How to make a complaint


You can make a complaint if you have any concerns, feedback, or are unhappy with the service you have received from the New Zealand Drug Foundation Te Puna Whakaiti Pāmamae Kai Whakapiri.

  1. In the first instance, discuss the issue with the relevant staff member. Often concerns can be resolved at this point.
  2. If you feel your concern has not been addressed, ask to speak with the Executive Director.
  3. If you continue to feel that your concern has not been addressed, put your complaint in writing to the Executive Director via our contact us page. Provide your full name, address, telephone number, date that the incident relates to, date of the complaint, and details of your complaint.
  4. The Executive Director will acknowledge receipt of the complaint within five working days of receiving it.
  5. The Executive Director will ensure that an investigation regarding the complaint is carried out within 15 working days.
  6. You will be advised of the outcome of the investigation, including any actions taken to prevent the situation occurring again, and the reasons for any decisions made regarding the complaint.
  7. If you are unsatisfied with the outcome of the complaint, you can ask for the outcome of the complaint to be reviewed by writing to the Chairperson of the Drug Foundation Board.
  8. If the complaint cannot be resolved to the satisfaction of both parties, the complaint will be referred to an independent party (e.g. Health and Disability Commissioner, mediator) for resolution.

You can get help when making a complaint from:

Nationwide Health and Disability Advocacy Service

Health and Disability Commissioner's Office

 

How we approach complaints


The Drug Foundation is committed to:

  • Providing high quality, effective, and valued services in line with the Code of Health and Disability Services Consumers' Rights.
  • Continuous quality improvement.
  • Ensuring the workplace is free from harassment and intimidation.
  • Welcoming feedback.
  • Investigating all complaints thoroughly in an unbiased way as soon as possible.
  • Working positively together to resolve issues.
  • Treating people who make complaints with respect and courtesy.

The Code of Health and Disability Services Consumers' Rights mean that people who use a health or disability service in New Zealand are protected by the following ten rights:

  1. The right to be treated with respect.
  2. The right to freedom from discrimination, coercion, harassment, and exploitation.
  3. The right to dignity and independence.
  4. The right to services of an appropriate standard.
  5. The right to effective communication.
  6. The right to be fully informed.
  7. The right to make an informed choice and give informed consent.
  8. The right to support.
  9. Rights in respect of teaching or research.
  10. The right to complain.