Complaints procedure

While our team always strive to deliver their services to the highest standard, it’s important that we know if you are not satisfied so that we can continuously improve our service. It is helpful if complaints are received as soon as possible after the event. Your complaint will not affect your treatment.

Why complain?

Feedback provides a crucial opportunity for us to carefully evaluate our practices and strive for enhancement in our services. We are committed to taking complaints seriously and dedicated to addressing them promptly and equitably.

Our goal when investigating complaints is to reach a mutually satisfactory conclusion and, if necessary, take action to ensure the situation does not arise again.

How do I complain?

If you have a concern, complaint or a grievance there is a process to give you a voice. If you are unhappy about how you were treated:

In the first instance, we suggest you discuss your concerns directly with the person who provided the service to you by talking or writing to them. Many complaints can be successfully resolved this way.
If you are still not satisfied or you do not feel able to raise the issue with the person directly, you may write a letter or speak to our Complaints Officer. This person is the Clinical Head, and is the person responsible for overseeing satisfactory resolution of complaints at Fresh Minds. You can email complaints@freshminds.co.nz at any time with information about your complaint, including who it involves and what happened.

Where else can I complain to?

You may also complain to:

The Health and Disability Commissioner PO Box 1791 Auckland Phone: 0800 11 22 33

For matters where you feel privacy has been breached:

The Privacy Commissioner PO Box 466 Auckland 1010 Phone: 0800 803 909

Advocacy

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

The Health and Disability Advocacy Service PO Box 1307 Christchurch Phone: 0800 555 050

Everyone using a health or disability service has the protection of the Code of Health and Disability Services Consumers' Rights.

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