How to make a complaint
We value your feedback. It’s good to hear if we get things right – and we also need to know if we can do things better.
If you or your whānau wish to make a complaint, you can fill out the online form on this page. Alternatively, you can download, print and complete a PDF version of the form, also on this page.
Useful information
Information about how our complaints process can be found here.
If you have feedback about our services, that is not a complaint, you can submit this here.
Read about how we use and protect your personal information, on this page.
Your rights as a healthcare services user
When you use a health or disability service in New Zealand, you have protection under the Code of Health and Disability Services Consumers' Rights. Go to the Health and Disability Commission’s website for information about this.
PURPOSE
Te Piki Oranga Ltd is committed to being accessible, fair, and responsive to all whānau and stakeholder complaints. We value feedback and are committed to ensuring our community have the best possible experience with us. Our ngā uara (values) influence and guide how we manage any complaints we receive.
DEFINITIONS
Complaint
An expression of dissatisfaction by one or more of our whānau and stakeholders about Te Piki Oranga:
action or lack of action;
decision;
failure to follow ngā uara/our core values;
the standard of service provided by or on behalf of Te Piki Oranga.
Tumuaki – General Manager
Ngā Uara – values
Kaimahi – staff / workers /employees
Whānau – family
Manaakitanga – hospitality, kindness
Whanaungatanga – family relationships
Kaitiakitanga – stewardship
Wairuatanga – spirituality
Kotahitanga – unity
Rangitiratanga – self-determination of thinking and actions
OBJECTIVES
Applying this policy will ensure that:
Whānau and stakeholders are aware of, and properly informed about their right to complain as provided under the Health and Disability Code of Rights (10);
Kaimahi, directors, advisors and contractors understand their obligations and responsibilities relating to the management of complaints;
Complainants are assured that any complaint does not result in a lower quality of treatment under any Te Piki Oranga service.
PROCEDURE
Please refer to the flowchart below.
Please contact the Complaints Manager/Tumuaki if you have any questions or concerns while your complaint is being processed by any of the following contact details:
o 03 543 7016 / 0800 ORANGA (672 642) or
o quality@tpo.org.nz or
o or via the postal address below Attention: Complaints Manager.
The timeframes within which your complaint should be managed are noted in the flowchart below.
At any time, should you wish, you can contact a Health and Disability Advocate from the Health and Disability Commission who can assist you with your complaint. They can be reached via the follow contact details:
If your complaint is about the Tumuaki (General Manager) you can contact the Chairperson directly via the following contact details:
o 03 543 7016 / 0800 ORANGA (672 642) or
o quality@tpo.org.nz or via the postal address below:
Te Piki Oranga Ltd
Attention: The Chairperson
PO Box 3108
Richmond 7050
The flowchart below shows the procedure when we receive a complaint.
You can click on the image to make it larger
Please get in touch with any questions about our complaints process, using the contact details above.
