Our vision

Our vision is a public mental health system that welcomes and learns from complaints, and makes quality and safety improvements to protect the rights of consumers, families and carers and uphold the principles of the Mental Health Act 2014 in all aspects of service delivery.

Our principles

Our principles reflect the objectives of the Mental Health Act 2014 and the themes from our consultations with consumers, families, carers and services. Our principles ensure we are:

  • Driven by lived experience

We are driven by the voice and collective experience and wisdom of consumers, families and carers. We honour and respect lived experience in all our work.

  • Accessible

We understand that being accessible means different things for different people. We are responsive and flexible, and adapt our approaches to people’s individual needs and backgrounds. We work hard to make sure everyone can access and use our information and services, that our written material is easy to read and understand, and that our processes are simple.

  • Supportive

We do our best to assist everyone who contacts us – there are ‘no wrong doors’ at the MHCC. We listen with compassion, empathy and an open mind. We are person-centred and seek to understand what is most important to the person in resolving their complaint. We treat all people with respect, dignity and courtesy, and embrace diversity.

  • Accountable

We keep individuals and services informed about actions and outcomes through regular communication. Our decisions are based on fair and transparent processes and evidence, and our practices are consistent.

  • Collaborative

We understand the importance of good relationships and communication. We work together with individuals, carers, families, services and other stakeholders. We share what we learn. We use our resources and information to influence positive change.

  • Learning-focused

We always look for ways to learn and develop, asking people about their experience with us and drawing on their feedback to improve how we work.

Reviewed 14 April 2021

Mental Health Complaints Commissioner (MHCC)

The MHCC is an inclusive workplace that embraces diversity in all its forms.

We are driven by the voice, expertise and wisdom of people with lived experience of emotional distress, trauma, neurodiversity or mental health challenges and families and carers. We honour and respect this in all our work.

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