We understand that it is unsettling to be on the receiving end of a complaint. However, complaints that are managed well can help us to learn from mistakes, identify gaps in services, and restore trust and mend relationships.
It is important that complaints are responded to promptly and fully, to allow both parties to move forward. The Advocacy Service process offers an opportunity for early and effective resolution between the parties to take place.
Who can make a complaint?
Anyone can make a complaint to the Advocacy Service about services you have provided to a consumer if you are a health or disability services provider. Advocates will usually only support a consumer of your service, or the consumer’s legal representative, in resolving a complaint.
The aim is resolution between the parties
When a complaint has been made directly to us about your service, you will usually have the opportunity to write or speak directly to the complainant to resolve their concerns. The advocate’s role is to assist the consumer to clarify their issues and expectations so that you can respond honestly and directly. Often the complaint can then be resolved quickly and successfully. Please note that in some cases an advocate may consider it appropriate for The Health and Disability Commissioner (HDC) to manage the complaint (see below).
The process is set out here.