• Any member(s) of the public
• Healthcare users
• Anyone on behalf of a relative, minor, or any member of the public

• Health users must first lodge a complaint with the relevant healthcare facility verbally or in writing.
• Healthcare facilities are expected to follow the complaints management guidelines on resolving complaints.
• If the complaint lodged does not get resolved by the implicated healthcare, health users may lodge a complaint with the  Health Ombud. The complaint should be lodged within two years of the occurrence of the incident.

The duration of the investigation process and complaint resolution depends on the severity and complexity of the complaint. Complainants will be updated and informed of the progress at regular intervals during the investigation process, including follow-ups.