Complaints Call Centre

The Complaints Call Centre (CCC) unit is a central hub for receiving and managing all complaints relating to non-compliance with prescribed norms and standards for various health establishments. All incoming healthcare related complaints are screened, risk-rated based on the severity of the incident, categorizing them into four levels: Low, Medium, High, or Extreme and referred to relevant stakeholders.

Low risk-rated complaints are addressed and closed by the CCC, while Medium, High, and Extreme risk-rated complaints are escalated to the appropriate units within the Health Ombud for consideration and/or eventual investigation. The CCC agents are highly skilled professionals who bring specialised expertise in clinical care and experience in customer service. The unit plays a crucial role in maintaining the integrity and responsiveness of the Ombud’s complaints resolution process, ensuring that all complaints are appropriately handled and resolved based on their level of risk and complexity.