Mental Health Complaints Commissioner

Our organisation

To fulfil our functions under the Mental Health Act 2014 (the Act), we have established four main areas of operation.

We have built a diverse team that includes people who have experience in the mental health system as consumers, families, carers and employees. We work collaboratively and share a common commitment to having a positive impact through the work that we do.

Resolutions and Review

Our Resolutions and Review team members receive and respond to enquiries and complaints. They help people to raise concerns about public mental health services and provide referrals. They assess issues that are raised and work with consumers, families, carers and services to resolve complaints in ways that support recovery and improve services.

They use informal and formal dispute resolution approaches, and make recommendations to prevent a similar issue from happening in the future. The team also identifies quality and safety issues that may need review and further action.

Specialist Advice

Our Specialist Advice team members provide legal and other specialist advice for all areas of our work. This includes advice on any quality, risk and safeguarding issues identified in complaints. They provide input into the development of best practice approaches to complaint resolution and investigation.

Through case review and policy development, the team ensures our approaches address the principles and requirements of the Act, the Charter of Human Rights and Responsibilities Act 2006 and other relevant legislation.

Education and Engagement

Our Education and Engagement team members promote awareness of the MHCC and the role of complaints in safeguarding rights and improving people’s experiences with services. They provide advice, information and education on effective approaches to complaint resolution, policies and procedures.

They develop resources and programs to help address barriers to people making complaints. The team also engage our stakeholders to gain their feedback and support, which helps to ensure we meet the diverse needs of consumers, carers and services.

Operations and Strategic Projects

Our Operations and Strategic Projects team members manage our finances, information technology and human resources. They are responsible for developing data, evaluation and other operational systems that enable us to report effectively on the complaints made to the MHCC and the complaint reports received from services.

They also undertake strategic projects to explore root causes of complaints. We use information from the team’s data analysis and project outcomes to inform recommendations, submissions and reports that help drive service improvements.