More than 60 per cent of complaints received were about the process or the treatment and care that the patient received.
Cate Tyrer, Quality, Safety and Risk Director, said the number of complaints made against the DHB were on the decline.
"We receive a significantly higher amount of compliments as opposed to complaints," Ms Tyrer said.
She said it was understandable that the majority of complaints were made about service in the Medical-Surgical ward and ED.
"The Medical-Surgical ward is our biggest ward and also has the highest turnover of patients so it is understandable that they would receive more complaints than a smaller ward, like maternity.
"ED receive a number of complaints about waiting times. It is hard for patients to understand that ED has some particular challenges in providing a prompt and responsive service to patients.
"People in the waiting room may be unaware that other patients are arriving by ambulance through an alternative entrance," Ms Tyrer said.
"Some of the complaints received about Mental Health are from what we call serial complainers in that they continue to write in letters of complaints years after they have last used the service.
"Other complaints are received from family members of people that have used the mental health service as they often find it difficult to deal with the fact that their family member has mental health issues," she said.
She said complaints were dealt with on a case by case basis and that some cannot be resolved because they are outside their control.
"Even when a complaint has a resolution it does not always mean that the patient is accepting of the outcome."
In these cases complaints are passed on to the Health and Disability Commissioner to objectively review the concerns and complaints of patients and families.
She said a total of five complainants over the last four years had decided to go to the HDC after making a complaint with the DHB.
"Two of these decided to go to the HDC without first waiting for a response from the DHB."
She said the DHB uses complaints as opportunities to review and improve services.
The DHB has received 14 complaints so far this year and seven complaints from the 11/12 period are yet to be resolved.
Wairarapa DHB chief executive Graham Dyer said the complaints were awaiting external independent feedback as part of the process of resolution.
"We take all complaints very seriously and where required will instigate an in-depth review, to ensure resolution and quality improvement are achieved.
"This may involve research and comparison with other DHBs to ensure we are using the best and most up to date practice in our patient care," Mr Dyer said.
