PAMS is a confidential telephone-based service for people on a pharmacotherapy program (such as methadone, buprenorphine or naltrexone) who have a problem with the program that they can't sort out for themselves. PAMS can provide information, support and mediation to assist you in making a complaint.

The HSC deals with complaints about doctors, hospitals (public, private and psychiatric), alternative therapists, dentists, nurses, ambulance services, pharmacists, optometrists, psychologists, psychiatric services, and many other health professionals. Services covered include community health centres, Department of Human Services, infant welfare centres, local government health services, welfare services in health settings and a broad range of other health services. For nursing homes and special accommodation services, HSC can only take complaints about the health services, not the actual quality of care provided.

Complaints can be made first by telephone but must be followed in writing (staff can assist). Complaint forms are available for downloading online and all complaints will be acknowledged in writing.

Complaints are resolved either informally, or by conciliation (confidential negotiation). Possible outcomes include an apology, an explanation, a procedural or policy change or compensation. Some complaints are investigated or referred to registration boards or other relevant agencies for investigation in cases of professional misconduct or when other methods of resolution are not appropriate. HSC staff will assist you with an appropriate referral.

The role of the MPB is to ensure that professional standards are maintained. It does this by registering doctors and investigating complaints. The Board takes every complaint seriously and it must conduct a preliminary investigation into every complaint, unless it is frivolous or vexatious.

Complaints may involve all aspects of medical practice, e.g. conduct, communication breakdowns and sexual misconduct. Complaints are made in writing to the Registrar, and you can choose to be assisted by an adviser or friend. If the complaint is substantiated in the preliminary investigation it may be referred for an informal hearing that is closed to the public, where more information is sought from the person making the complaint. The parties to the complaint are interviewed separately and there is no legal representation for any party.

More serious complaints are dealt by a formal hearing involving a panel of three to five Board members. Legal representation will be involved for both the doctor and the Board on behalf of the person who has complained. These hearings are open to the public, but the name of the complainant will always be suppressed. A special independent support team that is also funded by the Board can assist witnesses and complainants.

The MPB can take action against unprofessional, unqualified, incompetent or sick doctors by reprimanding, fining or suspending them from practice. In severe cases the MPB can de-register practitioners to prevent them from practising.

Most consultant psychiatrists in Victoria are Fellows of the Royal Australian and New Zealand College of Psychiatrists (RANZCP). The College cannot investigate complaints about its members because it has no legal or statutory powers to do so. The College relies on bodies with appropriate authority to investigate complaints made against psychiatrists. In view of this the College will listen to, assess and refer complainants according to the matters raised.

Complaints against psychiatrists who are not fellows of the RANZCP should be forwarded to the Health Services Commissioner or the Medical Practitioners Board of Victoria.

The PRB regulates the profession of psychology in Victoria and takes complaints about the conduct of psychologists. Complaints should be made to the Board in writing as soon as possible. A complaint form can be downloaded from the website. Someone else can make a complaint on your behalf but this will make investigation more difficult.

Acknowledgment of the complaint should be received within seven days but the final determination of the matter could take months, depending on the type of investigation that needs to take place. If the Board finds a psychologist guilty of misconduct it may impose various penalties including a fine, suspension of registration for up to five years or cancellation of the registration.

The VLA Human Rights and Civil Law Service provides free legal advice about health service issues. See a fuller description of services and contact details under 'Lawyers', below.

RCR is a free and confidential service for any person in Victoria who lives in a nursing home or hostel. The service can provide you with information, support and assistance with relevant complaints.

Community Health Centres/Community Legal Centres

Community health centres and/or community legal centres may be able to help you make your complaint (see listings in Chapter 15, Quick Guide).