Factors relevant to taking no action on a complaint

We may take no action on a complaint when any further action is considered to be inappropriate or unnecessary in the circumstances.

Below we outline some of the reasons we may decide to take 'no action or further action' on a complaint. These factors are in no particular order, and any one or more of these factors may be enough to justify a decision to take no action on a complaint.

We will review and update this list from time to time.

Please note that this is intended as a guide only. We have the discretion to take no further action on a complaint, and this decision ultimately lies with the Commissioner.

  • the length of time that has passed since the incident being complained about occurred
  • the subject matter of the complaint is trivial
  • the complaint is frivolous, vexatious or was not made in good faith
  • the person whose care is being complained about does not want any action taken or continued
  • there are other adequate solutions or ways of resolving the complaint that the person making the complaint could use
  • the care was appropriate and/or reasonable
  • we think the complaint can be appropriately dealt with through education or recommendations
  • the health or disability service provider has engaged positively in HDC's process and accepted responsibility for any wrongdoing and taken steps to fix the issues
  • there is a dispute or disagreement of facts that can’t be solved by gathering further information
  • another agency or organisation is better placed to consider the issue
  • the health or disability service provider is no longer practising.