Rights and Privacy

Service Users Charter of Rights

SACL is committed to promoting the rights of all victim / survivors of sexual assault.

As a service user you have the right to:

  • Be believed
  • Be treated with dignity & respect
  • Have access to information & options. This means that you will be provided with relevant information, so that you can make informed decisions.
  • Have control over your decisions. This means that the choices you make will be respected.
  • Have your information stored in a secure location.
  • Have confidentiality, anonymity & privacy maintained. This means that SACL will not discuss your circumstances with anyone outside of this service unless:
    • We have your permission to do so
    • Or there is a serious risk to your safety or the safety of another person or child.
    • We would discuss this with you and keep you informed in the process as much as possible.
  • Have access to an interpreter or to the National Relay Service


As a service user it is your responsibility to engage with the crisis line in a respectful manner. You can choose what you wish to discuss however, as SACL is an afterhours crisis line covering the state of Victoria, we cannot provide ongoing counselling support and callers are encouraged to access face to face counselling with a CASA or Counsellor of their choice to explore issues in more depth.

SACL has a zero tolerance towards all forms of violence.
Violence is not acceptable and any verbal abuse towards staff on the crisis line will not be tolerated.
If you have any questions or concerns about the support you received from SACL please contact the SACL Team leader on 8345 3021 or email saclfeedback@thewomens.org.au

The Privacy of your Personal Information

In accordance with the Victorian Health records Act (2001) and the information Privacy Act (2000) the Sexual Assault Crisis Line (SACL) respects your right to privacy. All calls to the service are confidential and information about your call can only be accessed by the staff in this service. All information collected is stored securely. It is important that you understand the purpose for which we may collect information about you and that this is explained to you. For more information please ask the counsellor when you speak to her.

Royal Women's Hospital information privacy brochure

Complaints/Feedback to SACL

We welcome your feedback and encourage you to bring to our attention anything that may be of concern or anything that you think we may be able to improve.

If you would like to discuss any aspect of the service you have received you can contact:

  • the SACL Team leader on 8345 3021 (during business hours Tues-Thurs)
  • leave feedback on our feedback page
  • email us at SACLFeedback@thewomens.org.au
  • the consumer advocate at RWH, locked bag 300 Parkville 3052
  • the health services commissioner 8601 5200 or 1800 136 066 (toll free)