Feedback, complaints, and compliments

If you feel we're not providing the quality of service you expect, or you feel your rights have been breached, we would like to know about it.

We take all feedback seriously because it helps us to improve the services we offer.

Complaints are thoroughly investigated, and managed in accordance with our Complaints Procedure.

• It is OK to complain. Making a complaint will not affect the care you receive now, or in the future.
• Complaints can be made by a third party (relative, parent or friend) on behalf of someone else. We may require that person’s consent to investigate, and respond.
• Information you share with us will be treated in confidence. We must follow the rules set out in the Privacy Act 2020 and the Health Information Privacy Code 2020.
• You can contact the Health and Disability Advocacy Service for free independent advice and support on 0800 555 050.

When you make a complaint, you can expect to hear from us within five working days.

For all other feedback, we will contact you as appropriate.

We will:

• Treat your complaint seriously
• Thoroughly investigate your complaint
• Try and resolve the issue quickly and fairly
• Keep you informed about what we intend to do and how long it will take (if we cannot resolve it within five working days)
• Work with you to resolve the issue
• Discuss the outcome with you

The first step in making a complaint is to talk to a staff member. They will take responsibility for managing the issue, or make sure it goes to someone who is able to respond.

If you don’t want to talk to a staff member, you can:

• Speak to the manager
• Fill in a Feedback form at our clinic reception
• Use our online feedback form
• Email [email protected]

If you are not satisfied with our response to your complaint, you can contact us again to speak directly to the manager of the service concerned, or email [email protected].

At any time, you can have a support person or advocate to help you make a complaint, or work through a complaint. They can come to meetings or discussions about your complaint, and be involved at every stage of the process.

If you are making a complaint on behalf of another person, we may need to discuss the situation with the individual concerned and get their permission to provide you with a response. We will request proof that you are the individual’s representative. This is to protect them from unwarranted disclosure of their health information and to meet our privacy obligations set out in the Privacy Act 2020 and the Health Information Privacy Code 2020.

You can make a complaint to the Health and Disability Commissioner at any time.

They have advocates who can help you to make a complaint, and support you through the complaint process. Advocates are independent, and provide a free service to people using health or disability support services.