Organization : Health & Disability Commissioner
Service Name : Making a Complaint
Country: New Zealand
Website : https://www.hdc.org.nz/
Making a Complaint :
Making a complaint can be a difficult thing to do, especially if you’re not sure of the best way to get your point across. We can help you to work out the best solution.
Related : Work & Income Making a Complaint New Zealand : www.statusin.org/11953.html
Generally, it’s helpful to first raise your concerns with the provider, so you can try to resolve the complaint between yourselves. But sometimes this isn’t possible, or you might not feel able to deal with it yourself.
Health and Disability advocates are available to support you, the consumer, when you have a complaint. And they’re free to use. You can find out more about advocates here.
If you believe you have suffered an injury as a result of treatment provided, you may also wish to contact ACC on 0800 101 996. ACC is the body responsible for providing no-fault compensation for personal injury.
Contacting an advocate:
You can contact an advocate on 0800 555 050, by email at advocacy AT hdc.org.nz, or find an advocate in your area by clicking here.
If you want to complain directly to HDC, you can do it in one of the following ways:
1. Complete an online complaint form:
The complaint form will ask for all the details the Commissioner and his staff will need to assess your complaint.
If you have any questions about the online complaint form, you can call a Complaints Assessor on 0800 11 22 33 or contact your local advocate on 0800 55 50 50.
2. Submit a complaint by mail or fax
If you would rather send your complaint in writing, you can download a complaint form
If you would like help to fill out the form, you can contact your local advocate on 0800 555 050.
Then you can:
Post the form to;:
Health and Disability Commissioner
PO Box 1791
Auckland 1140
Fax the form to (09) 373 1061; of
Email the form to hdc AT hdc.org.nz
3. Make a verbal complaint:
We encourage you to make a written complaint by using one of the above methods. However, if you would rather talk to someone about your complaint, you can contact your local advocate on 0800 555 050.
Alternatively, you can call this Office on 0800 11 22 33 and discuss your concerns with one of our Complaints Assessors.
4. Make a complaint using New Zealand Sign Language:
If you wish to make a complaint using New Zealand Sign Language (NZSL), please type a message “I wish to make a complaint using NZSL” and either email it to us on hdc AT hdc.org.nz or text it to us on 027 485 7609 with your name and contact details.
We can then organise an interpreter (in discussion with you) to come to you and record your complaint.
Self-advocacy :
** “Do it yourself” trouble-shooting and problem-solving
** If you are not satisfied with a health or disability service, you may be able to resolve the problem yourself by taking the following steps …
1 Know your issues :
** Make sure you are clear about what your issues are.
** Write a list. (This can be very helpful if you are feeling angry, upset or distressed by what has happened.) Talk the issues over with a friend you respect.
2 Identify a solution :
** Ask yourself: “What do I need to put it right?”
3 Find the next step :
** How have I resolved such issues previously?
** What options do I have?
4 Identify any support you need :
** What support do I need as I go about resolving this? Do I want whanau, family or friends to support me?
5 Communicate your issue :
** Write the service provider a letter of complaint which you can post, fax or email to them, OR
** telephone them and ask to meet with the person/staff members who upset you, and the complaints officer (if there is one) or someone else from the service to discuss the complaint.
6 Have a meeting :
** A face-to-face meeting (kanohi a kanohi) is an effective way of raising your issues and resolving complaints.
In the meeting you can :
** tell your story
** listen to their explanations
** agree on what will put matters right (this might include discussing changes to the service so what happened to you does not happen again to you or to someone else)
** accept their apologies (if this is appropriate)
** agree on “Where to from here?”
Free Fax: 0800 2 SUPPORT / 0800 2787 7678; or
Email: advocacy AT hdc.org.nz