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Complain about home help and support services

Find out what to do and who to contact if you have a concern or complaint about your home support services.

What you can complain about

Making a complaint can help to improve the quality of services.

Everyone using a health or disability service has the protection of a Code of Rights.

Health and Disability Commissioner — Code of Rights

Examples of when to complain about any aspect of your care
  • Your support worker misses appointments regularly or is often late.
  • You, or your family or whānau are not being properly included in your care.
  • Your culture or lifestyle is not being respected.
  • You’re not getting the services you need.
  • A support worker is dishonest or abusive.

First contact for your complaint

Talking to the home support agency or service provider is often the first step to resolving a problem.

How to complain to a service provider or home support organisation

Get help with your complaint

Many people find it helpful to include a member of their family or whānau when they contact a provider or government agency.

The Health and Disability Commissioner keeps a list of advocates who can give you any help you need with your complaint. Their advice is free and independent.

Find an advocate — advocacy.org.nz

Other contacts to help with your complaint

You can also contact the:

  • organisation that is funding your care
  • Health and Disability Commissioner, at any stage of making your complaint.

65 or older — Health New Zealand | Te Whatu Ora — how to complain

Life-long disability — Whaikaha — Ministry of Disabled People — how to complain

Recovering from an injury — the Accident Compensation Corporation (ACC) — how to complain

Health and Disability Commissioner — how to complain

Utility links and page information

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