Feedback, Complaints and Compliments
Your feedback is important to us. It helps us understand what we are doing well, and where we can do better, so we can keep improving mental health care for consumers, carers and the community.
You have the right to share your experience – whether it is a compliment, a concern, a suggestion or a complaint – and to be listened to with respect. Giving feedback or making a complaint will never affect the care you or your loved one receives.
This page explains how to share feedback, how to make a complaint, who can support you, and the independent services available if you are not happy with our response.
Why does my feedback matter?
Feedback from consumers, carers, families and the community helps us provide safer, more respectful and more responsive care.
When you tell us about your experience, you help us to:
- know what is working well and should continue
- recognise staff and teams who have made a difference
- understand where things can be improved
- make changes that benefit others using our services.
Your voice is a valued part of how we improve mental health and wellbeing services.
How can I give feedback or a compliment?
There are several easy ways to share your feedback or pass on a compliment:
- complete the feedback form on the GV Health website
- pick up a paper feedback form, available across our hospital campuses
- phone the Consumer Experience Team on (03) 5832 2258
- email feedback@gvhealth.org.au
- speak with any staff member, who can help you share your feedback.
Compliments are welcome and appreciated, and are passed on to the relevant staff and teams.
Give feedback online: GV Health Feedback
How do I make a complaint?
You can make a complaint using any of the options above – online, by phone, by email, on a paper form, or by speaking with staff.
When making a complaint, it helps to include:
- what happened, and when
- who was involved, if you know
- how it affected you or the person you care for
- what outcome you are hoping for.
You do not need to use any special words or forms. Our Consumer Experience Team is there to help you through the process.
Contact: Consumer Experience Team — (03) 5832 2258 — feedback@gvhealth.org.au
What if I have a concern while I'm in hospital?
If you are currently in hospital and have a concern, the quickest way to have it addressed is to talk with the staff providing your care, or ask to speak with the nurse in charge.
This helps us respond quickly and directly, while you are still with us. You can also ask a family member, carer, or an advocate to speak on your behalf, with your consent.
Can I give feedback anonymously?
Yes. Anonymous feedback is welcome – you do not need to provide your details.
Please note that if you choose to remain anonymous, we may be unable to fully investigate your concerns or provide you with a response. If you would like a reply, it helps to leave your contact details.
Your privacy is respected, and your feedback is handled confidentially.
What happens after I give feedback?
We will acknowledge your feedback when we receive it, and talk with you about how it will be reviewed and responded to.
- Compliments are forwarded to the relevant staff and departments.
- Concerns and complaints are reviewed, and we will work to respond and, where needed, make improvements.
We aim to handle all feedback respectfully, fairly and in a timely way.
Can someone support me to make a complaint?
Yes. You do not have to do this on your own. Support is available from:
- a family member, carer or trusted person
- a lived and living experience (peer) worker at GV Health
- Independent Mental Health Advocacy (IMHA), a free and independent advocacy service that can help you raise concerns and have your voice heard
- an interpreter, if you would like to give feedback in your language.
Contact IMHA: 1300 947 820 (7 days, 9:30am–4:30pm) — imha.vic.gov.au
What if I'm not happy with the response?
If you are not satisfied with how your complaint has been handled, you can contact an independent body. For mental health services, this is usually the Mental Health and Wellbeing Commission.
- Mental Health and Wellbeing Commission — free, independent complaints about Victorian mental health services — 1800 246 054 — vic.gov.au
- Health Complaints Commissioner (HCC) — complaints about health services and providers — 1300 582 113 — vic.gov.au
- Aged Care Quality and Safety Commission — for aged care services — 1800 951 822 — gov.au
- NDIS Quality and Safeguards Commission — for NDIS services — 1800 035 544 — gov.au
These services are free, confidential and independent of GV Health.
Will making a complaint affect my care?
No. You have the right to raise concerns or make a complaint, and this will not affect the care you or your loved one receives.
We value honest feedback and see it as an important part of providing safe, respectful and high-quality care. To keep our staff safe, we are unable to respond to threatening or abusive contact — but all respectful feedback is genuinely welcomed.
Resources and useful links
- GV Health Feedback — online form and contact details — org.au/about/feedback
- Mental Health and Wellbeing Commission — mental health complaints — 1800 246 054 — vic.gov.au
- Health Complaints Commissioner (Victoria) — 1300 582 113 — vic.gov.au
- Independent Mental Health Advocacy (IMHA) — free advocacy support — 1300 947 820 — vic.gov.au
- Victoria Legal Aid — mental health and your rights — vic.gov.au
- Victorian Mental Illness Awareness Council (VMIAC) — lived experience advocacy — org.au
Tandem — support and advocacy for families and carers — tandemcarers.org.au
What if I need help right now?
If you or someone else is in immediate danger, call 000 now.
For urgent mental health advice or support, call: GV Health Mental Health Triage
1300 369 005
Available 24 hours a day, 7 days a week
You can also contact:
- Lifeline — 13 11 14 (24-hour crisis support)
- Suicide Call Back Service — 1300 659 467
- 13YARN — 13 92 76 (crisis support for Aboriginal and Torres Strait Islander people)
If you need an interpreter, let staff know and one can be arranged.
- ADDRESS
Goulburn Valley Area Mental Health Service
Monash Street
Shepparton, 3630
Beta Street
Seymour, 3660
- CONTACT
- REFERRALS
For referrals please contact Mental Health triage 1300 369 005