Looking for help with navigating the ageing process? Feeling like you need help but not sure where to start? In this section, we breakdown concepts that are important for older people requiring care, including how an interRAI assessment works, your rights when receiving services, and the complaints process. You’ll also find resources that debunk statistics about ageing, highlight cutting edge research, and profile key concepts for aged care professionals.
Complaints
How the system works
How do I complain about the cost of a service?
Complaints about costs of services can be taken to the Disputes Tribunal (formerly known as Small Claims Tribunal). The Disputes Tribunal usually has the same phone number as the District Court. Find out more about the Disputes Tribunal here. If possible, talk to your residential care provider or Health New...
How the system works
How do I make a complaint about a retirement village?
It is important for retirement village residents to know they have the right to make a complaint. Every retirement village operator in New Zealand is required to have a complaint policy that follows the Retirement Villages Code of Practice. This policy should be accessible to residents and potential residents in...
How the system works
How do I make a complaint about a serious incident?
All consumers receiving a health and/or disability service in New Zealand are protected by The Code of Health and Disability Services Consumers’ Rights. You can read a summary of the code here. If you have concerns about how a rest home, hospital or health or disability service is run or...
How the system works
How do I make a complaint about aged residential care?
If you have concerns about how a rest home or other aged residential care facility is run, or are unhappy with the services you are receiving, you have the right to complain. The process to make a complaint is as follows: Discuss your concerns with the manager Talk to the...
How the system works
How to make a complaint about a service you're getting
If you have concerns about how a health or disability service is run or the services you are getting, you can make a complaint. Complaints are an important way for a service to improve and you should never feel bad about making one. Different services have different processes you must...