Making a complaint

We're committed to service excellence. If we're not meeting this standard please tell us so we can do something about it. Then we'll do our best to make sure it doesn't happen again.

What is a complaint?

A complaint is an expression of dissatisfaction. It can be about service, location, a practice or process.

Information

You have the right to have your say and for the matter to be looked into.

We take all complaints seriously and aim to learn from them. We'll also try to make sure the same thing doesn't happen again.

  • When you can complain

    If you're unhappy or not satisfied with our service, eg:

    • how staff responded to you in person or on the phone
    • not being kept informed
    • waiting times to be seen
    • payment issues.
  • How to make a complaint

    You can make the complaint yourself or you can get a support person such as a parent, friend or social worker to make a complaint on your behalf.

    Follow the steps below to make a complaint.

    1. Get in touch

      There are several ways you can do this:

    2. Help us identify you and the nature of your complaint

      So we can follow-up your complaint, make sure you tell us:

      • your name
      • your address and contact phone number
      • your client number
      • details of what your complaint is about
      • how you would like us to resolve the complaint, eg being heard, being given an apology or a guarantee of better treatment in future.

      If you'd like to remain anonymous we'll still act on the information you give us.

    3. Our follow-up

      We'll look into your complaint immediately to see what went wrong and how this can be put right.

      We'll acknowledge your complaint by phone or email and also let you know what we'll do to resolve it.

      If we need to work with others to resolve your complaint this may take time. However, we'll provide regular updates until the matter is resolved.

  • How long will it take?

    We do our best to resolve complaints immediately.

    If your complaint is unique and complex and we need to work with others to resolve it, it will take longer. In these situations you will be provided with regular updates.

  • How do we investigate complaints?

    This diagram shows you the process we follow when we receive a complaint.

    Making a complaint card diagram.
  • If you're not happy with the outcome

    We hope we can resolve your complaint, but if you're still not satisfied you can take the matter to:

  • Formal reviews

    Talk to us first. We'll be able to explain why we've made this decision and put things right if there's been a mistake. If you still don't agree with our decision, you have the option of applying for a formal review.

    This could be a:

    • Review of decision or
    • Review of a medical decision.

    It depends on what the decision is about.


    Review of a decision

    If you still don't understand or agree with a decision we've made, eg this may relate to:

    • whether or not you're entitled to a benefit or grant
    • the amount you'll receive
    • what you must do (obligations) to get a benefit or grant.

    You can apply for a formal review of the decision. This needs to be made in writing.


    Review of a medical decision

    If you still disagree with a decision made on medical grounds, eg your eligibility for a benefit based on your health condition or your capacity to work, there's a different process.