[GUIDEBOOK] Using Complaints to Address Healthcare Violations: A guide for healthcare users and community-based organisations

15 December, 2016

Using complaints to address healthcare violations cover pageThis Guidebook provides information about how healthcare users in Africa can enforce their human right to health by making use of complaint processes, particularly for people who are disproportionately vulnerable to HIV (key populations).

The Guidebook gives information for healthcare users about human rights when using healthcare services, and on how to use complaint processes at healthcare facilities, in national human rights institutions and in health professions and nursing councils.

Information is given for community-based organisations on how to support complainants.

Particular information is given about complaint processes in Botswana, Malawi and Zambia and with the Global Fund to Fight AIDS, Tuberculosis and Malaria.


To request a hard copy please send your name and contact details to enquiries@salc.org.za

Download a full version of the report HERE

For training purposes, you can download a presentation on the Guidebook HERE

Individual chapters can be downloaded below:

Important words and definitions


Chapter 1: Health and human rights

Chapter 2: Dealing with human rights violations

Chapter 3: Making a complaint

Chapter 4: Information for community-based organisations – How to support complainants

Chapter 5: Complaints processes in Botswana, Malawi, Zambia, and at the Global Fund

Useful contacts and links

This Guidebook was generously funded through the Africa Regional Grant on HIV.

Africa Regional Grant on HIV