We understand that contacting us is important for you or someone you care about. We're currently experiencing longer response times for some complaints.
Our staff are here to help you. Please keep conversations respectful and safe, so we can focus on understanding your concerns and providing the best possible support.
For a quicker response, please contact your service provider first, if appropriate.
To make a complaint, you can contact us:
By phone
Call us on 1800 246 054 (free call). Our lines are open between 9:30 am and 3:30 pm, Monday to Friday, except for public holidays.
We recommend contacting us by phone. While you are welcome to use our complaint form below, urgent or time-sensitive matters are best handled by phone. If you’re not sure whether we can help, if you’d like to speak with us about your concerns or if you need help completing the complaint form below, then please don't hesitate to contact us.
Online
This form usually takes 15-20 minutes to complete. Please have all your information ready, as this form cannot be saved progressively.
This form will log out after 30 minutes.
Privacy notice
We collect and use personal and health information provided to us to respond to concerns raised. Read our privacy policy. The information you enter in this form is hosted by the system owner of this service. You can access their privacy policy here.
By email
Email your complaints or inquiries to help@mhwc.vic.gov.au
You can also download and complete our complaint form below and email it to us.
Please call us at 1800 246 054 if you need assistance in completing the form.
By post
You can hand-write or print your complaint on any piece of paper and mail it to us at:
Mental Health and Wellbeing Commission
Level 15, 50 Lonsdale Street
Melbourne Victoria 3000
You can also write your complaint on our printable complaint form and send it to us:
Please call us at 1800 246 054 if you need assistance in completing the form.
Accessibility
If you are deaf, or have a hearing or speech impairment, you can contact us:
- Using the National Relay Service, and give them our free call number (1800 246 054) or National Relay Service website
- By email (help@mhwc.vic.gov.au) and we will arrange an appointment or video call using an interpreter.
For our multicultural communities
We can receive and respond to complaints in most languages. Please let us know if you would like us to arrange an interpreter. Our services are free, and we can take complaints in most languages by arranging an interpreter at no cost to you. You can email us at help@mhwc.vic.gov.au and we will arrange an appointment or video call using an interpreter.
You do not have to be an Australian citizen or permanent resident to make a complaint about a Victorian public mental health and wellbeing service.
We will protect your privacy, and your complaint will not affect your visa status.
If you have a complaint about us, please let us know using the visit feedback about us page.
To submit a Freedom of Information (FOI) request, visit our FOI page.
Types of complaints
We can respond to complaints from consumers, carers, families and kin
Direct to service complaints
You can complain directly to the service or the Mental Health and Wellbeing Commission for your concerns about a public mental health and wellbeing service.
How we handle complaints
More about our complaints process.
Our complaints process
An overview of what happens when you make a complaint with the Commission
Services you can make a complaint about
What mental health and wellbeing service complaints does the Mental Health and Wellbeing Commission deal with?
Services in our jurisdiction
Mental health and wellbeing services within our jurisdiction
Other relevant organisations
Find other organisations that take complaints about various issues that might be affecting you.
The '4 As' of complaint resolution
The ‘4 As’ of complaint resolution are the positive outcomes that can result from people’s complaints about Victorian public mental health and wellbeing services.
Complaint examples
This page includes examples of complaints. Some of these examples may be triggering and we advise caution to readers
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