Our organisation

We are an independent and impartial statutory body that opened on 1 February, 2017 under the Health Complaints Act 2016. We support safe and ethical healthcare in Victoria by:

  • resolving complaints about health services and the handling of health information in Victoria
  • investigating providers who pose a serious risk to the health, safety or welfare of the public
  • monitoring and reviewing trends in complaints data
  • providing an accessible service and free alternative to legal proceedings
  • educating consumers and providers about their rights and responsibilities.

We have about 50 staff, most of whom work directly on complaints resolution.

Health Complaints Commissioner

Executive assistant

Medical advisor

Assistant commissioner (complaints)

  • Customer service
  • Complaints resolution

Assistant Commissioner (Investigations, Legal & Policy)

  • Investigations
  • Legal
  • Policy
  • Data Monitoring

Manager, executive services

  • Corporate support
  • IT support
  • Communications & engagement

Our strategic plan, 2017 - 2020

Vision

‘We work with Victorians towards safe and ethical healthcare’

Values

Impartiality: We are fair and transparent in all we do.

Integrity: We provide services in a respectful and ethical manner.

Collaboration: We are inclusive and engaged in our approach.

Courage: We act with strength and are committed to our purpose.

Priorities and Success Statements

Data Integrity

Priority: Implement systems and processes to ensure comprehensive, reliable data that enables us to improve standards in the sector.

Success statement: We have robust and agile systems to support evidence-based decision making that Victorians can trust. We can proactively and reliably identify key trends to support planning and action.

Legislative Requirements

Priority: To comply with the requirements of the Health Complaints Act 2016 and Health Records Act 2001 and use these powers responsibly and impartially across all areas of our office.

Success statement: We have successfully implemented a practice protocol and complaint handling standards.

Communication

Priority: We are recognised in the Victorian community and our role is clearly understood.

Success statement: We have successfully implemented a targeted communications strategy focused on increased awareness of and access to our service by those who need it.

People

Priority: To create a sense of purpose where staff feel supported in a well-resourced and collaborative work environment.

Success statement: We have successfully implemented HCC staff engagement measures to improve our 2017 Job Satisfaction and Engagement Index ratings in the People Matter Survey.