Making a complaint
We encourage you to think about making a complaint. You have the right to speak up and to have your concerns heard.
Complaints can lead to improved services and experiences for everyone.
We can assist you to make a complaint and help you write down the details. We want making a complaint to be as easy and simple as possible.
You can also contact us to discuss your concerns and options. We may be able to assist you with raising your concern with the service without making a complaint to our office.
We are completely independent and separate from mental health services and the Department of Health.
You can make an enquiry or complaint by
Phone: 1800 246 054 (free call from landlines)
Fax: 03 9949 1506
Our office is open Monday to Friday, 9 am to 5 pm.
You can also download an MHCC contact form and send to us by post, email or fax to let us know the best time to discuss your concerns.
If you would like a complaint form to be emailed or posted to you or if you would like to discuss other options for making a complaint please contact us.
We can receive and listen to complaints in any language. Please let us know if you would like us to arrange a free interpreter in your language.
Who can make a complaint?
Anyone can contact us to talk about their concerns.
The Mental Health Act 2014 says we can accept complaints from:
- People receiving or trying to access public mental health services (consumers)
- Any person who is acting on behalf of a consumer
- Any person who has a genuine interest in the well-being of a consumer
This means that consumers, carers, family members, friends, advocates, staff and any other person who has concerns about a person’s experience with a public mental health service can make a complaint to us.
We would also like to hear if you have had a positive response to making a complaint.
What kind of complaint can you make?
You can talk to us about any concern or complaint about public mental health services in Victoria.
You can also talk to us if your complaint is about not receiving a service.
Even if it’s not something that we are able to deal with, we will help you find the best person to talk to and help you.
What happens when you contact us to make a complaint?
When you contact us we will listen and seek to fully understand your concerns.
We will ask you for some information:
- Your name and contact details
- What your complaint is about
- Who is involved
- What you would like to happen next
If you have any concerns about sharing this information with us, please let us know.
We will talk about options for dealing with your concerns.
We will work with you and the service to address your concerns, to safeguard your rights, and to improve things for others in the future.
There are a number of ways in which we can assist to resolve your complaint, including:
- Informal resolution processes
- Receiving and monitoring undertakings from services
- Conducting conciliations and providing advice and recommendations to services
We will also consider whether it is necessary to conduct an investigation or issue a compliance notice to a service.
We will keep in contact with you while we work to resolve your complaint. If you contact us by email or letter we will get back to you in 5 days.