What you can expect from us, what we can expect from you, feedback and involvement with Mind.
We’d like to let you know how Mind works, so you can get the most out of our services and support.
Here you can find out more on:
- how we protect your privacy
- your rights and what you can expect from us
- what we expect from you
- how you can give feedback or make a complaint
- how you can have a voice in the organisation.
Your information – it’s private
When you become a Mind client, we’ll need some information from you. Mostly, this will be:
- your name
- your contact details
- your family, carer or support person’s contact details
- some information about your health and wellbeing.
This will help ensure we deliver you the best possible service. We’ll keep all your information in a personal file - privately and safely.
Your rights - always
It’s your right not to share some information if you don’t want to, but the more you share with us, the better we can support you.
We take all reasonable steps to make sure your information is accurate, up-to-date, and kept secure.
Mind has strict policies about who gets to see and use your information. Our staff treat this with the strictest confidence.
We only provide your information to another organisation or group if you say it’s ok (and if it is relevant to your care).
The only other time we’ll do this is if we have to by law (like in a medical emergency or if there is a concern regarding harm to you or someone else).
Sometimes we use your information for research and planning – to improve our services.
When we do this, we never give out your personal details (like your phone number or name). That’s always between you and your worker.
You have the right to view and change your information. You can:
- get access to your file
- add any comments or notes
- add corrections (if something is missing, or we got something wrong).
Sometimes, we might not be able to give you access to your file straight away – but we’ll let you know why if that’s the case.
General information from Mind
You will be invited to receive things like newsletters and event invitations from us.
Sometimes we ask another company to send these out (but they never have access to the private information in your file).
Need more information from us? Ask us – our contact details are at the end of this booklet.
When we work together, you have the right to:
- high quality services
- have your personal information treated confidentially and privately
- safety, support, respect and courtesy from our staff
- make choices about how we will support you
- make choices about who else should be involved (like family, a carer or a community member)
- give feedback (or make a complaint)
- stop receiving Mind services when you want.
What we expect from you includes:
- treating all Mind staff and clients with respect
- being active in your recovery journey
- paying any expenses involved
- providing notice to us if you want to leave the service
- sticking to the service rules.
Remember that we’re also a smoke free service. You can’t legally smoke within six metres of our entries or exits.
We’re always trying to do things better at Mind, which is why we appreciate feedback about our services from clients, families and carers or anybody on behalf of clients – about what’s working, what isn’t and what could be better. This might even include making a complaint, too. If you want to make a complaint, you can do this by:
- speaking to a Mind service manager or staff member
- asking someone you trust to tell us for you calling the Mind Privacy, Feedback and Complaints line on 1300 286 463
- sending us an email at email@example.com
- writing us a letter:
Privacy, Feedback and Complaints Officer
Mind Australia Limited
PO Box 592
Heidelberg VIC 3084
When making a complaint, it’s important that you explain the problem and how you’d like it resolved.
One of our staff members will speak directly with you about your complaint (we can arrange an interpreter if you need one). We’ll always inform you about the outcome of your complaint too.
If you make a complaint, we’ll aim to resolve this for you promptly (within four weeks).
Again, no matter what, we always respect your right to privacy, and will ensure you won’t be treated unfairly or penalised for raising any issues of concern.
We want your input to the bigger picture too. The lived experience of clients, family members and carers is important to us.
There are lots of ways you can tell us what you think - such as being part of workshops, surveys, committees and reference groups. Keen to join? Just ask one of our staff or email: firstname.lastname@example.org
Asking a question or making a complaint
If you have a question regarding the privacy of your personal or health information or a complaint directed at Mind, you can contact:
Mind Privacy, Feedback and Complaints Officer
Mind Australia Limited
86–92 Mount Street
Heidelberg VIC 3084
1300 286 463
In Victoria you can also contact:
Mental Health Complaints Commissioner
1800 246 054
Office of the Public Advocate
1300 309 337
Homeless Advocacy Service
1800 066 256
Victoria Mental Illness Awareness Council (VMIAC)
(03) 9380 3900
Tandem – representing Victorian mental health carers
(03) 8803 5555
Disability Services Commissioner
1800 667 342
In South Australia you can contact:
Health and Community Services Complaints Commissioner
1800 232 007 (Regional SA)
(08) 8226 8666 (Metro SA)
In Queensland you can contact:
Office of Health Ombudsman
In Western Australia you can contact:
Health and Disability Services Complaints Office
08 6551 7600 (Complaints and enquiries line)
Nationally, you can contact:
Office of the Australian Information Commissioner
1300 363 992
For NDIS participants
If you are an NDIS participant and are unhappy with the service you have been receiving and believe that Mind has not resolved your concerns, you can make a complaint to the NDIS Quality and Safeguards Commission – phone 1800 035 544 or complete a complaint contact form available at ndiscommission.gov.au If there are problems with your NDIS plan or funding, phone 1800 800 110 or complete a complaints form available at ndis.gov.au