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About the MHRB Service Charter

Service Charter

Purpose of this Service Charter

The administrative staff in support of the Board have developed this Service Charter to communicate our service commitments.

Purpose of the Board

The Board’s purpose is to monitor the imposition of involuntary (compulsory) treatment of people with a serious mental illness, by providing an expert and independent tribunal that hears appeals from, and conducts reviews in respect of, involuntary or security patients.


The Board’s vision is:

to be respected and recognised as an expert body that operates sensitively to the needs of its users, and which fairly balances the rights of the mentally ill, their families and carers, and the community as a whole;

to remain an efficient, effective and independent organisation empowered to protect the rights of people with a mental illness.


The Board’s mission is to provide an accessible mechanism of independent review that is impartial, skilled, fair, informal and expeditious, and which ensures the protection of rights according to law. 

Our Service Commitment

The administrative staff of the Board provide services to a broad range of the community with direct and indirect relationships with:

  • Board members;
  • Involuntary patients;
  • Carers and family members of involuntary patients;
  • Mental health services staff;
  • Community visitors;
  • Advocates;
  • Solicitors;
  • Department of Human Services staff;
  • Groups or organisations and individuals with an interest in mental health issues including support groups and students.

Our Values

We are committed to the following values and principles:

  • Taking responsibility and being accountable for all our actions;
  • Genuinely treating all with courtesy, respect, empathy and dignity;
  • Impartiality, transparency and accountability;
  • Providing services receptively, readily, promptly and with minimal formality;
  • Integrity, professionalism and achievement;
  • Teamwork, skill development and the constructive management of change;
  • Participatory and timely decision-making processes;
  • Flexible and efficient internal management;
  • Efficient and effective use of resources;
  • Innovation in our work while learning from others.

Service Delivery Standards

We commit to the following:

  • The office will be attended from 9.00 am to 5.00 pm each business day.
  • Staff will be contactable by telephone, fax, email and/or in person during the above business hours.
  • Enquiries will be attended to promptly and the enquirer will be treated fairly, reasonably and with courtesy.
  • Staff will identify themselves by their preferred name.
  • Wherever practicable, if it is not possible or appropriate to assist a person making an enquiry, staff will provide information regarding agencies which may be able to assist.

Enquiry and Complaint Handling Process

  • Where possible, we will respond to in-person enquiries at the time of the actual enquiry. 
  • If you are unhappy with your experience in dealing with the Board, we encourage you to bring your concerns to the attention of the Executive Officer.
  • Written complaints will be attended to in a timely manner consistent with established business practices.  If the issue is complex and requires more time, we will inform you of this and let you know immediately of our intended action. 
  • We encourage feedback as this provides us with the opportunity to review and reflect on ways that we may improve our work practices, procedures and systems.