Complaints
If your parent is having problems, they should check the Admission Agreement – the rest home contract.
The Admission Agreement will tell you:
- what the complaints procedure is
- what services your parent should receive
- how much they should be paying
Follow the complaints procedure outlined in the contract.
Talk to the manager of the rest home about your concerns. They should resolve your parent's complaint within 20 working days.
Advocate Service
An advocate from the Health and Disability Commissioner can help you resolve your complaint.
An advocate:
- listens to your complaint
- gives you information about your rights and options for resolution
- supports the option you choose
Click here to find an advocate on the Health and Disability Commissioner website
You have these options if your complaint has not been dealt with:
If you are very concerned about the quality of care, contact the Health and Disability Commissioner.
If you have a concern about what contracted care services the provider must provide, contact your local District Health Board Health of Older People Portfolio Manager.
If you cannot resolve a financial issue, you can contact the funding manager for your local District Health Board.
Ring your local District Health Board for contacts.
Click here to access the website for your local District Health Board
Who can I ask for help with complaints?
These organisations can help you with any complaints you have about rest homes:
Grey Power
Grey Power is an organisation promoting the welfare of people over 50.
Contact Details:
www.greypower.co.nz
fed-office@xtra.co.nz
09 299 2113
PO Box 2721719
Papakura
2244
Age Concern
Age Concern is a charitable organisation dedicated to promoting quality of life and wellbeing of older people.
Contact details:
www.ageconcern.co.nz
national.office@ageconcern.org.nz
Level 4,
West Block,
Education House,
178 Willis Street,
WELLINGTON 6011,
New Zealand