Integrative Health Complaints Policy

Our Commitment

Integrative Health Clinic is committed to providing services that respect the rights of health and disability services consumers, including the right to complain.

We manage complaints fairly, simply, speedily, and efficiently, in accordance with Right 10 of the Code of Health and Disability Services Consumers’ Rights, and relevant contractual and regulatory obligations.

Your Right to Complain: Right 10(1)

Every consumer has the right to complain about any aspect of the services provided.

You may complain:

  • Directly to us

  • Through an authorised representative

  • To an independent body such as the Health and Disability Commissioner

You will not be treated unfairly or differently as a result of making a complaint.

What Is a Complaint

A complaint is any expression of dissatisfaction about:

  • Clinical care or treatment

  • Communication or staff behaviour

  • Delays or waiting times

  • Environment or facilities

  • Cultural safety or cultural competence

  • Systems, processes, billing, or payments

  • Privacy or handling of personal information

Complaints may be made verbally or in writing.

How to Make a Complaint: Right 10(2)

You may make a complaint in any form, including verbally or in writing.

Contact details

Email (Complaints Contact): reception@integrativehealthclinic.co.nz

Phone: 020 4026 3764

Postal address: 317 Pakuranga Road, Pakuranga, Auckland 2010

You may ask someone else to complain on your behalf. If you need help to make a complaint, we can assist you.

Our Complaints Process: Right 10(3)

We will:

  • Facilitate the fair, simple, speedy, and efficient resolution of complaints

  • Ensure you understand the complaints process

  • Acknowledge complaints promptly

  • Keep you informed of progress

  • Treat you with courtesy, sensitivity, and respect at all times

Where possible, we aim to resolve concerns early and directly.

Acknowledgement of Complaint

We will acknowledge your complaint within 5 working days of receiving it, unless it has already been resolved to your satisfaction.

Investigation and Timeframes: Right 10(4)

We will:

  • Assess the complaint fairly and impartially

  • Review relevant records and information

  • Speak with staff involved where appropriate

We aim to provide a written response within 20 working days.

If:

  • More time is required; we will explain why

  • The investigation is complex, and we will keep you updated on progress

Staff Named in a Complaint

If a staff member is named in a complaint:

  • They will be informed of the complaint

  • They will not investigate the complaint themselves

  • They may be involved in resolution discussions where appropriate

Complaints are managed objectively and without bias.

Resolution and Outcomes: Right 10(6)

Where appropriate, our response may include:

  • An explanation of what happened

  • An apology if the service did not meet expected standards

  • Actions taken to resolve the issue

  • Changes made to reduce the risk of recurrence

Privacy, Consent, and Confidentiality: Right 10(5)

  • Complaints are treated as confidential information

  • Records are stored securely

  • Information is shared only with those directly involved in managing the complaint

  • Personal and health information is managed in accordance with the Privacy Act 2020

If a complaint is made by someone other than the patient, we may require the patient’s consent before releasing information about their care, unless disclosure is otherwise permitted by law.

Support and Advocacy: Right 10(7)

You have the right to support and advocacy when making a complaint.

You may contact the Nationwide Health and Disability Advocacy Service, which provides free and independent support.

If You Are Not Satisfied: Right 10(8)

If you are not satisfied with how your complaint has been handled, you may contact:

Health and Disability Commissioner (HDC)

Website: www.hdc.org.nz
Phone: 0800 11 22 33

You may also contact the Privacy Commissioner if your complaint relates to personal information.

No Impact on Care: Right 10(9)

Making a complaint will not adversely affect your care or access to services at Integrative Health Clinic.

Learning and Continuous Improvement: Right 10(10)

We record and review complaints to:

  • Improve the quality and safety of services

  • Identify system and process improvements

  • Support staff education and training

  • Reduce the risk of future concerns

Last reviewed: 13/01/26
Next review: 01/01/27