We’d love to hear about what you think we are doing well. But we also want to hear if there is something that is not working for you.
If you have a complaint about IDEA Services, and you’ve been unable to resolve it locally, please let us know.
BY EMAIL
BY MAIL
IDEA Services Quality Team
PO Box 4155
Wellington 6140
BY PHONE
0800 442 442 (ask for the Quality Team)
About our complaints process
We will:
• treat your complaint seriously.
• try and resolve it quickly and fairly.
• keep you informed about what we intend to do and how long it will take.
• discuss the outcome with you.
• keep your information and complaint confidential.
If you don’t want to talk to someone from IDEA Services, you can take your complaint directly to the Health and Disability Commissioner.
What can you complain about?
You can complain about any service or support that IDEA Services provides, or about a breach of The Code of Health and Disability Services Consumers’ Rights, such as:
• appropriate standard of service
• information provided
• communication
• rights not respected
• any form of abuse
Support during the process
You can have any person as an advocate or a support person to help you make a complaint, make a complaint on your behalf or work through the complaint resolution process. They can come to any meetings or discussions about your complaint and can be involved at every stage of the process.
Health and Disability Commissioner
You can also make a complaint to the Health and Disability Commissioner at any time. There are advocates who can help you to make a complaint and support you through the complaint process. Advocates are independent and provide a free service to people using health or disability support services.
Complaints: 0800 11 22 33 | Email: hdc@hdc.org.nz
Advocacy: 0800 555 050 | Email: advocacy@hdc.org.nz
Website: www.hdc.org.nz
Frequently Asked Questions
How do I get started?
You can make a complaint in any form. The first step is to raise the matter locally with your Support Worker or Service Manager, or by reaching us via one of the channels above.
Can I make a complaint on behalf of someone?
Yes, we are happy to hear from anybody who wants to raise concerns about services. If you are complaining on behalf of a person, we will need to inform them of your complaint, and we may need to ask for their consent to share information through the complaints process.
How much will it cost?
Nothing. It does not cost anything to make a complaint to IDEA Services.
What if I don’t feel as though my complaint has been resolved?
We will raise it to senior management, for example an Area or Regional Manager or the Chief Operating Officer. You can also refer your complaint to the HDC as outlined above.