3PM to 9PM, EVERY DAY
Your Rights
Rights directly related to QLife
You have the right to:
- get peer support from someone with lived experience as part of LGBTIQA+SB communities
- use QLife services for free
- be heard in a respectful, caring and understanding environment
- tell us anything you wish without fear of being judged or a negative response.
Australian Charter of Healthcare Rights
We also aim to follow the Australian Charter of Healthcare Rights (second edition). The rights below are based on the Charter. You have these rights when you access any healthcare services, not just QLife.
Read the Charter in other languages on the Australian Commission on Safety and Quality in Health Care website.
As a person using healthcare services, including digital mental health services, you have the right to:
Access
- access healthcare services and treatment that meet your needs
Safety
- receive safe and high quality health care that meets national standards
- be cared for in an environment that is safe and makes you feel safe
Respect
- be treated as an individual, and with dignity and respect
- have your culture, identity, beliefs and choices recognised and respected
Partnership
- ask questions and be involved in open and honest communication
- make decisions with your healthcare provider, to the extent that you choose and are able to
- include the people that you want in planning and decision-making
Information
- clear information about your condition, the possible benefits and risks of different tests and treatments, so you can give your informed consent
- receive information about services, waiting times and costs
- be given assistance, when you need it, to help you to understand and use health information
- access your health information
- be told if something has gone wrong during your health care, how it happened, how it may affect you and what is being done to make care safe
Privacy
- have your personal privacy respected
- have information about you and your health kept secure and confidential
- provide feedback or make a complaint without it affecting the way that you are treated
- have your concerns addressed in a transparent and timely way
- share your experience and participate to improve the quality of care and health services.
Give feedback
- provide feedback or make a complaint without it affecting the way that you are treated
- have your concerns addressed in a transparent and timely way
- share your experience and participate to improve the quality of care and health services.
Your Responsibilities
As a user of the QLife service you have these responsibilities:
- Treat all staff and volunteers with respect and courtesy.
- Follow the service boundaries, including limits on how many calls or webchats you can make per day and the length. Please see our Information about QLife page for more information on current service limitations.
- If you need support that QLife can’t give, it’s your responsibility to contact other appropriate services. For example, in an emergency it may be appropriate to contact 000 directly.
- You must not use insults, aggression, or threatening behaviour or words towards our team. We will not tolerate homophobia, transphobia, biphobia, ableism, racism, body shaming, ageism, or any other kind of discrimination.
- Our peer supporters are anonymous. You must not try to identify them.
- You must not use the QLife service for something it’s not intended for, such as for sexual enjoyment or prank calls.
- You must not harass or stalk QLife staff or volunteers. This includes by phone, online or face to face.
- QLife doesn’t record phone calls, and we ask the same in return. Please don’t record our conversations with you.
If you don’t meet these responsibilities, we may end your session. If you repeatedly don’t meet responsibilities, QLife peer supporters may exercise their individual discretion and only provide services to other service users. This may mean that fewer workers overall are available to support you on QLife.
Ask a question or give feedback
If you have any questions about these rights and responsibilities, please contact us at ask@qlife.org.au.
QLife Partners
Acknowledgement of Country
QLife acknowledges the Traditional Owners of country throughout Australia, their diversity, histories and knowledge and their continuing connection to lands, waters and communities. We pay our respects to all Australian Indigenous peoples and their cultures, and to Elders of past, present and future generations.
Acknowledgement of our Elders
We pay our respects to those amongst the lesbian, gay, bisexual, trans, and intersex communities who have worked to support the improved health and wellbeing of their peers, children, families, friends, and country. We honour the elders in the diverse communities of which we are a part and we celebrate the extraordinary diversity of people's bodies, genders, sexualities, and relationships that they represent.