ODYSSEY HOUSE VICTORIA: Alcohol and Other Drug Treatment, Training & Support

Rights and Responsibilities

RIGHTS AND RESPONSIBILITIES

Odyssey House Victoria provides a range of services and is committed to providing those that use our services with the best care possible. To assist in this process, it is important that you understand your rights and responsibilities.

As a client of Odyssey House Victoria, you have the right to:

  • Be treated with dignity, respect and without discrimination
  • Quality professional care based on recognised standards and determined by your needs
  • Be given clear information on all aspects of services and treatment provided
  • Be involved in decision-making about your care
  • Consent or refuse services or treatment
  • Include or exclude any person in your care (including family members, carer or advocate)
  • Access your personal health records and have confidentiality ensured.

As a client of Odyssey House Victoria, you have the responsibility to:

  • Treat staff and others with respect, including respecting others privacy
  • Contribute to an environment that is safe and supportive
  • Provide, to the best of your ability, information to assist  your treatment
  • Participate in your service or treatment and ask questions.

As an Aboriginal client of Odyssey House Victoria:

Victoria’ Charter of Human Rights (section 19.2) states that Aboriginal people hold distinct cultural rights and must not be denied the right to:

  • enjoy their identity and culture
  • maintain and use their language
  • maintain their kinship ties
  • maintain their distinctive spiritual, material and economic relationship with the land and waters and other resources with which they have a connection under traditional laws and customs.

Your privacy

Odyssey House Victoria is committed to protecting the privacy of your personal and health information. The way in which we collect, store, use, release and delete any information about you follows Victorian and Australian laws relating to confidentiality and privacy.

Read our full privacy policy here.

Compliments, Comments, Concerns and Complaints

Odyssey House Victoria appreciates all feedback about the services we provide. Your feedback assists our on-going quality improvement.

How to provide Compliments, Comments, Concerns and Complaints

  • Speak to a staff member directly involved in your care or the person in charge of the program
  • Contact the relevant Executive Manager
  • Contact:

Chief Executive Officer
Odyssey House Victoria
660 Bridge Road
Richmond Vic 3121
Telephone: 03 9420 7600

  • Or leave us a message using the following feedback form.

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In most cases, you must first try to resolve your complaint directly with your health service provider. If you are unhappy with the outcome or you feel it is unreasonable or inappropriate for you to raise your concerns to Odyssey House Victoria directly,  you can make a complaint by contacting the Health Complaints Commissioner (HCC):

Level 26, 570 Bourke Street, Melbourne (appointments recommended: 1300 582 113)
Telephone: 1300 582 113
Website:
https://hcc.vic.gov.au/make-complaint

  • Deaf, hard of hearing or speech impaired? Visit the National Relay Service.
  • Need an interpreter? Call TIS National on 131 450.

You can download a copy of the Code of Conduct for General Health Services, here.

You can download a guide on making a complaint to the HCC, here.