Compliments, complaints and comments

Provide your feedback directly to Monash Health

Monash Health welcomes all feedback about the services we provide and the manner in which they are delivered.

Your feedback might be:

• a suggestion about an improvement;
• a compliment about a staff member or service;
• a complaint or concern about care provided;
• about our consumer information;
• suspected misconduct or unethical behaviour by Monash Health employees;

Your feedback is used to improve the quality and consistency of care and services provided. It is confidential and will not affect your care or the services provided for you. It will be treated with respect and dealt with in a timely, courteous manner.

Providing feedback

Online feedback form

Email

Please email us at: feedback@monashhealth.org

Post

Download and print the consumer feedback form and mail your completed form to:

Patient/Consumer Relations Coordinator Monash Health
Locked Bag 29
Clayton South
Victoria 3169

You may also submit feedback in your preferred language using the translated feedback forms below.

Paper feedback form

Paper feedback forms are located in most patient areas or you can ask a staff member to provide you with one.

Patient/Consumer Relations Coordinator

Contact the Patient/Consumer Relations Coordinator by phone at the relevant hospital/service listed below.

They are available Monday to Friday from 9am – 3pm (apart from public holidays). If you call and staff are not available, you may leave a message and we will call you back as soon as possible.

If you have provided us with a complaint, we will contact you to let you know we have received your complaint and inform you of any decisions made and/or action taken. We aim to investigate and resolve complaints within 35 days.

All compliments, complaints and comments will be sent to the appropriate teams or services for review, discussion and consideration.

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial.

To lodge a complaint with the HCC:

• Fill out a complaint form online at www.hcc.vic.gov.au; or
• Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

Is there anyone else external to Monash Health that I can register a complaint with?

Public Interest Disclosures (formerly known as Whistleblowing and Protected Disclosures)

Complaints about corruption or serious misconduct as described within the Public Interest Disclosures Act 2012 (Vic) involving public health services in Victoria should be made directly to the Independent Broad-based Anti-corruption Commission (‘IBAC’).

Monash Health encourages individuals to raise their concerns about corruption or serious misconduct with IBAC. Individuals who feel some detrimental action has been, or may be, taken against them if they make or assist in a complaint are also encouraged to raise those concerns directly with IBAC.

The IBAC website provides detailed information about the types of complaints that can be made to IBAC, your privacy options, the statutory rights and protections that might be available for these complaints and the process for management of complaints.

If Monash Health becomes aware that a complaint is, or might be, made to IBAC, Monash Health will take reasonable precautions to prevent detrimental action being taken in reprisal of any person making or assisting in that complaint.

IBAC can be contacted on 1300 735 135 or via their website at: https://www.ibac.vic.gov.au.

Provide feedback in another language

• Request an interpreter and speak to your healthcare team about your feedback.
• Call Language Services on 9594 2374 to arrange to speak to the Patient/Consumer Relations Coordinator with an interpreter during business hours.
• You may write to us via letter or email in your preferred language and we will arrange for this to be translated at no charge to you. You may also submit feedback in your preferred language using the translated feedback forms below.

Translated feedback forms

• Arabic
• Bosnian
• Burmese
• Chinese (simplified)
• Dari
• Farsi
• Greek
• Hindi
• Italian
• Khmer
• Spanish
• Turkish
• Vietnamese

External resources

• Office of the Health Complaints Commissioner
  PH: 1300 582 113
• Office of the Public Advocate
  PH: 1300 309 337
• Elder Rights Advocacy
  PH: (03) 9602 3066
• Aged Care Complaints Investigation Scheme
  PH: 1800 550 552
• Mental Health Complaints Commissioner
  PH: 1800 246 054