If after hearing from us you remain concerned about the service you received as an ambulance customer, the independent Health and Disability Services Complaints Office (HADSCO) is able to investigate any remaining concerns you may have.
Frequently asked questions
To provide Product Feedback, simply visit Product and service feedback and complete the form.
You will receive an acknowledgement of your complaint within 5 working days. We will keep you informed of our progress and understand the importance of resolving any issue.
Once this investigation process is complete, the outcome will be provided to you in writing. We appreciate your patience and understanding in this matter.
To submit a complaint, visit Submit a complaint and complete the form.
To give us a compliment, simply visit Compliment us and complete the form.
Here is our step-by-step process:
We aim to acknowledge your complaint within 5 days of receipt. At this point, we'll provide you with a complaint reference number for tracking.
Our dedicated complaints resolution team will review your complaint thoroughly. This process may involve contacting you for additional details to ensure we fully understand the situation.
We strive to resolve all complaints within 10 business days. We'll inform you of the outcome via your preferred contact method and in writing.
If you're not satisfied with our resolution, you can request for the complaint to be escalated. An independent team will review the situation.
We aim to provide you with our final response or a detailed explanation of our findings within 30 days of your initial complaint.
Remember, your satisfaction is our priority. We appreciate your patience and understanding throughout this process. We're committed to using your feedback to improve our services and ensure similar issues do not occur in the future.