Feedback, Compliments & Complaints
Give Feedback or Make a Complaint
At Melbourne Teaching Health Clinics (MTHC), your voice matters.
We are committed to providing safe, respectful and high-quality care. Feedback — including complaints — helps us improve our services, strengthen supervision and training, and enhance consumers (clients, patients, families and community) and student experience in line with our Strategy 2030 commitments.
We encourage you to share your experience with us. You can do this in several ways:
- Speak with reception or your clinician
- Complete our online form
- Email us at feedback@mthc.com.au
All complaints and feedback are centrally logged in our MTHC Feedback Register and will be acknowledged within 3 business days.
If you need support, interpreting services, or accessibility assistance, please let us know. Please refer to Australian Commission on Safety and Quality in Health Care website for downloadable information on your rights available in a range of languages.
Help us improve your experience
What Happens After You Raise a Concern?
We follow a structured, organisation-wide complaints process.
1. Acknowledgement
We will acknowledge your feedback within 3 business days
2. Classification
Your feedback is categorised (e.g. Service, Clinical, Communication, Environment) and rated to ensure appropriate handling
3. Investigation
A responsible lead is assigned:
- Clinic Director – service or environment matters
- Workforce & People Experience – behaviour or workforce matters
- Quality, Safety and Risk – systemic, compliance or reputational matters
4. Resolution
Our target resolution timeframe is 10 business days from receipt.
If more time is required, we will keep you informed.
5. Close Out & Learning
All feedback is reviewed for lessons learned and system improvement
How Feedback Improves Our Services
Feedback is integrated into our People Voice Dashboard, alongside:
- Patient surveys
- Student surveys
- Google Reviews
- Urgent feedback alerts
This data is reviewed:
- Monthly (operational review)
- Quarterly (Leadership & Board reporting)
- Annually (system-wide improvement review)
Where appropriate, we share outcomes through a “You Said, We Did” approach to demonstrate improvements made.
Urgent or Safety Concerns
If feedback relates to safety, harm, discrimination, or wellbeing risks, it is escalated immediately under our Urgent Feedback protocol
Your Right to External Review
You may contact an independent external body at any time.
Victorian Health Complaints Commissioner
The Victorian Health Complaints Commissioner is an independent statutory authority established under the Health Complaints Act 2016 (Vic).
You can contact the Commissioner if:
- You are not satisfied with our response
- You prefer to make your complaint externally
Phone: 1300 582 113
Website: https://hcc.vic.gov.au
The service is free and independent.
Complaints About Registered Health Practitioners
You may contact the Australian Health Practitioner Regulation Agency (AHPRA) regarding professional conduct or performance concerns.
Website: https://www.ahpra.gov.au
Phone: 1300 419 495
Privacy Concerns
If your feedback relates to how we handle your personal or health information, you may contact the Office of the Australian Information Commissioner.
Website: https://www.oaic.gov.au
MTHC complies with the Privacy Act 1988 (Cth) and relevant Victorian health privacy legislation.
Our Commitment
Our feedback process is guided by:
- Health Complaints Act 2016 (Vic)
- Victorian Complaint Handling Standards for Health Services
- Australian Charter of Healthcare Rights
- MTHC Strategy 2030 & People Voice Framework
We are committed to:
- Respectful and fair handling of feedback
- Confidentiality
- No disadvantage for raising concerns
- Continuous improvement
Contact Us
Melbourne Teaching Health Clinics
Level 2, 723 Swanston Street
Carlton Victoria 3053
Australia
Email: mthc-contact@unimelb.edu.au
Opening hours
Monday to Friday
8:30 am to 5.00 pm
Closed public holidays