Feedback/Complaints

  • Mental Health welcomes feedback (comments, compliments and complaints). It helps us review, evaluate and improve the service and care we offer. We appreciate both positive and negative feedback and take all complaints very seriously.

    There are several ways you can give feedback:

    • Whenever possible raise the matter directly with the staff involved. It is often the quickest and easiest way to resolve the issue.
    • If this does not work, contact the Team Coordinator (manager) at the site you attend your appointment 
    • If you are not satisfied with the response, or would like more support, talk to the RCH MH Consumer Consultant on 93456011

            You can send your feedback via email: MH.Complaints@rch.org.au

            Alternatively you can use this link to print our feedback form and mail it to us. Feedback forms are also available in waiting areas and may be returned to the feedback box.

    • If you are still not satisfied, you may contact the Director, RCH Mental Health

    • If you feel your complaint cannot be resolved within RCH, you may contact the Victorian Mental Health Complaints Commissioner
      Telephone 1800 246 054 (free call from landlines)
      Email help@mhcc.vic.gov.au

    All complaints will be dealt with thoroughly and quickly. We will acknowledge receipt of your complaint without delay and aim to resolve it within 30 days. This may vary, however, depending on the complexity of the issue.

    All feedback will be kept confidential and you do not have to include your name. However, if you would like us to contact you about your feedback or complaint, you will need to give us your name and contact details.

    You may prefer to follow the RCH feedback process, which involves the RCH Consumer Liaison Officer.