Making a complaint

You have the right to complain if you are not happy with a health or disability service you have received.

What does this mean?

  • You can complain if you are not happy with the care and support you receive.
  • People should listen to your concerns, worries or complaints.
  • People should tell you what they will do about your complaint, and by when.
  • If they do not help you with your complaint, there are other people you can contact.

Why should you make a complaint?

If you make a complaint about health or disability services:

  • People should tell you what they did and why, and they may say sorry if they were wrong.
  • Things can be changed so that the wrong things that happened to you will not happen to others.
  • It will help people who support you to learn and do a better job.

Will you be in trouble if you make a complaint?

  • You will not be in trouble if you make a complaint because it is your right to make a complaint.
  • You should not be treated differently if you make a complaint.
  • If someone treats you differently or tells you off for making a complaint, you can ring 0800 555 050 and an advocate will help you.

There are different ways to solve a problem if you are unhappy with health or disability services. Some ways are:

  • Sometimes, talking to the health or disability service you are not happy with can help to solve a problem.

    You could write a letter to the health or disability service. You could also arrange to have a meeting with the health or disability service provider.

    You can have a support person with you when you go to the meeting. A support person could be a buddy, a friend, a family/whānau member, or someone else you trust.

    If you are not happy with a support worker in your home, some of our resources may help you.

    Click here to find out how you could sort things out with your support worker.

    Click here to find out how you could talk about personal space with your support worker.

  • Sometimes it is a good idea to talk to an advocate from the Nationwide Health and Disability Advocacy Service. An advocate can listen to you and talk with you about your problem with a health or disability service. Advocates can help and support you when you have a problem with a health or disability service. They can support you if you want to talk to the health or disability service about your problem.

    If you want help to make a complaint, you can call the Nationwide Health and Disability Advocacy Service, and an advocate in your area will help you.

    The number is 0800 55 50 50 or you can email advocacy@advocacy.org.nz.

  • If you are not happy with health or disability services, you can make a complaint to the Health and Disability Commissioner.

    Click here to fill out a complaint form.

    There is also an Easy Read version of the complaint form. You can download it here.  (PDF 238kb).


Last reviewed March 2022