Under the Mental Health Act 2014 all Victorian public mental health services are required to provide a twice-yearly report of complaints made to them, and the outcomes of these complaints, to the MHCC.
We have recently provided services with individual reports that analyse and compare the complaints made to them with complaints made directly to the MHCC and services across the state, for the years 2015-16 to 2017-18. These reports help us, and services to gain insight into the experiences of Victorian consumers, families and carers and inform improvements to services. In meetings with services we review this data together, seek their feedback on how we can improve the reports and identify opportunities for service improvements.
More information, and a state-wide report on complaints received or closed by the MHCC and services from 2015-18 is available here: Statewide Complaints Report 2015-2018. This report describes the numbers of complaints made, who made them, what types of services and issues complaints were made about and their outcomes, state-wide. A state-wide report of 2018-19 complaints data is currently being developed.