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At Stellar Smiles, we are committed to providing safe, respectful, and high-quality dental care. We support the Australian Charter of Healthcare Rights, which outlines the rights of all people receiving healthcare in Australia.

Our patients have the right to:

  • Access safe, high-quality dental care.
  • Be treated with dignity, respect, and compassion.
  • Receive clear information about their oral health and treatment options.
  • Be involved in decisions about their care.
  • Have their personal and health information kept private and confidential.
  • Provide feedback or make a complaint without fear of discrimination or affecting their ongoing care.
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Appointments

We aim to offer appointments that meet your individual treatment needs.

Appointment reminders may be sent by SMS, phone, email, or post.

If you are unable to attend your appointment, we kindly ask that you provide at least 24 hours’ notice. Late cancellations or missed appointments may incur a cancellation fee or require a booking deposit for future appointments.

If your preferred appointment time is unavailable, we will do our best to offer an alternative time, another clinician, or another suitable appointment.

For dental emergencies outside business hours, please contact Healthdirect Australia on 1800 022 222.

Your Safety

Your safety is our highest priority.

To help us provide safe and appropriate care, we ask that you provide complete and accurate information about your medical history, medications, allergies, and any existing health conditions.

If an unexpected event occurs during your care, we are committed to being open and transparent. We will explain what happened, discuss any potential impacts, outline the next steps, and provide ongoing support where required.

Respect and Inclusion

At Stellar Smiles, every patient is treated with courtesy, dignity, and respect.

We welcome people from all backgrounds and are committed to providing care that respects your culture, beliefs, values, language, and individual needs.

We also ask that all patients treat our team and other visitors with respect. We maintain a zero-tolerance approach to abusive, threatening, or discriminatory behaviour.

Communication and Informed Consent

We believe that informed patients make confident decisions about their oral health.

Before commencing treatment, your dentist will explain:

  • Your diagnosis.
  • Available treatment options.
  • Benefits and potential risks.
  • Alternative treatment options.
  • Expected costs.

You will have the opportunity to ask questions and make an informed decision before treatment begins. For more complex treatment, you are welcome to take additional time or involve a family member, carer, or trusted support person.

Privacy

Your privacy is important to us.

Stellar Smiles manages your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Your information is collected only for purposes related to your dental care, administration, and billing, and is stored securely. We will only share your information with other healthcare providers when necessary for your treatment or where required by law.

You may request access to your dental records at any time. Requests should be made in writing, and reasonable administrative fees may apply where permitted by law.

Feedback and Complaints

We value your feedback and continually strive to improve our services.

If you have a compliment, concern, or complaint, we encourage you to speak with our team so we can work with you to resolve the matter promptly and fairly.

Complaints may be submitted through our online contact form or in writing. We aim to acknowledge all complaints within one business day and will investigate and respond as quickly as reasonably possible.

If you are not satisfied with the outcome, you have the right to raise your concerns with the appropriate external health complaints body or the Dental Board of Australia.

Contact Us

If you have any questions about your rights, our policies, or would like to provide feedback, please contact our team.

We are committed to delivering exceptional dental care in a safe, respectful, and welcoming environment.