Complaints and Concerns
We work hard to deliver the highest standard of
service and the highest standard of care but sometimes things
can go wrong. If this happens, we want to put things right as
quickly as possible and learn from the experience to make sure
the same thing doesn't happen again. That is why we encourage
you to tell us about your experience.
The Code of Health and Disability Services Consumers' Rights
states that consumers have the right to
If you have a concern or complaint about the
care that you have received it is best to try to sort it out
straight away. You can do this by firstly speaking to those
providing your care (for example the Charge Nurse on the ward or
the clinic nurse if you are an outpatient).
They should listen to your concerns and try and
put things right, or they can advise you how to report your
If you do not feel comfortable talking to the
people providing your care or you aren’t satisfied with their
response you should contact Auckland DHB Consumer Liaison Team
firstname.lastname@example.org. If you are
unable to email, you can write to them
Consumer Liaison Team
Auckland District Health Board
Private Bag 92024
How to complain:
Ideally, you should contact us with your concern
or complaint as soon as possible, this will make it easier for
everyone to remember what happened.
When you contact us please give as much
information as you can, including your name, your
NHI number (if you know it), and your
contact details – address, phone number and email. If relevant,
also include the dates of your care and location, for example
the ward name or clinic name.
If you are raising more than one issue, please
number each point, this will help make sure we answer all of
What you can expect from the process:
We will send you a letter or email to
acknowledge receipt of your complaint or concern within five
working days. We will do our best to give you a full reply as
quickly as possible, usually within one month. If we think it
will take longer, we will let you know.
Your complaint is not kept with your medical
notes and does not in any way affect your future care.
What to do if you are not happy:
If you are not satisfied with the way in which
we dealt with your complaint you can contact the
Health and Disability Commissioner on
0800 112233 or complete the online form on the Health and
Disability Commissioner’s website.
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