Client rights and responsibilities
Aligned with the Australian Charter of Healthcare Rights (second edition), this is what you can expect from us — and what we ask of you in return.
Your rights
As a patient at Immunisation Hub, you have the rights set out in the Australian Charter of Healthcare Rights — applied here in plain language to the vaccination services we provide.
Access to safe and high-quality care
You have the right to receive safe vaccination care from an AHPRA-registered pharmacist immuniser practising within their scope, in line with the Australian Immunisation Handbook and ATAGI advice, in a clean and accessible environment.
Respect
You have the right to be treated with respect, dignity and consideration — including respect for your culture, beliefs, values, language, gender identity, sexuality and personal choices. The standard of care does not change with who you are.
A partnership in your care
You have the right to be included in decisions about your vaccination — including which vaccines are recommended, why, what alternatives exist, and the right to ask questions, seek a second opinion, or decline care.
Information
You have the right to clear, plain-language information about your vaccinations, the side effects, the cost, and what to expect. You also have the right to information in your preferred language and format, including via the National Translating and Interpreting Service (TIS National, 131 450).
Privacy and confidentiality
You have the right to expect that your personal and health information is collected, stored, used and shared only as set out in our Privacy Policy and the Privacy Act 1988 (Cth). The pharmacy uses a private consultation room for sensitive discussions.
To give feedback or make a complaint
You have the right to raise a concern, make a complaint, or give feedback about your care without it affecting the way you are treated. Concerns are taken seriously and used to improve the service.
Access to your records
You have the right to a copy of your own immunisation records — including the dose, batch number and date of each vaccination — and to access your full Australian Immunisation Register history at any time via myGov.
Your responsibilities
Safe vaccination care is a partnership. To help us deliver the best possible care, we ask that you:
- 1.Provide accurate and complete information about your medical history, allergies, medications and previous vaccinations so the immuniser can deliver safe care.
- 2.Tell the immuniser if you have an active fever or illness, are pregnant or trying to become pregnant, are immunocompromised, or have had a recent vaccination.
- 3.Stay for the 15-minute observation period after every vaccination, even if you feel fine.
- 4.Don't drive immediately after the appointment — please wait until the observation period is complete.
- 5.Treat staff and other patients with respect. We have zero tolerance for verbal abuse, threats or violence directed at our team.
- 6.Attend appointments on time, or cancel/reschedule with reasonable notice (at least 24 hours where possible).
- 7.Pay for any services received in line with the published price list, unless eligible under a funded program.
Feedback and complaints pathway
We take feedback and complaints seriously. The pathway below is structured: most concerns are resolved by speaking to us first. If that doesn't lead to a satisfactory outcome, independent bodies are listed.
1.Tell us first
Phone (03) 9364 7133Immunisation Hub at Priceline Pharmacy Sunshine Marketplace
Speak to the pharmacist on the day, call (03) 9364 7133, or email info@immunisationhub.au. Most concerns are resolved here.
2.Health Complaints Commissioner of Victoria
hcc.vic.gov.au · 1300 582 113Independent statutory complaints body for healthcare in Victoria.
For complaints about the service that have not been resolved at clinic level. The HCC investigates and conciliates complaints about Victorian health-service providers.
3.AHPRA / Pharmacy Board of Australia
ahpra.gov.auNational regulator for registered health practitioners.
For concerns about the conduct, performance or health of a specific pharmacist immuniser. AHPRA investigates and may take disciplinary action.
4.Office of the Australian Information Commissioner
oaic.gov.au · 1300 363 992Federal privacy regulator.
For privacy complaints about the handling of your personal information that have not been resolved by raising the matter with us first.
This statement is reviewed annually and aligned with the Australian Charter of Healthcare Rights (second edition, Australian Commission on Safety and Quality in Health Care, 2019). Last reviewed: 15 May 2026.