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Complaints Procedure


If you have any complaints about the treatment or service you have received from us, we would like to know.
We encourage you to discuss any complaints you have with your Provider or our Practice Manager, Aysha Kiel.
If you are unable to do this, please put your complaint in writing as soon as possible so we can fully investigate your complaint.


If you make a complaint to us, we will:

  • Let you know that we have received your complaint within 5 working days unless it has been resolved to your satisfaction within that time

  • Let you know within 10 working days whether or not we feel your complaint is justified. If we need more time to investigate your complaint, we will advise you of this and why more time is needed.


The steps taken will depend on the nature of your complaint, but it may be:

  • To inform the staff member or health professional involved and request their comments or explanation.

  • Ask for more information or discuss the matter informally with you

  • Assess the information obtained and discuss this with you

  • Seek to address your concerns and obtain a satisfactory outcome for you

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Once we have made a decision regarding the acceptance or otherwise of your complaint we will:

  • Provide you with reasons for our decision

  • Advise you of actions we propose to take

  • Advise you of the practice appeal procedures and your rights to complain to the Health & Disability Commissioner or the Privacy Commissioner

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For complaints that take some time to fully resolve we will advise you about the progress of your complaint each month.


For further information and help, or to request information on self-advocacy contact:
The Nationwide Advocacy Service
Phone 0800 555 050
Email: advocacy@hdc.org.nz
The Health and Disability Commissioners
P O Box 1791 Auckland
Phone 0800 11 22 33
Email: hdc@hdc.org.nz


The Main North Road Medical Centre acknowledges the rights of the patient outlined within the Health & Disability Commissioners Code of Rights. We aim to provide a high quality, professional service for all patients at all times.

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