Tell your story

Have you had trouble when making a complaint?

Have you found it challenging to make a complaint to the Mental Health and Wellbeing Commission (MHWC), formerly the Mental Health Complaints Commission (MHCC)? Your experience matters and could highlight crucial areas for improvement within Victoria's mental health system.

The MHWC is currently trying to appeal an order to release the recommendations that it has made to mental health services to improve. Advocates - including consumers, carers and clinicians - argue that releasing this non-identifying information will improve the mental health system and hold the MHWC and services accountable. While reporting on this appeal, journalists may want to reach out to people with lived experience about their troubles making complaints.

What people have said

Independent feedback obtained under freedom of information found that only 24% of people thought making a complaint to the MHCC helped them. A different question found that only 26% of people said it improved the service.

Independent Survey Evidence on the MHCC’s complaints service

“All I received was a photocopy of some document literally cut and pasted together forwarded to me… advise from you that you would have no further contact with me. Making me acutely aware you think I’m crazy.”

Evidence to the Royal Commission in 2020

“Nothing changed I was promised a follow up phone call from the health service that never came”

Speaking up can make a difference

Sharing your story can be a powerful way to drive accountability and ensure the system is responsive to consumer needs. Feedback from consumers has previously pointed to a lack of "bite" and follow-up from the Commission, with some finding the process "invalidating and disempowering".

This is an opportunity to contribute to real change. By speaking up, you can help ensure that oversight bodies effectively protect rights and improve services, as intended. Your insights can support the push for greater transparency and a more robust regulatory approach.

What speaking to a journalist involves

Simon Katterl (he/him) is the respondent (the opposition to the MHWC in this case) and is supporting people with lived experience to speak directly about their concerns to interested journalists. He made the original request for this information after working at the previous MHCC and because he believes it must improve. Simon can discuss your story with you before talk with a journalist if that helps.

If you choose to talk to a journalist about your experiences:

  • You keep control of what you say - if you don’t wish something to be included or change your mind, you can withdraw your consent (as long as it is close enough before publication)

  • You won’t have your name used if you don’t want to

  • You can bring a support person to your conversations with a journalist.

Ultimately, your story can help improve the system for others and hold services and the MHWC accountable for better outcomes.

If you are interested, let Simon know below