Your rights
Ōu mōtika
We are a Health and Disability Service Provider. Under the Health and Disability Code of Consumer Rights, you have the right to be treated with respect, dignity and receive quality service. If you have any concerns about any part of your needs assessment, plan, or the service you received from us, you have the right to make an appeal or a complaint.
Appeals
If you want us to reconsider or change the outcome of your needs assessment or plan, you can make an appeal. We’ll always aim to resolve these concerns as quickly and easily as possible.
Our appeals procedure may include:
- Our team helping you to work through the issue
- Asking one of our specialists or managers to review the situation
- Asking another
NASC service outside Tāmaki Makaurau Auckland to help us find a solution - Asking the Ministry of Social Development for a joint resolution.
Complaints
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At Kaikaranga, we see complaints as invaluable feedback. They help us improve, and ensure we’re upholding the high standards we set for ourselves. If those standards aren’t being met – we always want to know.
If you’re concerned with the quality of our service, or if you feel you’ve been treated unfairly or discriminated against, you can make a complaint.
We do recommend having a chat with the team member involved first. They’re here to listen and find solutions with you.
If you can’t solve it together, our Complaints and Privacy Officer will investigate the matter.
All complaints will be responded to in writing within 20 working days.
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Health and disability advocates
You can work with a Health and Disability Advocacy Service to help you resolve your complaint. We can share a list of the advocates available in Tāmaki Makaurau Auckland.
Health and Disability Commissioner
You can also take your concerns to the Health and Disability Commissioner if you feel your concerns are not being heard or addressed. We accept any decisions made by the Commission.
Freephone the Commission on 0800 11 22 33.
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As a NASC, the Ministry of Social Development requires us to have a process in place for monitoring its contracted service providers. This includes:
- Delivery of the outcomes plan as negotiated between us and the service provider(s)
- Ensuring that the services being delivered are meeting the person’s needs
- Identifying any unresolved issues or concerns and significant risks with the delivery of service by the provider(s).
Provider complaints process
You have the right to make a complaint about the support you’re receiving from a service provider(s). If you do, we may take the below steps to investigate:
- We’ll contact the provider(s) on your behalf to try and resolve the matter
- If that doesn’t resolve things, then with your consent, the complaint will be forwarded to our Complaints and Privacy officer
- They’ll contact the provider and request that they investigate your concerns
- The Ministry of Social Development will be notified
- You’ll be informed of our investigation’s outcome.
You can call us on 0800 824 5872.
Positive feedback
If there’s something we’re doing well, we’d love to hear about it. If you remember the team member’s name, please let us know so that we can pass on your feedback.