The Health and Disability Commissioner has released the 2024/2025 Annual Report, highlighting a significant improvement in the number of complaint closures despite complaint volumes remaining at historically high levels.
Commissioner Morag McDowell says the results have allowed HDC to reduce our backlog of complaints by one-third placing us in a stronger position to improve timeliness going forward.
This year, HDC closed 4,406 complaints – a 40% increase from last year and the highest number to date.
“These improvements have been supported by a programme of process change,” the Commissioner says.
“Looking ahead we are designing a modern digital complaints management system, which will further improve our efficiency and communication with consumers and providers when launched in 2026.”
The Advocacy Service also continues to play a vital role in serving consumers who have concerns about their care. The Nationwide Health and Disability Advocacy Service supported 2,647 complaints and handled more than 20,000 contacts,[MM1] helping people understand their rights and resolve issues directly with providers.
HDC also continued to strengthen culturally responsive approaches. It held 28 hui-ā-whānau to support Māori complainants in culturally safe ways and progressed work to improve the experience of tāngata whaikaha / disabled people. The organisation also continued monitoring improvements for older people through the Aged Care Commissioner’s recommendations.
Alongside resolving individual complaints, HDC made 809 recommendations to improve safety and quality across the sector, with a 91% compliance rate. It also escalated 329 systemic or public safety issues to agencies with the ability to act.
“Our role is not only about resolving complaints but improving the system,” Ms McDowell says. “This year we saw strong engagement from agencies and providers, demonstrating a shared commitment to consumer safety.”
The Commissioner acknowledges the professionalism, compassion and resilience of HDC staff and advocates, whose work helps to ensure consumer voices translates into meaningful change.
“As we move into 2025/2026, we remain focused on timeliness, responsiveness and ensuring that complaints lead to better experiences for people across Aotearoa New Zealand.”