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.

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 or email us at feedback@ccdhb.org.nz

Our online form does not support images.  If you'd like to include these, please email us 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)

Consumer Liaison Coordinator
Centre of Clinical Excellence
Freepost 64158
Te Whatu Ora Capital, Coast and Hutt Valley
Private Bag 7902

Making a complaint

What can you complain about?

A complaint can be made about any service provided by CCDHB. 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:

Health and Disability Commissioner

Postal address: PO Box 1971 Auckland

Phone: 0800 11 22 33

Email: hdc@hdc.org.nz

Last updated 10 October 2022.