Individual service reports

Reports

The reports in this section summarise data for each mental health and wellbeing service about complaints made to the former Mental Health Complaints Commissioner (MHCC) and directly to services for the 2019-2023 period as well as to the Mental Health and Wellbeing Commission (the Commission) and directly to the services for the 2023-2024 period.

On 1 September 2023, the functions of the MHCC were absorbed by the Commission.

The reports include statistics about the types of issues raised and how complaints were resolved.

We have 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 former MHCC or the Commission.

The presentations provide a comparison across services and across time to enable services to identify trends and areas for improvement.

Limitations

The presentations show that trends in complaints made to the former MHCC, the Commission, 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 may reflect higher numbers of issues experienced by people accessing those services; however, it may also reflect the 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.

Disclaimer

The data in the following presentations has been produced and processed from reports generated by the former MHCC’s and the Commission’s database and reports provided by Victorian public mental health and wellbeing 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 during the reporting period.