www.mhcc.vic.gov.au

The MHCC deals with complaints about the following Victorian public mental health services:

  • NDIS services, but only if your complaint is about things that happened before 1 July 2019 or before the service was funded by the NDIS. Otherwise, please contact the NDIS Quality and Safeguards Commission.

Complaints to the MHCC are often about difficulties in accessing public mental health services, or the treatment and care provided by them. Find What do people make complaints about?

You have the right to make a complaint to the MHCC, or to contact the service directly.  Every Victorian service must have its own process to help you speak up and raise your concerns. We can support you to do this.

If you’re not sure whether the MHCC can help you, contact us. There is ‘no wrong door’ at the MHCC. Even if we can’t help with your concerns, we will do our best to connect you with people who can.

Differences between the public and private mental health systems

It is estimated that 1 in 5 people will experience mental health challenges in their lifetime. Most people will receive treatment and support from their GP or a private psychologist or psychiatrist.  Public mental health services are available both in hospital and in the community but support only a very small proportion of people. Complaints about public mental health services in Victoria are dealt with by the MHCC. 

For more information on Victoria’s public mental health system, visit:

The private mental health system in Victoria includes private hospitals and private psychiatrists, psychologists and general practitioners (GPs). The Health Complaints Commissioner deals with complaints about private mental health services and providers in Victoria including GPs.

Aphra

Aphra can also deal with complaints about the practice or behaviour of practitioners registered by it (such as doctors, nurses and psychologists). Find Is another complaints or review body more appropriate for you?

We have different roles. The MHCC will usually be the appropriate body to seek to resolve a complaint about a public mental health service. Ahpra's role is to protect the public by ensuring only staff who have the appropriate skills and behave appropriately can work as registered health practitioners.

The MHCC is required by law to notify Ahpra if we receive a complaint about a registered health practitioner and to share a copy of the complaint with Ahpra. The MHCC and Ahpra decide which organisation should deal with the concerns. Sometimes the MHCC and Ahpra deal with different aspects of the same complaint. 

Reviewed 13 April 2021

Mental Health Complaints Commissioner (MHCC)

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