The annual report of the Mental Health Complaints Commissioner (MHCC) for 2018–19, as well as its summary, have just been released and are available here.

The MHCC is an independent specialist body established under the Mental Health Act 2014 to safeguard people’s rights, resolve complaints about Victoria’s public mental health services and recommend service and system improvements.

In 2018–19 the MHCC:

  • received 2195 new enquiries and complaints – more than ever before
  • achieved 91 per cent positive outcomes and actions for consumers, families and carers from complaints, either through them being fully or partially resolved or through assistance to raise directly with the service
  • 167 actions to improve Victorian public mental health services, including 77 formal recommendations, 88 service improvements and accepting two undertakings from services to take specific actions in response to complaints, with more currently being negotiated
  • received twice-yearly local complaints reports relaying 1,842 in-scope complaints from 100% of Victorian public mental health services
  • reached thousands of people through our education and engagement activities.

See the key trends in people’s complaints about Victoria’s public mental health services and lessons learned that improve the system for all.

This year, they made a submission to the Royal Commission into Victoria’s Mental Health System, drawing directly on the lived experiences, insights and views of the people who have spoken up in the over 16,000 complaints made or reported to our office over our first five years of operation. This is available via the website link here.

Caitlin Evans
Senior Communications and Engagement Officer

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