Certification of Healthcare Services

Complaints Process

If you have concerns about the care provided at hospitals, rest homes and residential disability services, the first step is to raise your concerns directly with the provider.

The Health and Disability Service Standards require that providers have an accessible and responsive complaints process that complies with the Code of Health and Disability Services Consumers' Rights 1996.

Where a complaint remains unresolved, you can request assistance from the Health and Disability Advocacy Service or make a complaint to the Health and Disability Commissioner, who is empowered to investigate complaints about health services provided.

Further information about how to do this can be obtained by contacting the Office of the Health and Disability Commissioner on 0800 11 22 33.

If you wish to contact HealthCERT, as the agency responsible for certifying the health service, please call 0800 113 813 or write to us at:

HealthCERT,
Ministry of Health,
PO Box 5013
WELLINGTON

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Page last updated: 13 February 2009