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Making a complaint

You can make a complaint at any time under the Code of Health and Disability Services Consumers' Rights (the Code). Our services to you will not be adversely affected if you complain.

Family Link is committed to providing clear and uncomplicated ways for people to complain or compliment our service. We welcome feedback on our website or email or alternatively in person.

Your complaint could include these details

  • Name and contact details of the person making the complaint

  • The subject of the complaint

  • When and where the dissatisfaction took place

  • What the concerns and issues are

  • Has any action been already taken

A photo of two blocks, one with a sad face and one with a happy face

How our complaints procedure works

Step One

Step Two

Step Three

Step Four

Step Five

Make a complaint in person, via our website or via email to our Manager. Include all of the details as suggested above.

Find a support person to assist you if needed.

Your complaint will be investigated

If you have made an official complaint and require a formal response (eg in writing, or a meeting), a letter of acknowledgement will be sent to you confirming receipt of your complaint unless your complaint has been resolved within 5 working days from the date of the receipt of your complaint.

We will then respond to the complaint within 20 working days. If you do not agree with the outcome you can appeal to Family Link or to the Health and Disability Commission

If you are not satisfied with the outcome

If you are not satisfied with the complaint outcome, please let us or the Health and Disability Advocacy Service know.

We recognise your rights under the Privacy Act and will assist you in exercising those rights regarding the information you have provided wherever possible. 

Health and Disability Advocacy Service

0800 555 050


Health and Disability Commissioner (HDC)

0800 11 22 33 

For further information go to the HDC website

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