Legislation denotes that complaints processes must be accessible to all individuals. Rachel’s constituent raised concerns around their interaction with a local healthcare service in the southeast.
Rachel asked how the Minister will ensure that Monash Health’s complaints process is made more accessible to individuals from culturally and linguistically diverse backgrounds, and those with a disability.
Wednesday the 17th of June 2026,
Victorian Legislative Council
Rachel Payne (South-Eastern Metropolitan):
My constituency question is for the Minister for Health.
My constituent is from Springvale and contacted my office after encountering several barriers during Monash Health’s complaints process.
My constituent is from a CALD background and has a disability. He formally raised concerns regarding the care provided to his elderly mother.
He has received conflicting information from Monash Health staff, and his request for a reasonable adjustment was disregarded. This has resulted in a confusing and needlessly lengthy complaints process which remains unresolved.
Often people with disability from culturally and linguistically diverse backgrounds have barriers engaging with these services and are not supported in a culturally sensitive manner when making a formal complaint.
As current legislation requires complaints processes to be easy and accessible, my constituent asks: will the minister advise how Monash Health’s complaints process will be made more accessible to those from marginalised backgrounds?
