Complaints Procedure

We need to know if you are not satisfied so that we can improve our service.

Why complain?

We are committed to taking complaints seriously and dedicated to addressing them promptly and equitably. Each complaint is an opportunity for us to carefully evaluate our practices and strive for enhancement in our services.

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.

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 is theClinical Head, who is the person responsible for overseeing satisfactory resolution of complaints at Fresh Minds.

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

For matters where you feel privacy has been breached

The Privacy Commissioner
PO Box 466
Auckland 1010
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.