How do I make a complaint about Disability Support Services or their service providers?

If a service provider responded to your records request, contact them first

Sometimes it is quicker to make a complaint with the service provider, instead of DSS.

To make a complaint to a service provider, contact the people who worked on your records request.

Making a complaint can bring up a range of emotions. Learn where you can find support while going through this process. 

Examples of what you might decide to make a complaint about

The types of issues you could make a complaint about include:

• you have not heard from them more than 20 working days after your records request
• there is wrong information in the records (find out how to get wrong information corrected)
• your copy of the records seems to have the wrong information redacted (hidden or removed). Learn about redactions.

You can make a complaint to DSS by email, phone, or post

You can make a complaint to DSS about

• how they responded to your records request
• how their service provider responded to your records request or complaint.

Make a complaint to DSS by:

• email: quality@msd.govt.nz 
• phone: 0800 566 601 (Monday to Friday 8:30am to 5pm)
• free post to: Complaints about Disability Support Services – Ministry of Social Development, Reply Paid: 262204 PO BOX 1556 Wellington 6140

Find more information about making a complaint to DSS.

If you are unhappy with the response to your complaint, you can contact the Privacy Commissioner or the Ombudsman

The Privacy Commissioner

The Privacy Commissioner deals with complaints about your rights to access and correct your personal information.

For example, you can complaint to the Privacy Commissioner if you are unhappy with the DSS’s or their service provider’s response to your complaint about redacting the wrong information from your records.

The Privacy Commissioner will only investigate your complaint if you have already made a complaint to DSS or their service provider.

Learn how to make a complaint with the Privacy Commissioner.

The Office of the Ombudsman

The Ombudsman deals with complaints about government agencies, and some organisations contracted to government agencies (like service providers).  

For example, you could complaint to the Ombudsman if you are unhappy with the DSS’s or their service provider’s response to your complaint about:

• their explanation about why they redacted information in your records
• their decision not to give you access to records about a deceased whānau member.

Find out how to make a complaint to the Ombudsman.