COVID-19 concerns and complaints

What concerns and complaints relating to COVID-19 are outside HDC’s jurisdiction?

If you are concerned about the following issues, please direct your complaint to the agencies indicated, as these areas fall outside the jurisdiction of HDC:

What concerns and complaints is HDC responsible for managing?

The Code of Health and Disability Services Consumers’ Rights (the Code) applies to all health and disability services. If you are unhappy about a service you have received, or feel that your rights have not been considered, talk to the person who provided the service, or to the person in charge — they may be able to sort out the problem. You can ask family, whānau, or friends to help raise your concerns with the provider. You can also ask for support from the Advocacy Service. This service is free, confidential, and completely independent from the health and disability system and government. Usually, people are most satisfied when providers sort out their concerns or complaints directly.

You can make a complaint to HDC on our website here. HDC considers all complaints on a case-by-case basis before deciding what to do next.

Concerns and complaints relating to COVID-19 that we can assist you with:

• Access to, and the quality of, health and disability services provided to you or someone else during the COVID-19 pandemic.
• Infection control procedures used by your health or disability services provider.
• Quality of services provided to you or someone else during administration of the COVID-19 vaccine.
• Your access to family, whānau, or support while accessing health or disability services during the COVID-19 pandemic.
• Effective and timely management of illness due to COVID-19.
• Appropriateness and accuracy of information and advice provided to you or someone else by a health professional about treatment of COVID-19 or about receiving the COVID-19 vaccine.

Impact of COVID-19

HDC acknowledges the significant pressure on providers of health and disability services.

HDC continues to work closely with the Manatū Hauora | Ministry of Health, Te Whatu Ora | Health New Zealand, and providers, to ensure that people have access to the appropriate care, and receive the appropriate standard of care, to meet their individual needs and circumstances.

HDC is here to help

The health, wellbeing, and safety of our staff and the consumers we serve are our priority.

It is important that providers of health and disability services keep people informed and take action to comply with their duties and responsibilities under the Code.

We are paying close attention to people’s concerns relating to the upholding of their rights under the Code, as they are brought to our attention. We will work with the health and disability sector to address these issues on a case-by-case basis in the most appropriate way.

Please note that as a result of the pandemic there has been an increase in the number of complaints to the HDC. Noting this and the potential for future disruptions, it is possible that there may be delays in the processing of your complaint. We will, of course, do our best to provide a timely response, and will be prioritising our resource to the most serious matters.

Thank you in advance for your understanding.