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Complaints procedure

10 January 2024

We need to know if you're not satisfied so we can improve our service. We're committed to treating complaints seriously and responding promptly and fairly. Every complaint is an opportunity to look carefully at how we do things and see if we can improve how we provide health care. Find out about our complaints procedure.

Why complain?

In investigating the complaint our aim is to achieve a mutually satisfactory conclusion and, where appropriate, take action to ensure the situation does not arise again.

It is helpful if complaints are received as soon as possible after the event.

Your complaint will not affect your treatment.

How do I complain?

If you are unhappy about how you were treated:

  • In the first instance, we suggest you take your concerns directly to the person who provided the service to you by talking or writing to them. The complaint will hopefully then be resolved to your satisfaction.
  • If you are still not satisfied or you do not feel able to talk to them, you may write a letter or speak to our Complaints Officer. This person it the Medical Director, Dr Joan Allardyce, who is the person responsible for overseeing satisfactory resolution of complaints in this practice.
  • Alternatively, you could put your complaint into the 'suggestion box, but you will need to include your name etc if you wish to be advised of the outcome of your complaint.
  • Through the University How to Raise a Concern webpage.

If you have a concern, complaint or a grievance there is a process to give you a voice.

Where else can I complain to?

You may also complain to:
The Health and Disability Commissioner
PO Box 1791
Phone: 0800 11 22 33

The Medical Council
PO Box 11 649
Phone: 04 384 7635

For matters where you feel privacy has been breached
The Privacy Commissioner
PO Box 466
Auckland 1
Phone: 0800 803 909

If you want support to do this, there is a free advocacy service to help you. Phone the Office of the Health and Disability Commissioner, 0800 11 22 33 or

The Health and Disability Advocacy Service
PO Box 1307
Phone: 377 7501

Everyone using a health or disability service has the protection of the Code of Health and Disability Services Consumers' Rights. A copy of the code is displayed and is available for you on request.

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