The Samoa Ministry of Health is planning a new framework to better deal with complaints made against the sector.
Its director general of health, Leausa Dr Take Naseri, says the new complaints system will cover private physicians, public hospitals and district hospitals.
He says it will have different processes in place depending on the seriousness of the complaint.
Leausa says while a complaints procedure was legislated in 2006, the health system has evolved since then.
"We know for a fact that there are a lot of complaints, a lot of greivances that go unheard. But we need this complaints [system] to have a good look at, so that we can improve our service, strengthen our system as we move forward. There have been many complaints, they even reach to the Prime Minister's office."
Leausa Dr Take Naseri says the new policy should be put in place before the end of this year.