Complaints and Appeal Procedure

Complaints and Appeal Procedure for RIDCA

• Phone
• Fax
• Letter
• Meeting

If this is not satisfactory, you can contact the local Regional Manager.

Contact details for our offices in Auckland/Northland and Otago/Southland are below.

If you think you would like to make a complaint you are able to get help from an advocate or support person, or contact the local Health and Disability advocacy service which can assist you in the complaints process.

• The Manager will take a record of what your complaint is about and how you have been affected
• She will discuss the complaint with the Care Coordinator or Intensive Service Coordinator if that is necessary
• She will consider all of the information and make a decision on the complaint. She will then contact you, within 14 days, to discuss the decision with you, and then write to you.

If you are not happy with the decision you may contact the Chief Executive of Access Ability who will arrange an independent person to review the situation

• The independent person will review the complaint you made and the Manager’s decision
• This person will ask for any additional information they think would be helpful in understanding what has happened, discuss the situation with whoever seems appropriate so that full knowledge of the situation is gained. This may mean that a new assessment is undertaken.
• A decision will be made on all of the gathered information.

If you are still unhappy with the decision you may contact the Ministry of Health to have your complaint considered by them

Important!