Patient Rights, Responsibilities and Complaints Policy

Last updated: 1 September 2026

Back To Function Chiropractic is committed to providing safe, respectful, person-centred and non-discriminatory healthcare.

This policy explains:

  • your rights when receiving care from us;
  • your responsibilities as a patient;
  • how you can provide feedback or make a complaint;
  • how we respond to concerns; and
  • the independent complaint and regulatory pathways available in New South Wales.

Our approach is informed by the Australian Charter of Healthcare Rights and applicable Australian and New South Wales health, privacy, professional and consumer-protection requirements.

Nothing in this policy limits any right or remedy available to you under applicable law.

1. Your Rights as a Patient

When receiving healthcare at Back To Function Chiropractic, you have the right to be treated with dignity, respect and consideration and to participate meaningfully in decisions about your care.


1.1 Access to healthcare

You have the right to access healthcare services that meet your needs where those services are clinically appropriate, within our professional scope and reasonably available.

We will not unlawfully discriminate against you because of characteristics such as:

  • race, colour, nationality or ethnic background;
  • sex, gender or gender identity;
  • sexual orientation;
  • age;
  • disability;
  • religious belief;
  • marital, relationship or family status; or
  • another characteristic protected by applicable law.

Access to a particular treatment remains subject to clinical assessment, safety, professional scope and practitioner availability.


1.2 Safe and appropriate care

You have the right to receive care in an environment that is physically and professionally safe.

We aim to provide services:

  • with appropriate professional skill and care;
  • within the practitioner’s scope of practice;
  • using appropriate clinical judgment;
  • with consideration of relevant risks, contraindications and alternatives;
  • in accordance with applicable professional standards; and
  • with appropriate referral or further investigation where clinically indicated.

Acceptance of an appointment does not guarantee that a particular treatment will be suitable for you.


1.3 Respect, dignity and cultural consideration

You have the right to be treated with courtesy and respect.

We will endeavour to provide care that respects your:

  • dignity;
  • privacy;
  • personal values;
  • cultural background;
  • religious or spiritual beliefs;
  • communication needs; and
  • individual preferences, where reasonably practicable and clinically appropriate.

1.4 Partnership in your healthcare

You have the right to participate in decisions about your healthcare.

This includes the right to:

  • ask questions;
  • discuss your goals and preferences;
  • raise concerns about a proposed treatment;
  • participate in developing or changing your care plan;
  • request clarification or additional information;
  • seek another professional opinion; and
  • involve a support person where appropriate.

We encourage you to tell your practitioner if something about your care is unclear, uncomfortable or inconsistent with your preferences.


1.5 Information and informed consent

You have the right to receive information that enables you to make an informed decision about your care.

Before treatment, your practitioner will provide information appropriate to the circumstances, which may include:

  • the nature and purpose of the proposed treatment;
  • the reasonably expected benefits;
  • material or significant risks;
  • reasonable alternatives;
  • the likely consequences of declining treatment;
  • expected treatment frequency or duration where reasonably known;
  • fees or other material costs where applicable; and
  • any relevant limitations or uncertainty.

You are encouraged to ask questions before agreeing to treatment.

Consent must be voluntary. You should not be pressured into accepting a treatment, service, treatment package or ongoing course of care.


1.6 The right to refuse or stop treatment

You have the right to:

  • decline a proposed examination or treatment;
  • withdraw your consent;
  • ask for treatment to stop;
  • decline part of a proposed care plan; and
  • discontinue ongoing care.

You may withdraw consent at any time.

Your practitioner may explain the possible implications of declining or discontinuing treatment, but your decision will be respected.

Declining a treatment will not result in retaliation or discriminatory treatment.


1.7 Privacy and confidentiality

You have the right to expect that your personal and health information will be handled responsibly and confidentially.

We handle personal and health information in accordance with applicable requirements, including the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records and Information Privacy Act 2002 (NSW).

You have the right to understand:

  • what information we collect;
  • why we collect it;
  • how we use and disclose it;
  • how it is protected;
  • how long it may be retained; and
  • how to make a privacy complaint.

Further information is available in our Privacy Policy.


1.8 Access to and correction of your health records

You may request access to personal or health information we hold about you, subject to any lawful exceptions.

You may also ask us to correct information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading.

You may request that relevant records be provided to another healthcare practitioner where appropriate and authorised.

We may need to confirm your identity or authority before releasing health information.

Requests should be directed to our Privacy Contact using the details in Section 8.


1.9 Support persons and interpreters

You may ask to have a support person, family member, carer or other appropriate person present during a consultation.

We will accommodate reasonable requests where this does not interfere with:

  • clinical safety;
  • another person’s privacy;
  • legal or professional requirements; or
  • the safe operation of the clinic.

If you require language assistance or an interpreter, please tell us when booking where possible so that appropriate arrangements can be considered.


1.10 Accessibility and reasonable adjustments

If you have mobility, hearing, vision, communication, cognitive or other accessibility requirements, please let us know.

We will consider reasonable adjustments that may help you access and participate in your care safely and effectively.


1.11 The right to provide feedback or complain

You have the right to comment on your experience, raise a concern or make a complaint.

You are not required to prove that misconduct occurred before raising a concern.

Making a complaint will not result in retaliation, discrimination, refusal of appropriate care or less favourable treatment.

2. Your Responsibilities as a Patient

Safe and effective healthcare works best as a partnership. We ask patients and their representatives to assist us by providing accurate information and treating practitioners, staff and other patients respectfully.


2.1 Provide accurate health information

Please provide information that is complete and accurate to the best of your knowledge, including relevant information about:

  • your current symptoms and concerns;
  • medical conditions;
  • previous injuries or procedures;
  • medications;
  • allergies;
  • pregnancy, where relevant to treatment;
  • diagnostic investigations;
  • other healthcare you are receiving; and
  • changes in your health between appointments.

If you are unsure whether information is relevant, you are encouraged to discuss it with your practitioner.


2.2 Participate in your care

We encourage you to:

  • ask questions when you do not understand something;
  • tell us about your treatment goals and preferences;
  • tell your practitioner if treatment causes unexpected symptoms or concerns;
  • raise concerns about recommendations you do not understand or wish to follow; and
  • tell us if you decide to change or discontinue your care.

You are not required to follow a treatment recommendation with which you do not agree.


2.3 Respectful conduct

Patients, visitors, practitioners and staff are expected to treat one another respectfully.

We ask that you:

  • communicate respectfully with staff and other patients;
  • avoid threatening, abusive, discriminatory or intimidating conduct;
  • respect the privacy and personal space of other people;
  • follow reasonable clinic safety instructions; and
  • avoid conduct that substantially disrupts the clinic or prevents safe care.

Serious or repeated inappropriate behaviour may result in reasonable limits being placed on access to the premises or future non-urgent appointments, subject to professional obligations and applicable law.


2.4 Appointments and cancellations

Please:

  • arrive at the agreed appointment time;
  • provide accurate contact information;
  • tell us as soon as reasonably possible if you need to cancel or reschedule; and
  • review appointment confirmations and booking information.

Our separate Bookings, Cancellations and Refunds Policy explains applicable booking, cancellation, late-arrival and refund arrangements.

3. Feedback and Complaints

Feedback helps us identify concerns, improve our services and maintain appropriate standards of care.

You may raise a concern verbally or in writing.

You may also make a complaint on behalf of another person where you are authorised to do so.


3.1 Step 1 – Raise the concern with us

Where you feel comfortable doing so, we encourage you to raise the concern directly with your practitioner or clinic staff.

Many concerns can be resolved quickly through clarification, additional information or discussion.

You may contact:

Adam Gavine, BHK, M.Chiro
Back To Function Chiropractic
Suite 36–38, 12–14 Waratah Street
Mona Vale NSW 2103, Australia
Phone: 0468 749 223
Email: adam@backtofunction.com.au


3.2 Step 2 – Make a written complaint

If you would prefer to make a formal complaint, or if an initial discussion has not resolved your concern, you may submit the complaint in writing.

It is helpful to include:

  • your name and contact information;
  • a description of what occurred;
  • the date or dates involved;
  • the practitioner or service involved;
  • relevant supporting documents or correspondence; and
  • the outcome you are seeking.

Please do not include more health information than is reasonably necessary to explain the concern.


3.3 How we handle complaints

We aim to manage complaints fairly, respectfully and confidentially.

Depending on the circumstances, we may:

  • acknowledge receipt of the complaint;
  • review relevant clinical or administrative records;
  • speak with the practitioner or staff members involved;
  • request additional information from you;
  • identify whether immediate safety or privacy action is required;
  • explain our findings or position;
  • correct an administrative error;
  • consider appropriate remedial action; or
  • identify improvements to clinic procedures.

We aim to acknowledge a written complaint within 5 business days and provide a substantive response within 30 days.

If the matter is complex and additional time is reasonably required, we will provide an update and explain the anticipated next steps.


3.4 No retaliation for making a complaint

You may make a complaint or provide negative feedback without fear of retaliation.

We will not knowingly discriminate against, disadvantage or treat you less favourably merely because you:

  • asked a question;
  • raised a concern;
  • requested access to your records;
  • disagreed with a treatment recommendation;
  • declined treatment; or
  • made a complaint to us or an external authority.

4. External Healthcare Complaint Options

You do not lose your right to contact an independent regulator or complaint body because you have used, or have chosen not to use, our internal complaint process.

The appropriate body depends on the nature of the concern.


4.1 Health Care Complaints Commission (HCCC) – NSW

The NSW Health Care Complaints Commission is an independent statutory body that receives complaints about health services and registered and non-registered health practitioners in New South Wales.

Concerns may include matters relating to:

  • the quality or safety of care;
  • treatment provided by a health practitioner;
  • professional conduct;
  • access to health information;
  • some fees and charges; and
  • other concerns about a health service.

The HCCC states that it aims to assess most complaints within 60 days after receiving the information needed to assess them.

Health Care Complaints Commission
Complaints: HCCC online complaints portal
Enquiry Line: 1800 043 159
Website: www.hccc.nsw.gov.au


4.2 Chiropractic Council of New South Wales

The Chiropractic Council of New South Wales, supported by the Health Professional Councils Authority, manages concerns about the conduct, professional performance and health of registered chiropractors in NSW.

The Council works with the Health Care Complaints Commission under the NSW co-regulatory framework.

Chiropractic Council of New South Wales
Phone: 1300 197 177
Email: HPCA-ChiropracticCouncil@health.nsw.gov.au
Website: Health Professional Councils Authority – Chiropractic Council


4.3 AHPRA and the Chiropractic Board of Australia

The Australian Health Practitioner Regulation Agency (AHPRA) works with the Chiropractic Board of Australia in relation to practitioner registration and the National Registration and Accreditation Scheme.

Different complaint arrangements apply in New South Wales. For concerns arising from the health, conduct or performance of a chiropractor practising in NSW, AHPRA directs consumers to the NSW Health Professional Councils Authority or the NSW Health Care Complaints Commission.

AHPRA may still be relevant to certain matters under the National Law, including particular statutory offences and mandatory notifications.

Australian Health Practitioner Regulation Agency
Phone: 1300 419 495
Website: www.ahpra.gov.au

5. Privacy Complaints

If your concern relates specifically to the collection, use, disclosure, security, access or correction of your personal or health information, you may first contact our Privacy Contact.

Our Privacy Policy explains our privacy complaint procedure in more detail.

Depending on the nature of the concern, external privacy complaint options may include:

Office of the Australian Information Commissioner

Website: www.oaic.gov.au/privacy/privacy-complaints
Phone: 1300 363 992

Information and Privacy Commission NSW

Website: www.ipc.nsw.gov.au
Phone: 1800 472 679
Email: ipcinfo@ipc.nsw.gov.au

6. Consumer and Payment Complaints

A concern relating primarily to pricing, refunds, cancellation fees, misleading representations or another consumer issue may also involve rights under the Australian Consumer Law.

Our Bookings, Cancellations and Refunds Policy explains our internal process for these matters.

External consumer information and assistance may also be available from NSW Fair Trading.

NSW Fair Trading
Website: NSW Fair Trading
Phone: 13 32 20

7. Your Right to Independent Support

You may seek independent advice or assistance when making a complaint.

Depending on your circumstances, this could include assistance from:

  • a family member or support person;
  • an interpreter;
  • a patient advocate;
  • another healthcare practitioner;
  • a legal adviser; or
  • an appropriate government or regulatory body.

You are not required to obtain our permission before seeking independent advice or making an external complaint.

8. Privacy and Practice Contact Details

Questions about this policy, requests relating to health records, privacy enquiries and complaints may be directed to:

Back To Function Chiropractic
Attention: Adam Gavine, BHK, M.Chiro
ABN: 37 574 639 193
Address: Suite 36–38, 12–14 Waratah Street, Mona Vale NSW 2103, Australia
Mobile: 0468 749 223
Email: adam@backtofunction.com.au
Website: https://www.backtofunction.com.au/
Google Maps: View the Mona Vale clinic location

9. Policy Review and Applicable Standards

We periodically review this policy to reflect changes in our services, professional obligations and applicable laws and guidance.

Relevant frameworks may include:

  • the Australian Charter of Healthcare Rights;
  • the Health Practitioner Regulation National Law as applied in New South Wales;
  • professional standards and codes applicable to registered chiropractors;
  • the Privacy Act 1988 (Cth);
  • the Australian Privacy Principles;
  • the Health Records and Information Privacy Act 2002 (NSW);
  • applicable NSW health-complaints legislation; and
  • the Australian Consumer Law where relevant.

The current version of this policy will be published on our website with its most recent review date.