We value your feedback, suggestions, and even complaints about your experience with us. It is often in this way we can review and make positive change wherever it is appropriate, to the care and service we provide to you and your family / whanau. For positive feedback, it serves to boost our staff and confirm we are doing things right for you.

When you use a health or disability service in New Zealand, you have the protection of The Code of Health and Disability Services Consumers’ Rights. 

Our Practices have a Complaints Policy and Procedure in place that ensures any complaint is dealt with in a fair and prompt manner. If you are unhappy with the service you have received or have concerns, please let us know as soon as possible.

Compliments, Suggestions and Feedback:
All compliments, suggestions or feedback are welcome, please speak with or email the Business Manager.

To lodge a complaint you can either:
1. Talk to any of the staff at the Practice and they will assist you to lodge a complaint
2. Talk to the Business Manager by phone (leave a message if they are unavailable and they will return your call)
3. Write a letter and drop it in or email the Business Manager.
4. Phone the Health & Disability (HDC) Advocacy service on 0800 555 050 – an advocate can assist you with lodging a complaint directly with the Business Manager if this is easier for you.

We undertake to acknowledge your complaint and indicate what action will be taken, within 10 working days.

You are welcome to bring a support person to any meeting you have at the Practice.

You can find out more about the process and timeframes by visiting the Health & Disability website.