Client rights and safeguards

Your choices, information and complaints

VCC provides national virtual services, including rural and remote communities, for all ages subject to suitability. We explain the proposed work, benefits, limits, costs and alternatives in language you can understand. Ask about communication support, reasonable adjustments, a support person or an independent advocate.

Your decisions and informed consent

You may choose, decline, pause or end services. We explain any agreed notice or lawful cancellation terms, payment for completed work and arrangements for a safe transition. Needing help to communicate or make a decision does not automatically remove your decision-making rights.

We seek informed consent and verify a representative’s authority for the particular decision. A parent, nominee or support person does not automatically have access to every record or authority for every decision. For children and young people, we consider maturity, understanding, the proposed service, applicable law and relevant court orders, and involve the young person as fully as possible.

You may withdraw consent. We explain how this affects future services and information sharing. Withdrawal does not erase records we must lawfully retain. Information may be handled without consent where required or authorised by law, including safeguarding and mandatory reporting obligations.

Clear scope, funding and fair fees

VCC is an unregistered NDIS provider for eligible self-managed and plan-managed supports. Before paid work starts, we agree the service, payment source, fees, deliverables and any minimum engagement, notice or cancellation terms. Each activity must meet applicable funding and claiming rules; eligibility alone does not make every service claimable. Initial NDIS application work needs an agreed payment pathway before it starts.

Private health consultancy is separately scoped and quoted and is available without an NDIS plan. Additional work requires your agreement. We provide itemised invoices and agreed updates on billable time and the VCC service budget. Our terms do not exclude rights or remedies under Australian Consumer Law. We disclose relevant conflicts of interest and respect your choice of other providers.

Privacy and accurate records

We explain what information is needed, why, and how it may be used or shared. Consent and authority are checked before obtaining records or contacting other services, except where law permits or requires otherwise. Initial enquiries should contain only contact details and a brief description; records are transferred by an agreed appropriate method.

You can ask to access or correct your information. We verify identity and authority, apply lawful exceptions, and explain any refusal and complaint options. Correction does not mean deleting original clinical opinions or records that must be retained. Medical-record summaries preserve the source meaning and do not replace diagnostic assessments or guarantee NDIS outcomes. Read our Privacy Policy for further details.

Safety, feedback and complaints

You have a right to respectful, culturally safe services free from abuse, neglect, exploitation, discrimination and coercion. We respond to safety concerns and explain escalation or information sharing where appropriate.

Making a complaint to VCC is free and will not result in retaliation. Contact clinical@virtualcarecollective.com.au or 0459 173 805. You may use a support person or advocate. For NDIS supports, you can complain directly to the NDIS Quality and Safeguards Commission on 1800 035 544 without complaining to VCC first. Private health consultancy, consumer and privacy concerns may involve the relevant health complaints body, consumer agency or OAIC.

VCC does not provide emergency response or continuous monitoring of calls, email or forms. For immediate danger or urgent medical help, call 000.