Complaint about social services

If you are unhappy with or feel that the work of the social services, the Act concerning Support and Service for Persons with Certain Functional Impairments or the personal assistance provided is in any way inadequate or deficient, there are different ways in which to put your views forward and make a complaint.

To appeal against a municipal decision about social services

If you are unhappy with a municipal decision on the provision of social services under the Social Services Act (SoL) or the Act concerning Support and Service for Persons with Certain Functional Impairments (LSS), you may file an appeal against the decision with the court. You can only appeal against a decision that concerns you in person. The following are examples of decisions against which you may file an appeal:

• Rejection of application for income support - whether fully or partially - under the Social Services Act (SoL).
• Rejection of a request for social services under the Act concerning Support and Service for Persons with Certain Functional Impairments (LSS).
• Fees and charges relating to home care and nursing home services.

If the municipality has made a decision that you are not happy with, you have the right to ask for a written copy of that decision. It is the responsibility of the municipality to advise you on how to file an appeal.

To make a complaint about the implementation of social services

All municipal and private operations are required to have a complaints and feedback procedure in place.  The person responsible for the provision of social services in your case or your case officer at the municipality will be able to tell you to whom or where you should submit your complaint or feedback.

When should you contact the Health and Social Care Inspectorate (IVO)?

Do you think there are serious flaws or deficiencies in the social work of the Social Services or any of the activities carried out under the Act concerning Support and Service for Persons with Certain Functional Impairments? Would you like to make the Health and Social Care Inspectorate (IVO) aware of something relating to the work of the Social Services? Then you can get in touch with the Health and Social Care Inspectorate.

The Health and Social Care Inspectorate is not obliged to investigate all matters brought to its attention and makes an independent assessment as to what matters to investigate. The assessment is partly based on information received from individuals and partly on other information about various activities available to the Health and Social Care Inspectorate. Depending on the outcome of the assessment of the information available, the Health and Social Care Inspectorate will either carry out its investigation immediately or at a later stage. All information reported to the Health and Social Care Inspectorate is registered and used in the planning of possible future investigations. When providing the Health and Social Care Inspectorate with certain information, you will be notified of how the Health and Social Care Inspectorate intends to process the information received.

Anyone can provide information and report flaws and deficiencies or make general comments and suggestions. This applies whether or not the flaw or deficiency you report concerns you in person or someone you know or are related to or whether it has come to your knowledge by other means.

Should you wish to report a flaw or deficiency or simply make a comment or suggestion, you can do so via contacting our information service.