Kia ora Jayson

Your request for information will be processed in accordance with the
Official Information Act and/or the Privacy Act, and you will receive a
response as soon as reasonably practicable and in accordance with the time
frames set out in that legislation.

Nāku iti noa, nā

Office of the Health and Disability Commissioner

Level 10, Tower Centre, 45 Queen Street, Auckland 1010
PO Box 1791, Auckland 1140
[1]Health & Disability Commissioner 
[2]http://www.hdc.org.nz
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From:        jayson chilvers
<[FOI #16771 email]>
To:        OIA/LGOIMA requests at Health and Disability Commissioner
<[Health and Disability Commissioner request email]>
Date:        16/09/2021 04:42 p.m.
Subject:        Official Information request - Policy and procedure

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Dear Health and Disability Commissioner,

I am seeking information regarding the complaint resoultion process.

1) When a complaint is made is further input sought from both parties eg
complainant and defendant.
2) Are both sides of the complaint taken into account?
3)Is there a timeline for a complaint to be resolved? If so what is that
is that timeline?
4)Is it procedure to maintain contact with the complainant during the
complaint process?
5) When a complaint is recieved how is it decided which case officer it is
assigned to? And can the complainant request for a change to this case
officer?
6)Who has final say on whether resoultion is achieved or not achieved?
7) is it standard procedure to inform the complainant of the complaint
being recieved and how the complaints process works?
8)How are complaintants kept informed of the progress of their complaint?
9) What is the average length of time before a complaint is resolved?
10) What is the expected length of time for resoultion to be achieved?
11) What happens if resoulition isn't achieved?
12) How many complaints have me made to the Ombudsman about your
Organisation in the past 5 years about this process have been made and how
many were upheld?
13) How much weight does the feelings of the complainant get given?
14) What information is sought from the defendant and does the complainant
have access to it? Other than through the Privacy act?
15) When a party contacts your Auckland office for an update what is the
average and most length of time before a case officer contacts them back?
And can it be any case officer?
16) When a complaint is made to the commisioner herself who deals with
complaints about H&D staff and how is this process handled and the average
length of time it takes?

Yours faithfully,

jayson chilvers

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This is an Official Information request made via the FYI website.

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[FOI #16771 email]

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Dear Mr Chilvers,

Please find our response to this request attached.

Regards

Dr Craig Goodwillie  
OIA Advisor
Office of the Health and Disability Commissioner
PO Box 11934, Wellington 6142│ Level 11, TechnologyOne House, Wellington
6011
DDI (04) 494 7914
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