Te Whatu Ora Capital, Coast and Hutt Valley welcomes suggestions, compliments and complaints. Your feedback gives us an opportunity to improve our service.
If you are not happy about your current care, we encourage you to first speak to the staff who are looking after you. Often things can be resolved straight away.
The Feedback Office will be closed from 23 December 2024 and will reopen on Monday, 6 January 2025. We will respond to your feedback when we reopen. If you have an urgent clinical concern, please contact your clinical team or GP.
How to send us a suggestion or compliment or make a formal complaint
Fill in our online form or email us
You can use our online form to:
- send us a suggestion
- compliment us or our staff
- make a formal complaint
Fill in the online form here
Email us directly at feedback@ccdhb.org.nz
If you can't use the on-line form or email us you can ring 04 806 0724 and leave your name with a contact phone number. Our Consumer Liaison Coordinator will contact you as soon as possible.
Complete our 'Tell us what you think' paper feedback form
Pick up one of our forms called Tell us what you think. These are available in all areas of the hospital or by asking a staff member. You can ask us to send you a paper form by ringing 04 806 0724. Leave us a message with your name and address and ask us to send you a form.
Write to us (no stamp needed)
Freepost 64158
Consumer Liaison Coordinator
Centre of Clinical Excellence
Health New Zealand, Te Whatu Ora
Capital, Coast and Hutt Valley
Private Bag 7902
WELLINGTON 6242
Making a complaint
What can you complain about?
A complaint can be made about any service provided by us. We also accept complaints about any of our contracted providers.
Who can make a complaint?
Anyone can make a complaint about the care or service they have received.
Complaints can also be made by another person on your behalf, such as a relative, friend, parent or consumer advocate. We may need consent to respond to complaints about someone else.
We can also accept complaints from GPs and rest homes.
What do we do about a complaint?
All complaints are treated confidentially. Please know that making a complaint will not adversely affect the care you receive. Your complaint will only be discussed with the people directly involved.
Your complaint will be acknowledged within 5 working days. In most cases the complaint will be referred to the manager of the area to be resolved directly with you.
We aim to respond to all complaints within 20 working days. If we are unable to respond in that timeframe we will advise you and let you know the reason and an expected completion timeframe. If your complaint is complex or requires additional investigation we will keep you updated on a monthly basis until it is resolved.
We take all complaints seriously. Accepting and resolving complaints gives us the opportunity to improve the services we provide. Your complaint may prevent the same issue affecting someone else in the future.
Support through the process
Nationwide Advocacy Services
If you need support or help with making a complaint, you can contact the Nationwide Advocacy Services, a free independent service that offers advice and support related to the complaints process.
Phone: 0800 555 050
Email: advocacy@advocacy.org.nz
Unresolved complaints
If you believe your complaint is unresolved please contact us again so we can try and help further.
You also have the right to contact the Health and Disability Commissioner:
- Postal address: PO Box 1971 Auckland
- Phone: 0800 11 22 33
- Email: hdc@hdc.org.nz
Healthline
GP
Afterhours
Hospital ED