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 follow:
- First, talk to the manager of the service. If you need advice or support to do this contact the Advocacy Service https://advocacy.org.nz/
- If the complaint is about a contracted service and it is not responded to or resolved, contact your local regional hospital. Ask for the manager of older person’s services.
- If concerns are not addressed, contact HealthCERT (freephone 0800 855 066) or email Health New Zealand | Te Whatu Ora at customerservice@health.govt.nz
- If still unresolved, the Health and Disability Commissioner will consider the issues and may investigate (0800 11 22 33).
Concerns about a home support service? See the Ministry of Health information.
To find out more, talk to Age Concern or the contact person at your local older person’s service/NASC/CCC. They should be able to guide you.
The following are the contact details for service providers professional associations:
- Registered Health professionals
- NZ Aged Care Association (04) 473 3159
- Care Association NZ 021 131 1055
- Home support: Home and Community Health Association (04) 472 3196.
Concerns about any service costs can be taken to the Disputes Tribunal. Your local Disputes Tribunal usually has the same contact details as the District Court.
Updated: 3 Apr 2024