Health & Counselling Centre - Albany

Complaints Procedure

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

Why complain?

We are committed to treating complaints seriously and to responding promptly and fairly. Every complaint is an opportunity to look carefully at how we do things and to see if we can improve the way we provide health care.

In investigating the complaint our aim is to achieve a mutually satisfactory conclusion and, where appropriate, 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 Health & Counselling Centre Manager, who is the person responsible for overseeing satisfactory resolution of complaints at the Health & Counselling Centre, or our Campus Operations Manager.
  • Alternatively, you could put your complaint into the 'suggestion box', but you will need to include your name and contact details if you wish to be advised of the outcome of your complaint.
  • The next step would be to approach the Campus Operations Manager.

What happens then?

The complaints officer will assess the complaint thoroughly and communicate with you on how best to resolve the issue.

Where else can I complain to?

The Health and Disability Commissioner
PO Box 1791
Ph: 0800 11 22 33

The Medical Council
PO Box 11 649
Ph: 04 384 7635

For matters where you feel privacy has been breached:

The Privacy Commissioner
PO Box 466
Ph: 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 1791
Ph: 373 1060

Everyone using a health or disability service has the protection of the Code of Health and Disability Services Consumers' Rights. A copy of the code is displayed and is available for you on request.

Massey Contact Centre Mon - Fri 8:30am to 4:30pm 0800 MASSEY (+64 6 350 5701) TXT 5222 Web chat Staff Alumni News Māori @ Massey