Our commitment

We have a full Governance Plan that summarises all activity that supports high quality client care and covers all aspects of governance. This plan includes client services, information management, client and staff health and safety, financial management and human resources management. The Governance framework includes Community Participation, Clinical Effectiveness, Risk Management and providing an Effective Workforce.

Quality, Compliance and Improvement

We are committed to continuous quality improvement. We check and review our operations to ensure we have systems and processes in place that are high quality and current best practice. This is to ensure that we provide safe, person centred, effective and connected care to our community every time. Two board committees and an internal quality committee monitor ensures we are compliant with our governance plan.

Our CEO is responsible for making sure that we operate lawfully and report any breaches of law or suspected breaches to appropriate organisations, including legal authorities, police, government and the Board. We have systems in place to ensure that we are aware of laws and any law changes.

Privacy, Rights and Responsibility

We respect your right to privacy and are committed to protecting your privacy. We have systems and processes in place to ensure that we comply with the Australian Privacy Principles. We comply with all Victorian legislation relating to confidentiality and privacy, including the Health Services Act 1988 (Vic), the Health Records Act 2001 (Vic) and the Information Privacy Act (2000). Click here to read our Privacy Policy, click to view our Rights and Responsibilities Policy.

Child Safe Policy

We are committed to child safety. We want all children to be safe, happy and empowered. We support and respect all children, as well as our employees and volunteers. We are committed to the safety, participation and empowerment of all children. We have zero tolerance of child abuse, and all allegations and safety concerns will be treated very seriously and consistently with our robust Policies & Procedures. Click to read our Child Safe Policy.

If you require a hard copy please contact one of our friendly team members on (03) 9430 9100.


Protected Disclosure

We encourage employees and members of the public to raise concerns of improper employee conduct and detrimental action. This supports our ability to maintain high standards of ethics and probity in the performance of our duties and delivery of services.

Although we are not governed by the Protected Disclosure Act 2012, disclosures are responded to in line with the requirements of the Act.

Members of the public are encouraged to make a disclosure when they believe on reasonable grounds that an employee of healthAbility has:

  • Engaged, is engaged or proposes to engage in improper conduct, or

  • Taken, is taking or proposes to take detrimental action

This also applies to other agencies contracted by healthAbility.


All disclosures and related evidence are considered in the strictest confidence by all parties involved during and following the disclosure and investigation. Protected disclosures of alleged improper or corrupt conduct can be made to the Chief Executive Officer or to the Chair of the Board of Directors at 917 Main Road, Eltham Victoria 3095 or call (03) 9430 9100.

Occupational Health, Safety and Risk

We have an Occupational Health and Safety Committee who meet on a bi-monthly basis to discuss any accidents or incidents or hazards that have arisen and that require further review and action. Staff are trained in health and safety and are encouraged to report any incidents or hazards. We also undertake a site audit on an annual basis to find any areas that are a hazard to either staff or clients.

Our Risk Management system aims to identify and manage risks across the whole organisation. It is reviewed by the board on a three monthly basis. We have a Risk Register that keeps track of our risks which looks at the likelihood and consequences of any risk.

Customer Feedback

Feedback about our service from clients, carers or their families enables us to improve our services and ensures that we deliver the best possible care to our community. We encourage suggestions, compliments and complaints and our staff are trained to work through issues raised and resolve them in a timely manner. Client feedback forms are available at all our sites and all feedback is confidential and does not stop you receiving service in the future.