IDEA Services has a complaints policy that is available to every person using services.

If families have any issues with staff, they should discuss these with that person first. If this is not appropriate, or if the issue is not resolved, then they should contact the manager of the service.

People who are supported by IDEA Services can expect:

• staff to listen to complaints and do something about them

• to be informed about who to complain to

Everybody who receives a health and disability service is covered by the Code of Health and Disability Services Consumers' Rights 1996.

Under this code they have the right to:

• support

• be treated with respect

• be treated fairly

• dignity and independence

• be told things in an understandable way

• be told about their health or disability

• make choices about their care and support

• decide if they want to be part of training, teaching or research

• freedom from discrimination, harrassment or coercion

• make a complaint

If you feel IDEA Services breaches this code in any way you can complain to the Office of the Health and Disability Commissioner by telephoning 0800 11 22 33.