We want to hear about your experiences with VisAble. Providing feedback helps us to improve the quality and safety of VisAble’s services and support. 

You have the right to make a complaint, under Right 10 of the Code of Health and Disability Services Consumers’ Rights. 

Anyone can make a complaint  

This includes: 

• People who have received VisAble support, 

• Families and other support people, 

• Professionals who have supported people and whānau receiving VisAble supports or received VisAble services themselves (e.g. training). 

How to make a complaint  

It’s your choice how you make a complaint. You can:  

1. Talk to or email the person you’re unhappy with directly. They are there to support you and may be able to respond to your feedback straight away.  

• You can have a family member, whānau, friend, or an advocate present when you meet with VisAble. 

1. Email VisAble at info@visable.co.nz 

1. Phone VisAble on 0800 998 858 and leave a message. Our team will call you back to talk with you about your concerns. 

1. Send a message by filling out our website form at the bottom of this page

What to expect  

VisAble will work hard to consider the issues you raise and resolve them in a fair, timely, and effective way.  

The information you give us is confidential. If you don’t feel comfortable telling us your name, you do not have to. (In that event we won’t be able to advise you of the outcome but we will still take the matter seriously.) 

If you let us know about any concerns, you can expect that: 

• There will be someone you can talk to about your concerns 

• Your concerns will be taken seriously 

• You’ll be treated with respect 

• Your privacy and confidentiality will be respected 

• Your concerns will be resolved as quickly as possible 

• You will know the outcome (unless you haven’t shared your name). 

If you provide feedback, it won’t negatively affect the care you receive. 

Additional support 

We appreciate it might feel uncomfortable to make a complaint to us, if you haven’t felt good about the support you’ve received at VisAble.  

• It can help to seek support from your friends and whānau. 

• You can contact the Nationwide Health & Disability Advocacy Service for free, independent and confidential advice and support.  

 If you’re not satisfied with VisAble’s response, or if you do not want to contact us directly, you can also: 

• provide feedback to Disability Support Services (one of our funders, as part of the Ministry of Social Development) 

• contact other agencies including the  

• Health and Disability Commissioner 

• Human Rights Commissioner 

• Privacy Commissioner 

Not sure where to start?  

Call a health and disability advocate to assist you: Freephone 0800 555 050