Client Rights & Responsibilities

DHM Mental Health Care

Debbie Mole — Clinical Nurse Specialist

ABN: 78 637 529 381 | AHPRA: NMW0001102450 | PBS: P1132324

Version 1.0 — April 2026

This document is informed by the National Standards for Mental Health Services 2010, the NDIS Quality and Safeguards Commission Practice Standards, the United Nations Convention on the Rights of Persons with Disabilities (UNCRPD), and the Nursing and Midwifery Board of Australia Code of Conduct for Nurses. It applies to all clients of DHM Mental Health Care.

Client Rights & Responsibilities

1. Our Commitment to You

DHM Mental Health Care is committed to delivering services that are safe, respectful, person-centred and of the highest professional standard. We believe every person who accesses our services deserves to be treated with dignity, compassion and respect — regardless of their background, diagnosis, culture, gender, age, sexuality or circumstances.

This document outlines your rights as a client of DHM Mental Health Care, and the responsibilities we ask of you in return. Understanding both helps us work together effectively and ensures the best possible outcomes for your care.

Please take the time to read this document. If you have any questions, please raise them with Debbie Mole at any time.

2. Your Rights as a Client

2.1 Right to Safe and Quality Care

You have the right to receive services that are safe, evidence-based and of a consistently high standard

You have the right to receive services from a qualified, registered practitioner who maintains their professional development and practises within their scope

You have the right to have your physical and psychological safety considered at all times during service delivery

2.2 Right to Dignity and Respect

You have the right to be treated with dignity, courtesy and respect at all times

You have the right to be free from abuse, neglect, exploitation, discrimination and harassment

You have the right to have your cultural background, beliefs, values, language and lifestyle respected and considered in your care

You have the right to have your gender identity and sexuality respected without judgement

2.3 Right to Privacy and Confidentiality

You have the right to privacy and confidentiality in all aspects of your care — please refer to our Privacy & Confidentiality Policy for full details

You have the right to have personal and health information collected, stored and shared only in accordance with applicable privacy legislation and with your consent

You have the right to access your personal records held by DHM Mental Health Care upon written request

You have the right to request correction of any inaccurate information held about you

2.4 Right to Information and Informed Consent

You have the right to receive clear, accurate and timely information about your care, treatment options, likely outcomes and associated costs — in a format you can understand

You have the right to make informed decisions about your care, including the right to refuse or withdraw from any aspect of treatment at any time

You have the right to have risks, benefits and alternatives explained to you before consenting to any assessment or intervention

You have the right to take time to consider information before making decisions — you will never be pressured to decide immediately

Where you are unable to provide consent due to disability or medical circumstances, your legally authorised representative has the right to be involved in decision-making on your behalf

2.5 Right to Participation and Self-Determination

You have the right to actively participate in all decisions about your care, support goals and treatment plan

You have the right to set your own goals and have those goals respected and worked toward

You have the right to have your views, preferences and lived experience taken seriously

You have the right to change your mind about your goals or treatment approach at any time

2.6 Right to Support and Advocacy

You have the right to have a support person, carer, family member or advocate present during sessions if you wish

You have the right to have someone speak on your behalf with your consent

You have the right to access an interpreter or communication support if required — please advise us in advance so arrangements can be made

For NDIS clients: you have the right to have your Support Coordinator involved in your care and to access Independent Support Coordination if needed

2.7 Right to Continuity of Care

You have the right to receive consistent, coordinated care that reflects your history and goals

You have the right to be informed in a timely manner of any changes to service delivery, including changes in practitioner, fees or availability

If DHM Mental Health Care is unable to continue providing services to you, we will give reasonable notice and assist with referrals to alternative providers where possible

2.8 Right to Withdraw from Services

You have the right to withdraw from services at any time without penalty, other than payment for services already provided

You have the right to be informed of any implications of withdrawing from services — particularly for NDIS-funded supports

If you choose to withdraw, please notify us so we can ensure a safe transition of care

2.9 Right to Make a Complaint

You have the right to raise concerns or make a complaint about any aspect of your care without fear of negative consequences

You have the right to have complaints handled fairly, transparently and promptly

You have the right to escalate your complaint to an external body if it is not resolved to your satisfaction — see Section 5 for details

3. Your Responsibilities as a Client

In return for the rights outlined above, we ask that you:

3.1 Respect and Safety

Treat Debbie Mole and any associated staff or contractors with respect, courtesy and dignity

Refrain from behaviour that is abusive, threatening, discriminatory or harassing — including via phone, email or any digital communication

Refrain from drug or alcohol use immediately prior to or during sessions — sessions may be declined if you present under the influence

3.2 Active Participation

Engage honestly and openly in your sessions to the best of your ability

Participate actively in developing and working toward your care goals

Complete any agreed tasks, exercises or homework between sessions where relevant to your treatment plan

Notify us if your circumstances, goals or needs change so your care plan can be adjusted

3.3 Appointments and Cancellations

Attend your appointments on time and in a suitable private space for telehealth sessions

Provide at least 24 hours notice if you need to cancel or reschedule an appointment

Understand that appointments cancelled on the day will be charged at the full session rate

For NDIS-funded sessions: a 100% cancellation fee applies for same-day cancellations, in line with NDIS Pricing Arrangements and Price Limits guidelines

Notify us as soon as possible if you are running late — we will do our best to accommodate you within the session time remaining

3.4 Honesty and Information

Provide accurate and complete information about your health, history and circumstances to the best of your ability

Inform us of any changes to your health, medications, living situation or support needs that may be relevant to your care

Inform us if you are receiving services from other mental health practitioners or support workers, so we can coordinate care appropriately

3.5 Payment

Pay for services in accordance with the agreed fee schedule and payment terms

For NDIS-funded clients: ensure your plan funding is available and that service bookings are in place prior to sessions

Notify us promptly if you are experiencing difficulty meeting payment obligations so alternative arrangements can be discussed

3.6 Privacy of Others

Respect the privacy and confidentiality of other individuals you may become aware of in the course of receiving services

Not record sessions without the prior written consent of Debbie Mole

4. NDIS-Specific Rights

If you are an NDIS participant accessing services through DHM Mental Health Care, you have additional rights under the NDIS Act 2013 and the NDIS Quality and Safeguards Commission Practice Standards:

The right to receive supports that are free from violence, abuse, neglect, exploitation and discrimination

The right to have your NDIS plan goals respected and worked toward in all service delivery

The right to make decisions about your own life and be supported to do so

The right to access your service agreement and have its terms explained clearly

The right to raise concerns with the NDIS Quality and Safeguards Commission

The right to receive a service that respects and promotes your independence and social and economic participation

Specialist Positive Behaviour Support services are delivered in partnership with Pamdon Consulting, a registered NDIS provider. Your NDIS rights apply equally to services delivered through this arrangement.

5. How to Make a Complaint

DHM Mental Health Care takes all complaints seriously and is committed to resolving concerns promptly, fairly and without negative consequences for you.

Step 1 — Contact us directly

In the first instance, please raise your concern with Debbie Mole:

📞 0432 729 283

📧 [email protected]

We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days. If the matter is complex, we will keep you informed of progress.

Step 2 — External complaint pathways

If you are not satisfied with the outcome, or if you prefer not to raise your concern directly, you may contact:

NDIS Quality and Safeguards Commission — for concerns about NDIS-funded services 1800 035 544 | www.ndiscommission.gov.au

AHPRA (Australian Health Practitioner Regulation Agency) — for concerns about professional conduct 1300 419 495 | www.ahpra.gov.au

Office of the Australian Information Commissioner — for privacy-related concerns 1300 363 992 | www.oaic.gov.au

Health and Disability Services Complaints Office (WA) — HaDSCO 1800 813 583 | www.hadsco.wa.gov.au

6. Emergency Situations

DHM Mental Health Care provides telehealth services only and is not an emergency service. If you or someone you know is in immediate danger or experiencing a mental health crisis, please contact:

Emergency services: 000

Lifeline: 13 11 14 (24 hours)

Beyond Blue: 1300 22 4636 (24 hours)

Suicide Call Back Service: 1300 659 467

Mental Health Emergency Response Line (WA): 1300 555 788

Please notify Debbie Mole at your next available opportunity if you have accessed emergency support between sessions.

7. Acknowledgement

By engaging with DHM Mental Health Care, you acknowledge that you have been made aware of your rights and responsibilities as outlined in this document. A copy of this document is available on our website and will be provided to you on request.

If you have any questions about your rights or responsibilities, please do not hesitate to raise them with Debbie Mole at any time. We are committed to working with you in a way that is open, honest and respectful.

DHM Mental Health Care | Debbie Mole — Clinical Nurse Specialist | ABN: 78 637 529 381 | AHPRA: NMW0001102450 | PBS: P1132324