Section 30: Laying of Complaints

(1) A 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 Minister, Commissioner or any other appropriate authority shall establish a procedure for the laying of complaints within the areas of the national health system for which the Federal or State Ministry is responsible.
(3) The procedure for laying complaints shall-
(a)
be displayed by all health establishments in a manner that is visible for any person entering the establishment and the procedure shall 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, a person shall follow the procedure established by the Minister or a Commissioner, as the case may be.