If you're unhappy about how we assessed your needs, or which services you're getting or not getting, you can make a complaint.
What our complaints process is for
Our complaints process is for concerns about:
- how we assessed your needs (for treatment, rehabilitation, or Veterans’ Independence Programme)
- which services you’re getting (under treatment, rehabilitation or Veterans’ Independence Programme)
- which journeys we approved (for visiting veterans in long-term care, assessment, treatment, rehabilitation, Travel Allowance, Travel Concession).
How to make a complaint
Use our Complaints Form [PDF, 220 KB] to lodge the complaint.
- include enough detail for us to look into what happened
- tell us what solution you’d like.
If you need support to fill out the form, or to deal with us:
- our Complaints Service can help you fill out the form
- you can appoint a representative [PDF, 276 KB] to deal with us for you.
What we’ll do about your complaint
Acknowledging your complaint
We’ll acknowledge your complaint within 5 working days of getting it. We may ask you for more information, if needed.
Handling your complaint
We may decide not to deal with the issue as a complaint, if it:
- should come under a different process (such as a Review or Appeal process)
- repeats an earlier complaint that’s been decided
- doesn’t appear to us to be raised in good faith.
Otherwise, a complaints officer who wasn’t part of the original decision will look into your complaint.
Upholding your complaint
If we uphold your complaint, we’ll then:
- give you a formal apology
- explain what happened and how we’ll resolve it
- help with any further questions or requests you may have
- explain what you can do if not satisfied
- draw up, for our staff, any suitable lessons from what happened.
How to resolve other concerns
If your concern doesn't come under our general complaints process, we may be able to suggest other ways of resolving it:
- Reviews — your rights if you disagree with a decision about whether you qualify for an entitlement or service
- Standards of service (Code of Rights) — your rights to standards of service from us, and what to do if you're not getting them
- Health & Disability Commissioner (external link) — your rights if concerned about the quality of your health and disability services.
- Factsheet (Complaints) [PDF, 332 KB] — summary for printing
- Treatment, travel, rehabilitation & independence — services for veterans
- Family support — support & services for family
- Case management — help with your health & social needs