Client rights and responsibilities

Client Rights and Responsibilities Statement

The Board and staff at Gateway Health aim to provide a service of the highest quality within the provision of our resources. All clients will be informed of his/her rights and responsibilities during the time of his/her first visit.
Clients have a right to:

  • Freedom of choice
  • Receive an appropriate, quality service
  • Confidentiality and privacy
  • Choose who will be present at a consultation or case discussion; to have an advocate and to seek options
  • Be treated with dignity and have your beliefs, cultural and religious practices respected
  • Make a complaint about any aspect of the service
  • Be informed about any proposed treatment and to agree to or refuse such treatment or procedure (except where legislation prevents this)
  • Be given information about available services, resources and facilities within Gateway Health as well as other relevant agencies
  • Be given a clear explanation about proposed treatment
  • Refuse treatment from students
  • Refuse to participate in research
  • Request referral to another health professional or agency
  • A safe environment free from abuse, neglect, violence and preventable injury

Client’s Responsibilities are to:

  • Respect the privacy of others
  • Keep appointments and advise the service if unable to attend
  • Take care of your personal health and well being as far as is possible
  • Provide accurate relevant information about your health status to the staff member responsible
  • Carry out the treatment programs designed specifically to meet individual needs
  • Present for services at Gateway Health in a state that is unaffected by any substance
  • Demonstrate courteous behaviour
  • Acknowledge that Gateway Health will not tolerate abusive or violent behaviour
  • Acknowledge that Gateway Health may refuse service to any person whose behaviour is disruptive

Select here to read our Client Information - Privacy Statement Brochure

How to make a complaint

If you are not satisfied with our service, please contact us.
We take complaints seriously and aim to resolve them quickly and fairly. You can download a feedback form here or pick up one from reception at any of our sites.

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial.

To lodge a complaint with the HCC:
Fill out a complaint form online at or Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

Client Intake

Client Intake & Assessment Gateway Health has specially trained workers who have a specific role of handling all incoming client enquiries who wish to access our services. These people are our Client Services Intake Staff.

To ensure all clients have fair and equitable access to our services, our intake service takes some details from each enquiry and prioritises each case.

If you are re-entering our agency to receive a service provided by a particular team, you may find some processes have changed.

How Intake Works

An assessment is completed to identify which service will best meet your identified needs.

You will then be linked with the most appropriate service OR in some cases be placed on a waiting list, or offered alternative options such as support groups or group sessions.

As we are not always able to provide specialist services, please be assured that you may be referred to another service within the community only so that you may receive the most appropriate service suited to your needs.


Fees may apply for some of our services.  We will not refuse support to any person based on their ability to pay.  Our Medical Practices have bulk billing available.