National Health Act, 2003 (Act No. 61 of 2003)Chapter 2 : Rights and Duties of Users and Health Care Personnel18. Laying of complaints |
| (1) | Any person may lay a complaint about the manner in which he or she was treated at a health establishment and have the complaint investigated. |
| (2) | The relevant member of the Executive Council and every municipal council must establish a procedure for the laying of complaints within those areas of the national health system for which they are responsible. |
| (3) | The procedures for laying complaints must— |
| (a) | be displayed by all health establishments in a manner that is visible for any person entering the establishment and the procedure must be communicated to users on a regular basis; |
| (b) | in the case of a private health establishment, allow for the laying of complaints with the head of the relevant establishment; |
| (c) | include provisions for the acceptance and acknowledgment of every complaint directed to a health establishment, whether or not it falls within the jurisdiction or authority of that establishment; and |
| (d) | allow for the referral of any complaint that is not within the jurisdiction or authority of the health establishment to the appropriate body or authority. |
| (4) | In laying a complaint, the person contemplated in subsection (1) must follow the procedure established by the relevant member of the Executive Council or the relevant municipal council, as the case may be. |