Mental Health Commission
The Mental Health Commission (Commission) is committed to providing you with an effective and efficient complaints management process and welcomes your feedback.
Our Complaints and Feedback Management policy demonstrates we:
- listen to people’s views;
- are committed to learning from mistakes; and
- are committed to continuous improvement.
Please do not use this form if you:
- have a complaint about a non-Commission mental health, alcohol or other drug service - please go to the Making a complaint about a service section of this page
- are a staff member with a grievance - please speak to the Commission's People and Culture and advise them you have a grievance.
A complaint may be made by:
- filling in the electronic form below; or
- downloading this form and:
- emailing it to complaints@mhc.wa.gov.au;
- faxing to (08) 6553 0400; or
- posting it to GPO Box X2299, Perth Business Centre WA 6847.
- calling us on (08) 6553 0600 between 8:30am and 4:30pm, Monday to Friday; or
- visiting us in person at 1 Nash Street, Perth between 8:30am and 4:30pm, Monday to Friday.
What can you expect once you have made a complaint?
- How will I know my complaint has been received?
If you have emailed complaints@mhc.wa.gov.au you will receive an automatic response to let you know the Commission received your complaint. - What happens to my complaint?
Your complaint will be allocated to a staff member to investigate. If they need more information from you, they will contact you directly. You will be contacted within 15 business days to be provided with an outcome of your complaint. - What happens if it takes longer than 15 days to investigate?
If we need more time, a staff member will contact you to let you know an estimated timeframe we need to complete the investigation. - What happens if I am not happy with the outcome?
If you are dissatisfied with the outcome of your 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, post to GPO Box X2299, Perth Business Centre WA 6847, fax (08) 6553 0400 or email complaints@mhc.wa.gov.au. If the complainant is dissatisfied with the outcome of the internal review, a request can be made for an external review to the Ombudsman of Western Australia.
You have the right to speak up about things that make you feel unsafe or unhappy. Speaking up can be hard, but it is important to try so you can get help.
If you need help urgently, or you have been very badly hurt or are feeling very unsafe, call the police on 000.
How to make a complaint
You can choose to tell us how you’re feeling or your complaint through:
- filling in the electronic form below;
- downloading this form and:
- emailing it to complaints@mhc.wa.gov.au;
- faxing to (08) 6553 0400; or
- posting it to GPO Box X2299, Perth Business Centre WA 6847.
- calling us on (08) 6553 0600 between 8:30am and 4:30pm, Monday to Friday; or
- visiting us in person at 1 Nash Street, Perth between 8:30am and 4:30pm, Monday to Friday.
You can also be represented and supported by someone else (such as a family member, friend, counsellor or other professional support person) to help you with your complaint.
Tips on how to make a complaint
You can make a complaint about the Mental Health Commission as a young person by following the steps below.
- Find support
Ask someone you trust. Like a parent, friend, carer, teacher or coach. You can make a complaint on your own or they can support you to do it. You can also get someone who speaks your language to help you. - Tell your support person
Try to be clear about the problem.- Why are you unhappy?
- How has the problem made you feel?
- What would help fix it?
- Make your complaint
You might feel nervous, worried or upset, just try your best. You or your support person can take notes to remember what you said. You can also ask:- Who will be told about your complaint?
- What will happen next?
- Who will follow up and get back to you?
- How long will it take?
- What can you do if the problem is not fixed and you’re still not happy?
- How will they make sure you’re not treated differently because you made a complaint?
What happens when you make a complaint?
We will take your complaint seriously and do what we can to help.
These are the steps we will follow to help you with the worry, problem or information you have told us.
Other organisations that can help
To make a complaint about a mental health, alcohol or other drug service, the first step is to raise your concerns directly with that service.
All mental health, alcohol and other drug services are required to have a process in place to resolve complaints. Check their website or call the service and ask for more information. Often raising your concerns directly with the service is the most effective way of resolving complaints.
If you are unhappy with the response from the service or feel uncomfortable approaching the service directly you can contact the following services for assistance:
- Health and Disability Services Complaints Office (HaDSCO)
- Call 08 6551 7600 or free call 1800 813 583
- Health Consumers Council of Western Australia (HCC)
- Call 08 9221 3422 or free call 1800 620 780
- Mental Health Advocacy Service (MHAS)
- Call 08 6234 6300 or free call 1800 999 057
- Care Opinion
- Call 1300 662 996
- Mental Health Law Centre (MHLC)
- Call 08 9328 8012 or free call 1800 620 285
- Peer Based Harm Reduction WA (formerly WASUA)
- Call 08 9321 2877
- Carers WA
- Call 1300 227 377
- Ombudsman Western Australia
- Call 08 9220 7555 or free call 1800 117 000
- Australian Health Practitioner Regulation Agency (AHPRA)
- Call 1300 419 495
- Alcohol and Other Drug Consumer & Community Coalition (AODCCC)
- Call 08 6311 8402
- Commissioner for Children and Young People
- Call 1800 072 444
Make a complaint
Page last updated9 May 2025
