The Community Pharmacy Service Charter and Customer Service Statement

The Community Pharmacy Service Charter has been developed as part of the Fifth Community Pharmacy Agreement between the Australian Government and the Pharmacy Guild of Australia.

The Charter is based on the Australian Charter of Healthcare Rights and has been adapted to community pharmacy after consultation with consumers, carers and other groups. It aims to inform patients and consumers of their rights, as well as the quality of health services they can expect to receive from their community pharmacy.  

The Customer Service Statement has been developed in conjunction with the Charter and will provide your customers with information about your pharmacy and what specific professional services you offer.  A template and example Statement is available on this web page. 

PLEASE NOTE: The design of your Statement does not need to match the sample or template however it MUST include all mandatory fields and the statement in red indicating your pharmacy is PBS approved.

All pharmacies are strongly encouraged to display the Charter and Statement and adhere to the intent of the Charter as a commitment to providing quality healthcare. 

The Charter and Statement are also key eligibility requirements for the Pharmacy Practice Incentives (PPI) Program. This Program provides incentives to eligible community pharmacies for the delivery of quality professional services to improve patient health outcomes. To receive these incentives and comply with your accreditation through the Quality Care Pharmacy Program (QCPP), you are required to display and adhere to the Charter and Statement from 1 July 2011.

For questions regarding the correct use of the Charter or if you require further copies of the Charter or information brochure please email support@5cpa.com.au or phone 1300 555 262.