Consumer Rights and Responsibilities

Slide Notes

Introduction
Customer rights are defined as an agreement between the customer and a provider of the service
to protect the customer from harm. Customer rights are aimed to ensure fair and honest practices
on the part of service provider in relation to the customer. Customer rights are formed to make
the customers aware about the malpractices in the market and the ways to deal with such wrong
practices.
The Australian Dental Association (ADA) issued the rights and protections for the dental
patients. These rights are governed by federal and state laws to encourage the improvement the
health and maintain discipline in dentistry. Active relationship between the patient and the health
team is important for the good health care (Australian Dental Association, 2018).
Establishment of consumer rights
To protect the interest of consumers the competition and consumer act, 2010 was implemented.
This law was developed by the council of Australian Governments. For the protection of patients
interest in dentistry first dental act was announced on 16 December, 1887. In 1992, Australian
Dental Council was formulated to safeguard the interest of the dental patients. Patients’ bill of
rights in dentistry was formulated in 2010 by Australian Dental Board.
Customer Rights in dentistry
The fundamental rights of patients undergoing dental practices stated by the Australian Dental
Association (ADA) are:
 Right to Choose
The patient has the right to choose his own dentist. The dentist cannot deny treating the patient
because of his race, caste, sexual orientation or other discriminatory reason.The patient can also
go for the second option any time without the fear of insulting the dentist.

 Right to full information
The patient has the right to know about the prescribed treatment process and his current
condition. The patient has the right to know about the education and training of the doctor, the
complete explanation of the treatment procedure and risk associated and expected cost of the
treatment. The patient can ask questions about all these to solve his queries.
 Right to care
The patient has the right to check the arrangements for proper care and emergency treatment. It
provides the customer with a respectful treatment with a choice to decline any part of treatment
process if find unsuitable for him. And can seek for alternate treatment option (Watson, 2018).
 Right to Privacy
Everything related to the care of the patient must be held and maintained with utmost privacy.
The dentist is not allowed to share that how the patient is being treated, about the people
involved in the treatment and any other health care operations of the dental procedure.
 Right to obtain dental records
The patient can ask for the copy of his dental records. The provider is responsible for
maintaining and securing the records of the patients (Dentistry Guide, 2018).
 Ethical and moral conduct
The dentist and all his or her staff is responsible to treat the patient with courtesy, respect and
highest professional.
 Right to Timely Treatment
The patient has right that his treatment will be completed in a timely manner (Dental Council,
2018).
 Right to dignity