The role of advocates
Independent advocates assist consumers to make sure that their rights are respected. This service is free to everyone. Advocacy services operate independently of government agencies, the Commissioner and providers and funders of health and disability services. A primary goal of advocates is to assist consumers to resolve complaints about the quality of a health or disability service directly with the service provider.
Advocates are not investigators, and they do not make decisions on whether there has been a breach of the Code. Nor are they mediators. Rather, their role is to support consumers in reaching clear decisions and taking action as a result of those decisions, with the aim of resolving complaints. Advocates work using the empowerment model, where consumers are supported and encouraged to take action to resolve their concerns with providers. Where necessary, they will act for the consumer on his or her instructions.
In summary, advocates:
- Support consumers to resolve complaints between parties
- Give information about rights to consumers and providers
- Give information about the various ways to make a complaint, including how to contact the Health and Disability Commissioner
- Act on the instructions of the consumer