Participant Rights
Your Rights Matter
At Sacred Heart Mission, we are committed to creating a safe, respectful and inclusive environment for everyone – participants, staff, volunteers and visitors.
You have the right to
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.
Whistleblower Protections
Whistleblower protections are a key part of the new Aged Care Act 2024. If you have serious concerns, you can make a protected disclosure.
You have the right to:
- Be protected from retaliation
- Have immunity from consequences of disclosure
- Anonymity
- Confidentiality
- Legal remedies available
View our Whistleblower policy and our Whistleblower guidelines below.
For more information on whistleblower protections visit the Aged Care Quality and Safety Commission’s website.
How to make a complaint
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.
You can share your thoughts in the way that suits you best by:
- Speak directly with any of our staff, for example, your support worker, nurse or care partner
- Share feedback during care planning, resident/participant meetings, or surveys
- Ask for help from an advocate or interpreter — we’ll support you to access these
- Contact the Elder Rights Advocacy, (ERA) by phone 1800 700 600
- At Sacred Heart Community you can drop a written comment in the feedback boxes located throughout our residential home.
Or contact us directly:
Sacred Heart Mission
By phone, (03) 9537 1166
Email us, info@sacredheartmission.org
Sacred Heart Local
By phone, (03) 8530 8300
Email us, shlocalreception@sacredheartmission.org
Sacred Heart Community
By phone, 03 8658 1615
Email us, adminSHC@sacredheartmission.org
I Need More Support
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.
Advocacy supports
TIS National (Translating and Interpreting Services) – Provides language services to support communication with contacting Sacred Heart Mission and other support agencies
131 450 Immediate phone interpreting 24-hours. Say what language you require to be connected to an interpreter.
https://www.tisnational.gov.au
First Nations
Victorian Aboriginal Legal Service (VALS) – Legal support for Aboriginal and Torres Strait Islander people
https://www.vals.org.au/
Phone: 1800 064 865 Victorian Aboriginal Legal Service (VALS)
Victorian Aboriginal Child and Community Agency | VACCA
https://www.vacca.org/page/services/community-support/link-up-victoria
Link-up-Victoria
1800 OUR MOB (1800 687 662)
https://www.linkupvictoria.org.au
Aged Care and NDIS
Older Persons Advocacy Network (OPAN) – Aged care advocacy and support
1800 700 600
https://www.opan.org.au
Seniors Rights Victoria – Advice on rights, elder abuse and legal issues
1300 368 821
https://www.seniorsrights.org.au
Aged Care Quality and Safety Commission – Complaints about aged care services
1800 951 822
info@agedcarequality.gov.au
https://www.agedcarequality.gov.au
NDIS Quality and Safeguards Commission – NDIS complaints and reportable concerns
1800 035 544
contactcentre@ndiscommission.gov.au
https://www.ndiscommission.gov.au
Rainbow resources
Pride in Place – Housing and Homelessness support for LGBTQIA+ folk. A partnership between Drumond Street, Queerspace, VincentCare, Uniting and Family Access Network (FAN)
Pride in Place
Switchboard Victoria – LGBTIQ+ peer support and referral
1800 184 527
info@switchboard.org.au
https://www.switchboard.org.au
Rainbow Door- Advice, support, referrals 10 am- 5pm daily
1800 729 367
SMS: 0480 017 246
Get Support — Rainbow Door
QLife – Anonymous and free LGBTIQ+ peer support
1800 184 527 (webchat) 3pm-9pm daily
https://www.qlife.org.au
Children and Young People
Kids Help Line – Crisis support for young people and resources for parents and carers.
1800 55 1800
https://www.kidshelpline.com.au
Minus 18 – Advocacy and resources for young people
Home | Minus18
Family Violence and sexual assault
Respect – 24-hour response – Family violence and sexual assault
1800 737 732 (1800RESPECT)
Text: 0458 737 732
https://www.1800respect.org.au (chat line available)
Safe Steps
Statewide inclusive, confidential, multi-lingual 24-hour response Family Violence
1800 015 188
https://www.safesteps.org.au (chat line available)
Other advocacy and supports
Australian Human Rights Commission – Discrimination and human rights complaints
1300 656 419
https://www.humanrights.gov.au
Health Complaints Commissioner Victoria – Complaints about health services
1300 582 113
https://www.hcc.vic.gov.au
Lifeline Australia –24 hour crisis support and suicide prevention
13 11 14
https://www.lifeline.org.au