On 1 September 2023, the work and functions of the Mental Health Complaints Commissioner (MHCC) were transferred over to the Mental Health and Wellbeing Commission (MHWC). The resources on this page contain branding used by the MHCC as the Complaints Self-assessment Tool was originally developed by them. The Mental Health and Wellbeing Commission (MHWC) is developing a new brand, with the Complaints Self-assessment Tool to be updated once this work is complete. In the meantime, you can still use the Tool to self-assess and better understand your organisation’s local complaints processes and identify opportunities to make improvements.
Complaints Self-Assessment Tool
One of MHWC’s roles is to work with public mental health and wellbeing services to improve their local complaints processes so that consumers and carers can feel more confident complaining to services directly rather than via the MHWC.
The Complaints Self-Assessment Tool (the Tool) has been co-designed with lived experience representatives, and in close consultation with stakeholders across Victoria’s public mental health services.
The Tool enables staff involved in the complaints process to self-assess and better understand their organisation’s local complaints processes and identify opportunities to make improvements within the service.
The Tool will assist services in examining all parts of their complaints process, share good practice examples and ideas with one another, and compare change over time and across the sector. It will generate a personalised report for each respondent, providing examples of good practice as well as engagement material to support continuous improvement discussions.
The Tool is part the effort to build a positive complaints culture across Victoria’s public mental health and wellbeing system, where complaints are seen as a vital part of building a better system for the future. When consumers and carers make a complaint, they are sharing valuable lived experience that can lead to service improvements.
Video: How to use the Tool
This 13-minute video demonstrates how the Tool works and how it might be used in your service. It features direct feedback from Victorian public mental health services, including lived experience staff, about their experiences with the Tool.
Frequently asked questions