Making a complaint
Making a complaint about services you have received can be a difficult thing to do, particularly if you are not sure of the best way to get your point across.
Generally, it is helpful to first raise your concerns with the provider to try and resolve the complaint directly between yourselves. Sometimes this is not possible, or you may feel unable to deal with this yourself. You may find it more helpful to take your complaint to a Health and Disability Consumer Advocate and seek their help in resolving the matter. You can contact them by telephone on 0800 555 050, by email at advocacy@hdc.org.nz or by clicking here.
If you wish to complain to this Office, using a complaint form (see below) is one way you can do that. It asks for all the details the Commissioner and his staff will need in order to assess your complaint and enable us to decide quickly what action to take. If you need any help filling out the form, please call a Complaints Assessor on 0800 11 22 33.
Once we have received the completed form, your complaint will be assessed by senior staff. You will be contacted if we need any more details, and you will receive a formal acknowledgement, including an idea of how long it will take to process/respond to your complaint. Please note we are likely to send your complaint to the provider and seek a response from them.
Submit a complaint on-line
To submit a complaint on-line, please click here.
Submit a complaint by mail or fax
If you would rather explain what happened to you in your own words, by letter, you can still use the form as a guide to the information we need. Your letter should be posted to PO Box 1791, Auckland, or faxed to 09 373 1061. Download a complaint form (Word, pdf ) to submit by mail or fax.
For more information about the Commissioner's process, click here.