The reports below summarise data for each service about complaints and compliments made to the Mental Health Complaints Commissioner (MHCC) and directly to services for the 2019-2022 period. The MHCC was an independent specialist body established under the Mental Health Act 2014 (Vic). Its Commissioner and staff worked to safeguard people’s rights, resolve complaints and recommend service and system improvements.
On 1 September 2023, the functions of the MHCC were absorbed by the Mental Health and Wellbeing Commission (MHWC).
The reports include statistics about the types of issues raised and how complaints were resolved.
The MHCC categorised the issues raised in complaints from the perspective of the person making the complaint. The categorisation does not indicate that the concerns or any allegations were confirmed by the MHCC.
The presentations provide a comparison across services and across time to enable services to identify trends and areas for improvement.
The presentations show that trends in complaints made to the MHCC and directly to services may vary across services, and caution should be used while making conclusions about relative rates of complaints.
Higher rates of complaints made to the MHCC may reflect higher numbers of issues experienced by people accessing those services; however, it may also reflect services’ efforts to make consumers aware of their right to make a complaint.
Similarly, higher rates of complaints reported by services may represent effective complaints reporting processes and/or a positive complaints culture. It may also demonstrate higher numbers of issues experienced by people who use those services.
The data in the following presentations has been produced and processed from reports generated by the MHCC database and reports provided by Victorian public mental health services. Although the data has been subject to a limited verification process, it may contain errors and it may not be accurate or complete for a range of reasons, including issues with reporting of the data and possible duplication of complaints.
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