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Complaints Process

Health Through The Marae values your input and prioritise your concerns. We aim to provide a high quality, professional service for our people at all times. Your feedback is highly appreciated as it enables us to enhance our services further. If you have any issues regarding our services or the well-being of your loved ones, we encourage you to engage in a conversation with one of our staff members. Many challenges can be swiftly resolved through open communication.

What can you do?

There are various ways to get in touch with us for complaints, compliments, or general feedback regarding our services or staff at

Health Through The Marae:

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What we will do

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  • We will acknowledge complaints within three working days.

  • Our aim is to investigate your complaint within fifteen working days from the date of acknowledgment. If it takes longer, we will inform you.

  • Complaints are handled with strict confidentiality and will not have a negative impact on the care you receive.

  • Compliments and comments will be forwarded to the appropriate manager.

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Helpful resources for making a complaint:

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If you require independent support during the complaints process, the following free services can assist you:

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  • Health and Disability Advocacy: Free Phone: 0800 55 50 50, Fax: 0800 2787 7678, or email: advocacy@hdc.org.nz.

  • Health and Disability Commissioner: Free Phone: 0800 11 22 33 or website: http://www.hdc.org.nz.

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Ma tenei ture tiaki i ou tika, ka ahei kia u nga tikanga

1 - Mana

2 - Manaakitanga

3 - Tu Rangatira motuhake

4 - Tau tikanga

5 - Whakawhitiwhitinga whakaaro

6 - Whakamohio

7 - Whakaritenga mou ake

8 - Tautoko

9 - Ako me Te Rangahau

10 - Amuamu

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For support & information, contact your local advocate or the health & disability commissioner on:

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Taamaki Makaurau - Ph (09 373 1060) Fax 373 1061

Pooneke - Ph (04) 494 7900 Fax 04 4947901

Taakiwa - 0800 11 22 33

The code of rights means that you should have

1 - Respect & Privacy

2 - Fair Treatment

3 - Dignity & Independence

4 - Appropriate Standards

5 - Effective Communication

6- Information

7- Choice & Consent

8 - Support

9 - Rights during teaching  & research

10 - Your complaints taken seriously

 

​For support & information, contact your local advocate or the health & disability commissioner on:

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Auckland - Ph (09 373 1060) Fax 373 1061

Wellington - Ph (04) 494 7900 Fax 04 4947901

Other Areas - 0800 11 22 33

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