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(1) A scheme shall maintain a register into which shall be recorded every complaint received from a member or a health care facility

(2) A scheme shall provide for

(a)  the manner in which complaints are to be made;

(b)  the person or authority to whom a complaint should be made;

(c) the time within which the complaint should be submitted following the occurrence of the cause of the complaint which shall in any event not exceed fourteen days;

(d) the time within which a complaint is to be dealt with, which time should be reasonable and in any event not be more than two months from the date the complaint was lodged with the scheme; and

(e)  the person who deals with complaints.

(3) A complaint may be submitted as in Form 10.

(4) The scheme shall investigate all complaints recorded in an expeditious manner and take appropriate steps to settle the complaint.

(5) A scheme shall provide in writing the remedies available to complainants under this regulation and the right of a complainant to refer the complaint to the district Health Complaint Committee established under section 8 of the Act where the person is dissatisfied with action taken by the scheme or the failure by the scheme to attend to the complainant within the time required under sub-regulation (1) (d).