Making a complaint about the MHC

The Mental Health Commission is committed to providing you with an effective complaints management process and welcoming your feedback.

Our Complaints and Feedback Management policy demonstrates that we:

• listen to people’s views;
• are committed to learning from mistakes; and
• are committed to continuous improvement.

We are committed to managing your complaint in a way that is timely, confidential, informative and fair.

Please do not use this form if you:

• have a complaint about a mental health service or a non-MHC alcohol and drug service - please go to the Making a Complaint about a Service page
• are a staff member with a grievance - please speak to the MHC People and Development Team and advise them you have a grievance.

A complaint may be made by filling in the form below, or in person, by phone, fax, email, in writing.

You can expect:

• an acknowledgement within 5 working days of receipt.
• information about the progress of the complaint within 15 working days of receipt. This will include timelines for completing the investigation.
• all complaints to be processed within 30 working days of receipt.
• If there is a delay in meeting this time frame, you will be advised of the intended completion date.

If you are dissatisfied with the outcome of you complaint you may request an internal review. All requests for an internal review must be made in writing (letter, fax or email) by the person who made the complaint, or their nominated person, to the area Director. When initiating an internal review the MHC will:

• conduct a transparent process;
• provide regular written communication to the parties involved; and
• provide information about the subsequent outcome.

If the complainant is dissatisfied with the outcome of an internal review, a request can be made for an external review to the Ombudsman of Western Australia.

Please fill in the form below, with as much information as possible.