Everyone using our service has the protection of the Code of Health and Disability Services Consumers' Rights. If you don't get the quality of service from us you expect, or you feel your rights have been breached, we'd like to know about it.
How to make a complaint about the service you received from DECIDE
You can call 0800 DECIDE and ask to speak to a manager or fill in our online complaints form.
Making a complaint
We take all feedback seriously because it helps us to improve the services we offer.
When you make a complaint, you can expect to hear from us within five working days. We will:
- treat it seriously
- investigate it
- try and resolve the issue quickly and fairly.
If you want to hear back from us, we will:
- tell you what we intend to do and how long it will take (if we cannot resolve it within five working days)
- work with you to resolve the issue
- discuss the outcome with you.
Support during the complaints process
At any time, you can have a support person or advocate to help you make a complaint, or work through a complaint. They can come to meetings or discussions about your complaint, and be involved at every stage of the process.
If you are making a complaint on behalf of another person, we may need to discuss the situation with the individual concerned and get their permission to provide you with a response. We will request proof that you are the individual’s representative. This is to protect them from unwarranted disclosure of their health information and to meet our privacy obligations set out in the Privacy Act and the Health Information Privacy Code.
Support from outside DECIDE
You can also contact the Health and Disability Commissioner directly for concerns about health and disability services.
Use our online form to provide feedback or make a complaint about the service you received from DECIDE.