Patient Rights & Responsibilities Charter

Greenhouse Dispensary is committed to safe, respectful and patient-centred care. This Charter sets out the rights you can expect when you use our telehealth service, and the responsibilities that help us care for you safely. It reflects the Australian Charter of Healthcare Rights and the standards expected of AHPRA-registered practitioners, and applies alongside our Terms & Conditions and Privacy Policy.

1.1 Access — you have the right to access safe, timely healthcare that meets your needs, delivered by AHPRA-registered practitioners.

1.2 Safety — you have the right to receive safe and high-quality care, provided with professional skill and care and consistent with your clinician's independent clinical judgement.

1.3 Respect — you have the right to be treated with dignity and respect, and to have your culture, identity, beliefs and choices recognised, free from discrimination.

1.4 Partnership & communication — you have the right to clear, open and timely communication, and to be included in decisions and choices about your care to the extent you wish.

1.5 Information — you have the right to clear information about your condition, the options available (including their benefits, risks, costs and the fact that a product may be unapproved), so you can give informed consent. You may seek a second opinion, and you may decline any treatment.

1.6 Privacy — you have the right to have your personal and health information kept private and handled securely in accordance with our Privacy Policy and Australian privacy law.

1.7 Give feedback — you have the right to comment on or complain about your care, to have your concerns addressed properly, and to be told the outcome.

So that we can care for you safely, we ask that you:

• Provide honest, accurate and complete information about your health, history, medicines and substance use, and tell us promptly if anything changes.
• Take part in your care, follow the agreed plan, and ask questions if you are unsure.
• Attend booked consultations, or give reasonable notice if you need to cancel or reschedule.
• Use your medicine only as prescribed, and never give, sell, share or otherwise supply it to any other person — this is a criminal offence for a Schedule 8 medicine.
• Store your medicine securely, out of reach of children and others, in accordance with its label.
• Never drive or operate machinery while a THC-containing product is in your system — driving with THC present is a criminal offence in Australia regardless of impairment, even with a valid prescription.
• Treat our staff and practitioners with courtesy and respect; abusive, discriminatory or threatening behaviour will not be tolerated and may result in discharge from the service.
• Keep your contact and delivery details current, and pay the fees for the services you receive.

3.1 Talk to us first. If you have a concern, please contact our patient support team so we can try to resolve it. We will acknowledge your complaint, look into it, and tell you the outcome.

3.2 External options. If you are not satisfied, you may raise your concern with an independent body, including the Australian Health Practitioner Regulation Agency (AHPRA) for concerns about a practitioner, or the health complaints body in your State or Territory (for example, the Health Complaints Commissioner in Victoria).

3.3 Emergencies. Greenhouse is a non-emergency service. If you are experiencing a medical emergency, call 000 immediately.

Greenhouse Dispensary Pty Ltd (ACN 697 200 534). Email: info@greenhousedispensary.au. This Charter should be read together with our Terms & Conditions and Privacy Policy.

© 2026 Greenhouse Dispensary Pty Ltd (ACN 697 200 534). This Charter is published together with our Terms & Conditions and Privacy Policy.