HomeProvidersComplaints Our complaint process Assessing healthcare complaints

Assessing healthcare complaints

Assessment should not be confused with investigation. Formal investigation is just one of the paths we can take after assessing a complaint.

As part of our assessment, we will:

• send you a copy of the complaint and invite you to make a submission
• continue to try to resolve the complaint, if appropriate
• gather necessary information, such as health records, clinical notes, clinical advice
• decide whether to accept the complaint for further action and how best to deal with it.

You will usually be informed of our decision within 60 days.  However, some cases can take up to 90 days.

Likely outcomes

1. We decide no further action is necessary. This can be because the complaint:

• is vexatious, or lacking in substance
• has been dealt with by another authority, or is before the courts
• did not fall within our reporting timeframes or jurisdiction.

2. We accept the complaint for our action, through:

• conciliation   
• investigate the complaint
  

3. We refer the complaint to a registration board, or to another organisation that has the authority to deal with it.