In Victoria, everyone has the right to speak up and make a complaint about a mental health service and there are specialist organisations to help you do so.
For public mental health services
To make a complaint about a public mental health service in Victoria you can:
The MHCC is independent and can:
- help you raise your concerns directly with the service
- work with you and the service to help resolve your concerns
- discuss other options if they aren’t able to help.
The MHCC can receive complaints about any aspects of the treatment or care delivered by a public mental health service.
Any person who is genuinely concerned about someone’s experience with a public mental health service in Victoria can make a complaint. This includes people receiving care, families, carers, advocates, mental health workers and friends.
For private mental health services
The Health Complaints Commissioner can help with complaints about private mental health services.
Before contacting the HCC, your first step is to contact the person or the organisation and try to resolve the issue with them. If you find this difficult or are still unhappy, call the HCC. The HCC is independent and can:
- help you raise your concerns directly with the service
- work with you and the service to help resolve your concerns
- discuss other options if they aren’t able to help.
The HCC can receive complaints about any aspects of the treatment or care delivered by a private mental health service. This includes the privacy of and access to health information about you.
Any person who is genuinely concerned about someone’s experience with a public mental health service in Victoria can make a complaint. This includes people receiving care, families, carers, advocates, mental health workers and friends.
Contact details
It is a good idea to make your complaint as soon as possible. If you’re unsure about what to do, call the MHCC or OHSC for more information.
MHCC -for complaints about public mental health services
Call 1800 246 054 (free call from landlines)
Email Mental Health Complaints Commissioner
Visit Level 26, 570 Bourke Street
Melbourne Victoria 3000
HCC – for complaints about private mental health services
Call 1300 582 113
Email the Office of the Health Complaints Commissioner
Visit Level 26, 570 Bourke Street
Melbourne Victoria 3000
The MHCC and HCC are accessible
The MHCC and HCC receive and listen to complaints in any language through interpreters, and can arrange an interpreter at no cost to you when needed. If you are Deaf or have hearing or speech support needs, you can contact the MHCC and HCC through the National Relay Service or by email.
Where to get help
- Mental Health Complaints Commissioner
- Health Complaints Commissioner
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This page has been produced in consultation with and approved by:
Better Health Channel - (need new cp)
Last updated:
September 2015
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