If you are an involuntary patient, Allied Person or legal representative, or mental health service provider, we may be able to assist you with a specific enquiry. Some of the issues we can help with are:
- feedback, enquiries or complaints about hearings, Tribunal processes, staff or members
- decisions made under the Mental Health Act 2000
- information about recent or scheduled hearings (see the letter with your Hearing Notice for contact details)
- where to find information on our website (if unable to locate through the Search function)
- information about the Tribunal’s services and resources available to stakeholders
A range of information about the Tribunal’s role is available on this website including brochures and factsheets on various topics. You can find this information by following the links on the left or using the Search function at the top of the page.
Please note that we may not be able to provide specific information about an individual person even if you are a family member. Information held by the Tribunal is confidential.
The Tribunal does not investigate complaints about your healthcare, your doctor, or authorised mental health service.
We suggest you contact the administrator of the mental health service to discuss any concerns you may have about your healthcare.
If you are not an involuntary patient under review by the Tribunal, or an involuntary patient’s Allied Person or legal representative, it is unlikely that we will be able to assist you. The Tribunal does not provide/arrange psychiatric services and only has contact with patients who are having a review of their treatment order. If you require an assessment or know someone who needs to be assessed, you should contact an authorized mental health service in your area. Queensland Mental Health maintains a comprehensive list of services by area on its website http://www.health.qld.gov.au/mentalhealth
How we manage your feedback
If you contact us using the e-form on this website, by letter or email, your correspondence will be attended to by an appropriate officer in the Tribunal office. Your concerns may be discussed internally before a decision is made on the best way to respond.
Letters are usually sent from the President. In some cases, the Legal Officer may send out the response if you have raised legal issues. General enquiries may also be resolved on the telephone by the Client Services Manager or your Hearing Coordinator.
If you have an enquiry about your upcoming hearing and need more information, you should call your Hearing Coordinator at the number shown on your Hearing Notice.
How to submit your feedback
The easiest way to provide feedback to the Tribunal is to complete the e-form. The e-form can be used for general feedback, enquiries, or compliments and complaints. After you have filled in the e-form, click on Submit and your feedback will be sent through to the Tribunal’s office.
You can also phone us, particularly if you consider the matter to be urgent. Brisbane callers can phone the Tribunal office on (07) 3235 9059 and out of area callers can call free on 1800 006 478.
Whatever method you can choose to contact us, we may still need to investigate the issues you have raised. This can take some time.
When submitting your feedback, you can assist us by:
- completing your contact details
- providing as much detail and relevant information as possible
- telling us clearly what outcome you want
- keeping us updated on developments that will assist us to assess your feedback
- delivering your complaint in a non-threatening and non-abusive way
When will I receive a response?
If you have provided a telephone number and your enquiry is of a simple nature, we may be able to assist you within a day or so.
If your enquiry is complex, or you have indicated that you would like a written response (by letter or email), we could take longer to get back to you. More complex enquiries often require a written response.
We will respond to you within 28 days if that is possible. If it is going to take longer to resolve the issues you have raised, we will contact you with an interim response.
We will only engage in discussion or correspondence on issues that are within the scope of the Tribunal’s role. If we are unable to assist you, we will advise you of this.
Is my feedback confidential?
Your privacy is important to the Tribunal. The feedback you provide to the Tribunal will be kept confidential and your privacy will be maintained. We will keep the information you send us and your contact details on a file.
In some circumstances we may need to contact individuals outside of the Tribunal’s office for information, but only to the extent necessary to resolve the issues you have raised. This may include contacting a member of the Tribunal, staff at the authorised mental health service, or your Allied Person or legal representative with your permission.
Generally, if we think your concerns could be addressed by another agency we will tell you that. You can then contact that agency directly.
How to Record Patient or Service Complaints
If you need to document feedback to the Tribunal, you can use the Compliment & Complaints form.
Fill out the form, and you can either print out the form and mail it in to us, or email the results back to us by clicking on the Print or Email buttons on the bottom of the form.
Patients or Services may also make Compliments or Complaints over the phone. If you are required to document this feedback during a call, follow the following procedure:
- Clarify the nature of the issue with the caller.
- If it looks like a complaint needs to be made, ask the caller “Do you wish to make a formal complaint?”
- If the caller wishes to make a complaint, read out the Privacy Statement to the caller. (This is listed below).
- Fill out the Compliment & Complaints form and forward it to the Client Services Manager when completed.
- Advise the caller how their Complaint will be handled. (This is detailed below).
For more information, consult the Compliments and Complaints Policy, Operational Procedure, and Form below.
How will your Complaint be handled?
If you have made a Complaint to the Tribunal, it will be forwarded to the Client Services Manager who will work with the Manager responsible for the section that the complaint relates to. The complaint will be investigated thoroughly, following our Complaints Process, in compliance with our Code of Conduct, the Queensland Anti-Discrimination Act, and Freedom of Information Act (1992). We ensure all complaints are handled without bias, prejudice, or discrimination.
All complaints and their investigations are thoroughly documented and entered into an official file.
All complaints are also reported to the Executive Officer to ensure they have been handled satisfactorily. The Complaints Process is monitored to ensure that a resolution is reached within 28 days.
Depending on the severity of the complaint, you will receive a response from the Tribunal.
Your privacy is important to the MHRT. Any compliment or complaint that you provide to the MHRT will be confidential and your privacy will be maintained. The Tribunal will collect and retain any information that you provide as part of a compliment or complaint, including personal information such as your name, contact details and the details of your compliment or complaint. The information you provide will be used to specifically address any concerns that you have raised and to assist the MHRT in improving its services. Any personal information retained by the MHRT will be securely stored, with restricted access, to ensure your privacy. You may access your personal information by contacting the Privacy Officer at the MHRT.
Phone: (07) 3235 9059
Freecall: 1800 006 478 (1800 00 MHRT)
53 Albert Street
Brisbane QLD 4000
Or send us a message in the form under Contact us.
PO Box 15818
Brisbane QLD 4002