New complaint page and form

Before you start

We recommend you speak directly to your provider, as this is often the quickest and easiest way to resolve your complaint.

More information can be found on the webpage ‘How to raise your concerns directly’. It is also important to know what you can complain to HDC about. This information can be found here.

Need help? You can get help from an advocate to resolve your complaint directly with the person or organisation you are unhappy with, or they can help you make a complaint to HDC. Call 0800 555 050. This service is free of charge.

If your complaint is on behalf of someone else, you may need their consent for the complaint to progress or the legal right to act on their behalf.

You can fill in this form in any language and we will have it translated.

If you have documents/photos to support this complaint, please attach them.

Our team may discuss your complaint and clinical records with the person and/or organisation you are complaining about, including their employer. This may include forwarding them a copy of your complaint and the clinical records to enable them to respond to our questions about your complaint. More information can be found on the complaints process here.

Our team treats all complainants with fairness and respect. We acknowledge that you may be feeling distressed or angry, but abuse of HDC staff is not acceptable and will not be tolerated. We may issue a warning, report a matter to the Police, or modify or restrict access to our services if our staff are abused.

You will need...

Your information

Your contact details
Your NHI or the NHI of the person whom the complaint is about.

The National Health Index (NHI) number is a unique identifier given to every person who uses health and disability services in New Zealand

Where can find the NHI number?
There are several ways to find your NHI number, including on:
- a prescription or prescription receipt
- a prescription medicine bottle label
- a hospital letter
- an x-ray or test result
- by checking your profile on the online patient portal provided by your general practice.
If you can't find the NHI, the general practice or pharmacist may be able to assist.

Provider details

Provider or organisation full name
Provider's contact details

Do you have ACC treatment injury (TI) claim?

Yes

You will need your TI number. It can be located at the top of any ACC letters. If you don’t have this – contact ACC.

Incident details

Summary of the incident
date(s) of the incident?
Have you tried to resolve the complaint yourself?
If yes – the provider response

Your desired outcome(s)
What do you want to achieve from this complaint? This could include:
- an apology
- to meet with the provider
- may sure this doesn’t happen again
- To have it on record
- an investigation
Note – what HDC does not cover below.

Supporting documents

Original complaint letter to the provider
Provider’s response
Referrals, photos, emails
Third party consent/legal representative information

Is your complaint on behalf of someone else?
Yes

We may need:
- their consent for the complaint to progress.
- to contact them so provide their email address AND phone number or another way if they don’t have either of these.
- If appropriate - an activated Enduring Power of Attorney or welfare guardian documentation
Is your complaint concerning someone who is now deceased?
Yes
- Is the coroner involved?
- How to refer a death to the coroner.
- Who is the coroner?
- Have they already started an investigation?
- Is there a review underway by a hospital?