  

We respect your right to remain anonymous. We will handle your feedback with care and confidentiality.

If you are not satisfied with our response you can:

• Request a review from our aged care management team
• Escalate to the Aged Care Quality and Safety Commission by calling 1800 951 822 or submitting a complaint on their website.