Call our Lucas, Sebastopol, Wendouree and Victoria Street sites on
(03) 5338 4500 and headspace on (03) 5304 4777.

Business Hours
9am – 5pm, Monday – Friday (except public holidays)

Ballarat Community Health (BCH) is committed to providing accessible, safe and high-quality services. We can support your individual needs.

BCH has adopted the Australian Charter of Healthcare Rights (the Charter), across all our services alongside other charters where relevant, for example the Age Care, NDIS, Mental Health Charters of Rights and Aboriginal Cultural Rights.

The Charter describes your rights, and those of families and carers. The Charter is available in 17 languages, Braille and audio versions. You can also download our easy to read Rights and Responsibilities factsheet.

You have the right to access services that are safe and respectful.

We welcome people of all ages, health status, races, abilities, gender identities, sexual orientations, religious, cultural and linguistic backgrounds, no matter their financial status.

In the spirit of reconciliation and self-determination we are committed to working alongside and learning from First Nations people and First Nations controlled organisations.

We recognise that children are at special risk of harm. We are committed to providing an environment where children and young people feel safe. Please see our Safety and wellbeing of children and young people page.

We will use a person-centred, partnership approach so you will always be a part of decisions about your care. You can include the people that you want in your healthcare planning and decision making. You can make decisions with your healthcare provider, to the extent that you choose and are able to. We welcome questions and encourage you to have open and honest communication with us. We will communicate with you in a way that is meaningful to you and your support network. We will advise of any potential costs related to your service access.

We are committed to handling your personal information with care. We collect and store information in line with privacy law. For more information, please refer to our Privacy and Confidentiality page or download our easy to read Privacy factsheet

You can give us feedback in relation any experience you have had with our team and services. You can download our easy to read Compliments and Complaints factsheet or access our Feedback form.

Statement of Rights

pdf Statement of Rights A4 Flyer

Published on 29 October 2025 In Aged Care 284 downloads

Download (pdf, 2.99 MB)

The Statement of Rights clearly identifies your rights when seeking or receiving aged care services. Under the new Aged Care Act, which comes into effect on 1 July 2025, your provider is legally obliged to deliver services in line with these rights. 

Ballarat Community Health Website
https://bchc.org.au

1. Introduction and Acceptance

1.1 About These Terms

These Terms and Conditions (“Terms”) govern your use of the Ballarat Community Health website located at https://bchc.org.au (“Website”) and any related services provided by Ballarat Community Health ABN 98 227 492 950 (“BCH”, “we”, “us”, or “our”).

1.2 Agreement to Terms

By accessing or using our Website, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Website.

1.3 Changes to Terms

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting to the Website. Your continued use of the Website after any changes constitutes acceptance of the new Terms.

2. About Ballarat Community Health

2.1 Our Organisation

Ballarat Community Health (BCH) is a public company limited by guarantee, registered under the Corporations Act 2001. We are a registered charity and health service provider operating in Victoria, Australia.

2.2 Our Mission

BCH exists to ensure that people from all walks of life can access quality health care, regardless of their circumstances. Our vision is that all people within the communities we support achieve the best possible health and wellbeing.

2.3 Our Services

We provide a comprehensive range of health and wellbeing services including:

• Primary health care and general practice services
• Allied health services
• Mental health services
• Alcohol and drug services
• Community programmes
• Youth, family and migrant services
• Exercise and fitness programmes
• Health promotion and prevention programmes

3. Website Use

3.1 Permitted Use

You may use our Website for lawful purposes only, including:

• Accessing information about our services
• Booking appointments where available
• Contacting us for legitimate enquiries
• Accessing health resources and educational materials

3.2 Prohibited Use

You must not use our Website to:

• Violate any applicable laws or regulations
• Transmit harmful, offensive, or inappropriate content
• Interfere with or disrupt the Website’s functionality
• Attempt to gain unauthorised access to any part of the Website
• Use automated systems to access or collect information
• Impersonate any person or entity
• Engage in any activity that could harm BCH’s reputation

3.3 User Accounts

If you create an account on our Website:

• You must provide accurate and complete information
• You are responsible for maintaining the security of your account
• You must notify us immediately of any unauthorised use
• You may not share your account credentials with others

4. Health Information and Medical Disclaimer

4.1 General Health Information

Information provided on this Website is for general informational purposes only and should not be considered as medical advice, diagnosis, or treatment recommendations.

4.2 No Doctor-Patient Relationship

Use of this Website does not create a doctor-patient relationship between you and BCH or any of our healthcare providers.

4.3 Medical Emergency

4.4 Consult Healthcare Professionals

Always consult with qualified healthcare professionals regarding your specific health conditions, symptoms, or treatment options.

4.5 Medication and Treatment Information

Information about medications, treatments, or procedures is general in nature and may not be suitable for your specific circumstances.

5. Privacy and Personal Information

5.1 Privacy Policy

Your privacy is important to us. Our collection, use, and disclosure of personal information is governed by our Privacy Policy, which forms part of these Terms.

5.2 Health Information

We handle health information in accordance with:

• Privacy Act 1988 (Commonwealth)
• Health Records Act 2001 (Victoria)
• Other applicable privacy and health information legislation

5.3 Consent to Collection

By using our Website, you consent to the collection and use of your information as described in our Privacy Policy.

6. Intellectual Property

6.1 Ownership

All content on this Website, including text, images, logos, graphics, videos, and software, is owned by or licensed to BCH and is protected by copyright, trademark, and other intellectual property laws.

6.2 Limited Licence

We grant you a limited, non-exclusive, non-transferable licence to access and use the Website for personal, non-commercial purposes only.

6.3 Restrictions

You may not:

• Reproduce, distribute, or publicly display any content without permission
• Modify, adapt, or create derivative works
• Use our trademarks or logos without authorisation
• Remove or alter any copyright or proprietary notices

7. Third-Party Content and Links

7.1 Third-Party Links

Our Website may contain links to third-party websites. We do not control these websites and are not responsible for their content, privacy practices, or terms of use.

7.2 Third-Party Services

We may integrate third-party services (such as booking systems or payment processors) into our Website. Your use of these services is governed by their respective terms and conditions.

7.3 No Endorsement

Links to third-party websites do not constitute endorsement of their content, products, or services.

8. Appointment Booking and Cancellation

8.1 Online Booking

If available, online booking services are provided for your convenience. Booking confirmations are subject to availability and staff scheduling.

8.2 Cancellation Policy

• At least 24 hours’ notice is required for appointment cancellations
• Late cancellations or no-shows may result in fees
• Repeated missed appointments may affect future booking privileges

8.3 Appointment Confirmations

Appointment confirmations sent via email or SMS are for convenience only. Please confirm your appointment directly with our staff if you have any concerns.

9. Fees and Payments

9.1 Service Fees

Fees for our services are determined based on:

• Government funding eligibility
• Concession card status
• Fee-for-service arrangements
• Bulk billing availability

9.2 Payment Methods

We accept various payment methods as displayed on our Website or at our facilities. Payment is generally required at the time of service.

9.3 Fee Changes

We reserve the right to change our fees at any time. Current fees are available on our Website or by contacting us directly.

10. Disclaimer and Limitation of Liability

10.1 Website Availability

While we strive to maintain continuous access to our Website, we do not guarantee that it will be available at all times or free from errors.

10.2 Information Accuracy

We make reasonable efforts to ensure information on our Website is accurate and up-to-date, but we do not warrant its completeness or accuracy.

10.3 Limitation of Liability

To the fullest extent permitted by law, BCH shall not be liable for any direct, indirect, incidental, special, or consequential damages arising from your use of the Website.

10.4 Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any rights you may have under the Australian Consumer Law or other applicable consumer protection laws.

11. Indemnification

You agree to indemnify and hold harmless BCH, its directors, employees, and agents from any claims, damages, losses, or expenses arising from your use of the Website or violation of these Terms.

12. Governing Law and Jurisdiction

12.1 Applicable Law

These Terms are governed by the laws of Victoria, Australia, and the Commonwealth of Australia.

12.2 Jurisdiction

Any disputes arising from these Terms or your use of the Website shall be subject to the exclusive jurisdiction of the courts of Victoria, Australia.

13. General Provisions

13.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and BCH regarding your use of the Website.

13.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

13.3 Waiver

Our failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.

13.4 Assignment

You may not assign or transfer your rights under these Terms without our written consent. We may assign our rights and obligations under these Terms at any time.

14. Contact Information

15. Accessibility

15.1 Accessibility Commitment

We are committed to providing an accessible website that serves all users, including those with disabilities.

15.2 Accessibility Features

We strive to ensure our Website meets relevant accessibility standards and guidelines.

15.3 Accessibility Feedback

If you encounter accessibility barriers on our Website, please contact us so we can address them.

Ballarat Community Health
Website: https://bchc.org.au

1. Introduction

1.1 Our Commitment to Privacy

Ballarat Community Health (BCH) ABN 98 227 492 950 is committed to protecting your privacy and handling your personal and health information responsibly. This Privacy Policy explains how we collect, use, store, and disclose your information when you use our website and services.

1.2 Our Legal Obligations

We are bound by the Privacy Act 1988 (Commonwealth), the Health Records Act 2001 (Victoria), and other applicable privacy legislation. We are also required to comply with the Australian Privacy Principles (APPs) and Victorian Health Privacy Principles (HPPs).

1.3 Scope of This Policy

This Privacy Policy applies to:

• Our website at https://bchc.org.au
• All health and support services provided by BCH
• Information collected through our facilities, programs, and communications
• Third-party services integrated with our systems

2. What Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

Identity Information:

• Full name, date of birth, gender, preferred pronouns
• Address, phone numbers, email addresses
• Emergency contact details
• Preferred language and communication methods
• Cultural background and country of birth (where relevant to service provision)

Government Identifiers:

• Medicare number
• Healthcare Identifier (IHI)
• Centrelink Customer Reference Number
• Pension/concession card details

Financial Information:

• Payment details for services
• Banking information for direct debits
• Insurance details (where applicable)

2.2 Health Information

We collect health information necessary for providing healthcare services, including:

Medical History:

• Current and past medical conditions
• Medications and allergies
• Previous treatments and procedures
• Family medical history (where relevant)
• Immunization records

Treatment Information:

• Clinical notes and observations
• Test results and reports
• Referral information
• Treatment plans and outcomes
• Appointment history

Mental Health Information:

• Psychological assessments
• Mental health treatment history
• Risk assessments
• Care plans and progress notes

Lifestyle Information:

• Exercise and dietary habits
• Substance use history
• Social and family circumstances (where relevant to care)

2.3 Website and Digital Information

When you visit our website, we may collect:

Technical Information:

• IP address and browser type
• Device information and operating system
• Pages visited and time spent on site
• Referring website information
• Search terms used on our website

Cookies and Tracking:

• Session cookies for website functionality
• Analytics cookies
• Preference cookies for user experience
• Security cookies for fraud prevention

Online Forms and Communications:

• Contact form submissions
• Newsletter subscriptions
• Online appointment requests
• Feedback and survey responses

3. How We Collect Information

3.1 Direct Collection

We collect information directly from you when you:

• Register for our services or create an account
• Attend appointments or receive treatment
• Complete forms (paper or online)
• Contact us by phone, email, or in person
• Participate in programs or activities
• Provide feedback or make complaints

3.2 From Healthcare Providers

We may receive information from:

• Your GP or other healthcare providers
• Specialists and allied health professionals
• Hospitals and other healthcare facilities
• Pathology and imaging services
• Other community health services

3.3 From Third Parties

We may collect information from:

• Government agencies (Medicare, Centrelink, NDIS)
• Insurance providers
• Family members or carers (with your consent)
• Interpreters and support workers
• Emergency services (in urgent situations)

3.4 Automatic Collection

Our website automatically collects certain information through:

• Server logs and analytics tools
• Cookies and similar technologies
• Security monitoring systems
• Email tracking (for newsletters and communications)

4. Why We Collect and Use Information

4.1 Primary Purposes

We collect and use your information to:

Provide Healthcare Services:

• Deliver medical, allied health, and support services
• Develop and implement treatment plans
• Monitor your health and progress
• Coordinate care with other providers
• Maintain accurate medical records

Administrative Functions:

• Schedule and manage appointments
• Process payments and billing
• Maintain client records and databases
• Communicate with you about services
• Provide customer support

Legal and Regulatory Compliance:

• Meet reporting requirements to government agencies
• Comply with health and safety regulations
• Respond to legal requests and court orders
• Conduct mandatory notifications where required

4.2 Secondary Purposes

With your consent, we may use information for:

Service Improvement:

• Quality assurance and clinical audits
• Service planning and development
• Staff training and education
• Research and evaluation (de-identified where possible)

Communication:

• Send appointment reminders and health information
• Provide newsletters and health promotion materials
• Notify you of service changes or new programs
• Seek feedback about our services

Marketing and Fundraising:

• Promote relevant health services and programs
• Conduct fundraising activities (with opt-out options)
• Share success stories (with specific consent)

5. Information Sharing and Disclosure

5.1 Healthcare Providers

We may share your health information with:

• Your nominated GP or primary healthcare provider
• Specialists and allied health professionals involved in your care
• Hospitals and other healthcare facilities
• Pathology and imaging services
• Other community health services (with your consent)

5.2 Government Agencies

We may disclose information to:

• Medicare Australia for billing and reporting
• Department of Health Victoria for funding and compliance
• NDIS for participant support and reporting
• Other government agencies as required by law

5.3 Third-Party Service Providers

We may share information with:

• IT service providers and cloud hosting companies
• Payment processors and financial institutions
• Appointment scheduling and patient management systems
• Interpreting and translation services
• Mail and courier services

5.4 Legal and Emergency Situations

We may disclose information without consent when:

• Required by law or court order
• Necessary to prevent serious harm to you or others
• For public health or safety reasons
• To investigate suspected fraud or illegal activity
• In medical emergencies when you cannot consent

5.5 Overseas Disclosure

Some of our service providers may store or process information overseas. We ensure appropriate safeguards are in place and will notify you of any overseas disclosures where required by law.

6. Data Security and Storage

6.1 Security Measures

We implement appropriate technical and organizational measures to protect your information:

Physical Security:

• Secure facilities with access controls
• Locked filing cabinets and storage areas
• Surveillance systems and alarm systems
• Clean desk policies and secure disposal procedures

Technical Security:

• Encryption of data in transit and at rest
• Secure authentication and access controls
• Regular security updates and patches
• Firewalls and intrusion detection systems
• Regular security audits and assessments

Administrative Security:

• Staff training on privacy and security
• Access controls based on need-to-know
• Regular review of access permissions
• Incident response procedures
• Privacy impact assessments

6.2 Data Retention

We retain your information for:

• Health records: As required by law (typically 7 years for adults, until age 25 for children)
• Financial records: 7 years from last transaction
• Website analytics: 26 months (or shorter if you withdraw consent)
• Marketing communications: Until you unsubscribe or object
• Legal hold: Until legal requirements are satisfied

6.3 Data Destruction

When information is no longer required, we securely destroy it using:

• Secure shredding for paper records
• Certified data destruction for electronic media
• Secure deletion of digital files
• Certificate of destruction for sensitive materials

7. Your Rights and Choices

7.1 Access to Information

You have the right to:

• Request access to your personal and health information
• Receive a copy of your records (fees may apply)
• Request information about how we use your data
• Ask who we have shared your information with

7.2 Correction of Information

You can:

• Request correction of inaccurate or incomplete information
• Add a statement to your record if we disagree with requested changes
• Have corrections shared with relevant third parties

7.3 Consent and Withdrawal

You can:

• Withdraw consent for non-essential uses of your information
• Opt out of marketing communications
• Request restrictions on how we use your information
• Object to processing for direct marketing

7.4 Website Choices

You can:

• Disable cookies in your browser settings
• Opt out of analytics tracking
• Unsubscribe from newsletters and communications
• Request deletion of your online account

7.5 Making Requests

To exercise your rights:

• Contact our Privacy Officer using the details below
• Complete our privacy request form (available on our website)
• Provide identification to verify your identity
• Specify what information or action you’re requesting

8. Cookies and Website Analytics

8.1 Types of Cookies

We use the following cookies on our website:

Essential Cookies:

• Session management and security
• Form submission and error handling
• Load balancing and performance
• Accessibility preferences

Analytics Cookies:

• Google Analytics (with IP anonymisation)
• Website usage statistics
• Performance monitoring
• User behavior analysis

Preference Cookies:

• Language and accessibility settings
• Location-based content
• Customized user experience
• Remember login status

8.2 Cookie Management

You can manage cookies through:

• Browser settings to block or delete cookies
• Our cookie consent banner on first visit
• Privacy settings in your user account
• Opt-out tools provided by analytics services

8.3 Third-Party Analytics

We use Google Analytics to understand website usage. Google Analytics:

• Collects anonymous usage data
• Uses cookies to track user behavior
• Provides aggregated reporting
• Complies with Google’s privacy policy

You can opt out of Google Analytics using the Google Analytics Opt-out Browser Add-on.

9. Changes to This Policy

9.1 Policy Updates

We may update this Privacy Policy to reflect:

• Changes in applicable laws
• New technologies or services
• Feedback from users and regulators
• Improvements to our privacy practices

9.2 Notification of Changes

We will notify you of significant changes by:

• Posting updates on our website
• Sending email notifications to registered users
• Displaying notices in our facilities
• Updating the “Last Modified” date below

9.3 Continued Use

Your continued use of our website and services after changes are posted constitutes acceptance of the updated Privacy Policy.

10. Complaints and Concerns

10.1 Internal Complaints

If you have concerns about our privacy practices:

• Contact our Privacy Officer first
• We will investigate and respond within 30 days
• We will work with you to resolve any issues
• We maintain records of all privacy complaints

10.2 External Complaints

If you’re not satisfied with our response, you can complain to:

Office of the Australian Information Commissioner (OAIC):

• Website: oaic.gov.au
• Phone: 1300 363 992
• Email: [email protected]

Health Complaints Commissioner (Victoria):

• Website: hcc.vic.gov.au
• Phone: 1300 582 113
• Email: [email protected]

11. Contact Information

12. Definitions

Health Information: Information about your health, disability, health services provided, or health wishes.

Personal Information: Information that identifies you or could reasonably identify you.

Consent: Your agreement to the collection, use, or disclosure of your information.

De-identified Information: Information that has been processed to remove identifying details.

Sensitive Information: Information about health, race, political opinions, religious beliefs, sexual orientation, or criminal history.