Positive Complaints Culture - VMIAC

VMIAC works to ensure mental health consumers in Victoria are heard and respected, and a positive complaints culture is central to that goal. VMIAC briefed Punchy on a video that would help mental health services rethink how they receive and respond to complaints, framing them as a constructive part of service improvement rather than something to avoid. The challenge was to shift attitudes on a topic that staff often find uncomfortable, without lecturing the audience. We produced an animated piece that used relatable scenarios and a measured, lived-experience-informed tone to model what a positive complaints culture looks like in practice. The video supported VMIAC’s training and advocacy work across the sector. Services included scripting, illustration, animation, motion graphics, and voiceover.