At Habit Health, we take all feedback and complaints seriously. We use the information from investigations to improve our services and outcomes for the people and workplaces we support.
This process applies to:
We respond to and investigate concerns fairly, efficiently and objectively, and provide feedback within required
timeframes.
Individuals, workplaces and referral partners can provide feedback or lodge a complaint by:
If your complaint has been reviewed and you believe it requires further consideration, you may request escalation within Habit Health by contacting our Quality Team at: qualityteam@habit.health
If you are not satisfied with the outcome of our internal complaint process, or you prefer not to raise your concern with us, you have the right to bring your complaint with an external agency, such as the Health and Disability Commissioner (HDC) or the Office of the Privacy Commissioner (OPC). Information about external escalation options is provided below.
All complaints are assessed and prioritised based on urgency and seriousness.
If a complaint relates to an immediate risk to safety, security or quality of service, it will be escalated and responded to immediately.
We may contact you to clarify details or request the complaint in writing to support a fair and complete investigation.
We will acknowledge your complaint within 5 working days.
We respect the confidentiality of all parties involved and comply with relevant privacy legislation.
Complaint information is shared only with those required to conduct a fair investigation, in line with Habit Health’s internal complaint management framework and Privacy Policy.
To investigate a complaint, we may review:
All investigations are conducted objectively and without bias.
We acknowledge receipt of each complaint within 5 working days using the most appropriate method of contact.
We may discuss:
An appropriate person is assigned to manage and investigate the complaint.
We gather, review and document relevant information to establish the facts and assess whether the complaint is justified, partially justified, or not accepted.
Within 10 working days of acknowledging your complaint, we will advise whether:
You will be informed of:
Where extended investigation is required, we will provide written updates at monthly or agreed intervals until the matter is resolved.
If you are not satisfied with the outcome, we will provide information on how to:
We maintain comprehensive records of:
Records are managed in line with privacy and information management requirements.
For further information, please refer to the Habit Health Privacy Statement.
