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Source of complaints
Of those who complained, 57% rang a
local advocate directly; 20% used the
0800 number; 10% called in to the local
advocacy offi ce or discussed their complaint
with the advocate during an education
or networking session; 12% contacted the
advocate by letter, text, fax or email and
4% were formal referrals from the Health
and Disability Commissioner. Complaints
received directly from consumers accounted
for 66% of complaints, with a further 30%
from a third party such as family members,
friends and the HDC. This result refl ects the
proactive efforts of advocates to improve
access to vulnerable consumers concerned
about their care.
Rt 6: Information
12%
Rt 5: Communication
21%
Rt 9: Complaints process
3%
Rt 8: Support
3%
Rt 7: Consent
3%
At 75%, the vast majority of complaints
relate to health service providers, with
a further 10% being complaints about
mental health services. The 15% relating to
disability service providers is not refl ective
of consumers with impairments as the
statistics record the service used rather
than the details about the consumer.
Complaint comparisons
It is interesting to observe the similarities
and differences between the nature of
complaints about health (75%), disability
(15%) and mental health services (10%).
It is common for complaints to cover more
than one particular right (from the rights
described in the Code of Rights).
Rt 1: Respect
7%
Rt 2: Fair treatment
3%
Rt 3: Dignity
3%
Figure 11: Advocacy complaints issues 2011/12
Rt 4: Standards
45%
HDC ANNUAL REPORT 2012
21