Your Rights And Responsibilities When Using Our Services

Your Rights And Responsibilities When Using Our Services

Are you clear about your rights and responsibilities when using our addiction services and engaging with online information?

Last updated: 12 November 2025

1) Introduction

These Terms & Conditions (“Terms”) govern your use of the Changes Addiction Rehab website located at changesrehab.co.za (“Website”), any related online services, and any engagement that begins on or through this Website (collectively, the “Service”). By accessing or using the Service, you agree to be bound by these Terms and our Privacy Policy.

Provider: Changes Addiction Rehab, 216 Weltevreden Road, Northcliff, Johannesburg, South Africa, 2115.
Contact: [email protected]  |  081 444 7000

2) Who we are

Changes Addiction Rehab (“Changes”, “we”, “us”, “our”) is a licensed treatment centre in Johannesburg, South Africa. Our team provides assessment, medically supported detox (as applicable), and evidence-based psychosocial treatment. Clinical services are delivered by qualified professionals within the scope of South African health laws and relevant professional council rules.

3) Important health & emergency notice

  • No medical advice on the Website: Content on this Website is for general information only, is not a diagnosis, and is not a substitute for in-person medical or mental-health care.
  • Emergencies: If you or someone else is at immediate risk, call 112 from any mobile phone in South Africa or 10177/10111 (medical/police), or go to the nearest emergency unit.

4) Eligibility & access

You must be 18 or older to use this Website or request admission on your own behalf. Where the prospective patient is under 18, a parent/legal guardian must provide consent. We may decline access or care where legally or clinically required (e.g., safety risks, exclusion criteria, incomplete consent, or statutory restrictions).

5) Patient confidentiality, anonymity & dignity

We respect and protect patient confidentiality and anonymity in accordance with the National Health Act, 2003, applicable ethical rules (including those issued by the HPCSA and other councils), and the Protection of Personal Information Act, 2013 (POPIA). This includes:

  • Private consultations: Clinical discussions and records are confidential.
  • No public disclosure: We do not publish names, images, or identifiable details of patients (including testimonials) without valid, explicit, written consent. You may withdraw such consent prospectively.
  • Minimum necessary principle: We share information only on a need-to-know basis for care coordination, billing/authorisations, legal obligations, or where you have consented, or where disclosure is required/permitted by law (e.g., serious and imminent threat of harm, court order, notifiable conditions).

6) POPIA (privacy) summary

We are a “responsible party” under POPIA. We process personal information, including special personal information (health data), for lawful, explicit purposes: assessment, treatment, care coordination, quality assurance, legal compliance, billing/medical-aid authorisations, and patient safety. We use appropriate technical and organisational safeguards proportionate to risk.

Your rights include the rights to access and correct your information, to object to certain processing, and to lodge a complaint with the Information Regulator. Please see our Privacy Policy for full details, including data categories, retention, cross-border transfers (if any), and security safeguards.

7) Health records & retention

Clinical records form part of your health record and are retained for the minimum periods required by South African law and professional rules (often at least six years, or longer in specific circumstances). Records may be archived securely after discharge. Access requests are handled under POPIA and the Promotion of Access to Information Act (PAIA). Our PAIA manual (where applicable) and request process are available on request.

8) Telehealth & remote communication

Where appropriate and lawful, certain interactions may occur via telephone, video, email, SMS, or secure messaging. Telehealth is governed by South African laws and relevant council guidelines. Remote communication carries inherent privacy risks; we take reasonable steps to secure channels, but we cannot guarantee absolute security of third-party platforms (e.g., email providers). You may opt out of non-essential channels at any time.

By submitting your details through forms, email, or phone, you consent to being contacted about assessments, admissions, clinical updates, billing/authorisations, and related operational matters. With your explicit, separate consent, we may send non-essential updates or newsletters. You may withdraw marketing consent at any time using the provided opt-out methods.

10) Admissions, medical aid & fees

  • Assessment first: Admission depends on clinical assessment, bed availability, and, where relevant, medical-aid authorisation.
  • Estimates: Any cost estimate is indicative. Final billing can vary based on clinical needs, length of stay, and benefits authorised by your medical aid.
  • Payments: You remain ultimately responsible for fees not covered by your medical aid or other third parties.
  • Cancellations: If you cancel or do not arrive after confirming admission, reasonable administrative or holding fees may apply, to the extent permitted by South African law.

11) Website content & intellectual property

Unless otherwise indicated, all content on this Website (text, graphics, logos, images, video, and layout) is owned by or licensed to Changes and is protected under applicable intellectual-property laws. You may not reproduce, adapt, or distribute Website content except for personal, non-commercial use, and provided any notices remain intact.

12) Acceptable use

You agree not to misuse the Website or interfere with its operation, including (without limitation) by introducing malware, scraping without consent, attempting unauthorised access, or infringing any person’s rights. We may suspend or restrict access where we reasonably suspect misuse or to protect patients, staff, systems, or the public.

Links to external websites, platforms, or social media are provided for convenience only. We do not control and are not responsible for their content, security, or privacy practices. Use third-party resources at your own risk and review their terms and policies.

14) Disclaimers

  • “As-is” Website: The Website and its information are provided “as is” and “as available”. While we aim for accuracy, we do not warrant completeness, timeliness, or error-free content.
  • No guarantee of outcomes: Recovery is individual. We do not guarantee any particular clinical outcome or timeframe.
  • Service availability: We may interrupt or modify the Website for maintenance, security, or legal reasons.

15) Limitation of liability (to the extent permitted by South African law)

To the maximum extent permitted by law, we will not be liable for indirect, incidental, special, or consequential loss arising from your use of the Website or reliance on its content. Nothing in these Terms limits liability for death or personal injury caused by our gross negligence, fraud, or any liability that cannot lawfully be excluded or limited in South Africa.

16) Indemnity

You agree to indemnify and hold us harmless against claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising from your unlawful use of the Website, violation of these Terms, or infringement of another person’s rights, to the extent permitted by South African law.

17) Changes to these Terms

We may update these Terms from time to time. Material changes will be posted on this page with a new “Last updated” date. Continued use of the Website after changes take effect constitutes acceptance of the updated Terms.

18) Governing law & jurisdiction

These Terms are governed by the laws of the Republic of South Africa. You agree to the exclusive jurisdiction of the High Court of South Africa (Gauteng Local Division, Johannesburg) in relation to any dispute arising from or connected with these Terms or your use of the Website.

19) Contact

Questions about these Terms, privacy, or your information rights can be directed to:
Changes Addiction Rehab
216 Weltevreden Road, Northcliff, Johannesburg, 2195
[email protected]  |  081 444 7000
Service area: Houghton Estate, Melrose North, Sandhurst, Johannesburg, Northcliff, Bryanston, Sandton, Inanda, Greenside, Randburg.

20) Definitions

  • “User” means any person accessing or using the Website.
  • “Patient” means a person receiving, or assessed to receive, clinical services from Changes.
  • “Personal Information” and “Special Personal Information” have the meanings given in POPIA (including health information).
  • “Health record” means clinical and administrative documentation relating to your care.
  • “Service” means the Website and associated online interactions described in these Terms.

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Related Questions

When will the team break confidentiality and tell my family what’s happening?

Confidentiality is real, but it isn’t absolute. Under South African law and standard clinical ethics we keep your clinical information private, but we will disclose without your consent if there is an imminent risk to life or serious harm (to you or someone else), if there is a statutory duty to report (for example certain forms of child abuse or court orders), or if a judge signs an order for records. Minors and people who lack capacity are handled differently: parents or legal guardians generally have access to records for children, but clinicians will still try to protect adolescent privacy where safe and appropriate, following assessment of capacity. Practically: ask for the facility’s written confidentiality policy on admission, get the limits of disclosure in writing, and name exactly who you authorise us to speak to. If you want family involved but limited to specific topics (medication updates only, for instance), put that in a signed consent — it’s how we avoid unnecessary breaches while keeping families informed when it counts.

Can I force treatment for a relative who’s psychotic, violent, or refusing care?

Yes — but not casually. South Africa’s Mental Health Care framework allows for involuntary admission and treatment when a person is a danger to themselves or others or cannot care for themselves because of a mental disorder, but there are legal safeguards. A designated healthcare practitioner must assess the person, and a formal application is required; urgent short-term admission can be arranged, but longer detention must be reviewed by the relevant review board. Families should bring ID, any medical records, and detailed observations of behaviour (dates, incidents) to speed an assessment. We will explain the legal steps, your relative’s rights (including representation), and how long a temporary admission can last before a review. Don’t try to “force” someone into a facility without following the legal route — that exposes you and the facility to criminal and civil risk and can make care harder to deliver.

What exactly am I required to tell clinicians about substance use and medical history?

You must give a full and accurate clinical history — that includes current substances, doses, last use, prescribed medications, allergies, pregnancy or breastfeeding, HIV/TB status if relevant, and any past detox complications (seizures, delirium tremens). Clinicians need that detail because withdrawal from alcohol, benzodiazepines or mixed polysubstance use can be life‑threatening and changes treatment plans immediately. Withholding information isn’t a minor sin: it can lead to inappropriate medication, poor monitoring, and refusal of admission if it creates an unacceptable safety risk. Families also have responsibilities: don’t bring contraband into facilities (no illicit drugs, unprescribed meds, or weapons), and be honest on consent forms. If you’re worried about criminal exposure, discuss it with the intake team — clinical safety comes first.

How should we use the service’s online information and telehealth without making things worse?

Think of our website and online articles as preparatory information — they’re educational, not a diagnosis. Use them to prepare questions, recognise red flags (suicidal thoughts, severe withdrawal, psychosis) and understand basic rights and processes. Telehealth can be valuable for follow-ups and assessments, but it has limits: clinicians can’t perform a physical exam, observe full behaviour in person, or legally detain someone via a video call. Before any online consult we will get explicit informed consent for electronic communication, explain data privacy under POPIA, and confirm clinician registration (check the clinician’s HPCSA number if you want to verify). Don’t rely on online groups for clinical decisions; if someone is acutely unwell call emergency services or bring them in — an article or chat group won’t substitute for immediate medical care.

My relative’s rights were ignored — what exact steps do I take in South Africa?

Start inside the facility: request the clinical records and file a written complaint with the facility manager — demand an incident report and timelines for response. If you don’t get a satisfactory reply, escalate to the Health Professions Council of South Africa (HPCSA) for professional conduct complaints, and to the Information Regulator for POPIA breaches if personal data was mishandled. For grievances about involuntary admission or treatment you can apply to the Mental Health Review Board. Keep copies of all correspondence, names of staff you spoke to, dates and times, and any supporting evidence (photos, messages, witness statements). If harm occurred, get independent medical/legal advice promptly; Legal Aid South Africa or a private attorney with health-law experience can advise on civil claims. We’ll assist with contact details and documentation if you ask — facilities are required to cooperate with complaints processes.

Changes Addiction Rehab professional memberships and accreditations
© 2025 Changes Addiction Rehab PTY LTD (‎2013/152102/07) of 216 Weltevreden Road. Northcliff, Johannesburg, South Africa

Changes Addiction Rehab is licensed by the South African Department of Social Development (Practice No. 0470000537861) and the Department of Health, and is a registered detox facility and practice with the Board of Healthcare Funders. Our treatment programme is led by counsellors registered with the HPCSA, working alongside a multidisciplinary team of medical professionals under a unified practice. We are proud, standing members of the International Certification & Reciprocity Consortium (IC&RC), the Occupational Therapy Association of South Africa, the South African Council for Social Service Professions, the South African Medical Association, the South African Nursing Council and the South African Society of Psychiatrists. Changes Addiction Rehab has been in continuous professional operation since 2007, when it was founded by Sheryl Rahme, who has worked in the addiction treatment field since 1984. Our core clinical team brings over 100 years of combined professional addiction recovery experience.