Need to tell us something?
We welcome feedback and use the information to help improve the services we provide.
You can provide feedback via email to feedback@thinkhauora.nz, call us on (06) 354 9017, or write to us at THINK Hauora, PO Box 2075, Palmerston North 4440.
How to make a complaint
If you’re unhappy with our service, please let us know. The easiest way to make a complaint is by emailing, feedback@thinkhauora.nz.
If possible, please include the following:
- Your name (optional)
- The best way for us to contact you (optional)
- Your complaint
- How you'd like to see the complaint resolved
What happens next with your complaint?
Our aim is to resolve complaints as quickly as we can. We’ll let you know we’ve received your complaint within five working days, and we may get in touch if we need a bit more information.
We’ll do our best to resolve your complaint within 10 working days of acknowledging your feedback. If, for any reason, it’s going to take a bit longer, we’ll let you know and keep you updated on progress.
If you’re unhappy with the resolution of the complaint
If you’re not satisfied with how your complaint has been resolved, or you feel it hasn’t been dealt with sufficiently, you can escalate it to the Health and Disability Commissioner (HDC).
Is this a complaint for THINK Hauora?
THINK Hauora is only able to respond to complaints about things that are within our responsibility. Sometimes your complaint may be better handled by a different organisation. If that’s the case, we’ll let you know the best place to send your complaint.
In some situations, we may work together with another organisation to respond to and resolve your complaint.
If your complaint is about an experience with your general practice or someone in their team, you should contact the practice directly in the first instance.
How we manage your privacy
We collect some personal information from you so we can respond to your complaint. This includes:
- Your name
- Your contact details
- Information about your complaint
If you choose not to provide your contact details, we won’t be able to respond to you directly. However, we’ll still record your complaint (without your personal details) to help us improve our services.
If you don’t want us to keep your email address or any other personal information, please let us know. We’ll remove it from our records once we’ve received your complaint and will only keep anonymised information for improvement purposes.
Once your complaint is resolved, we keep the information about the complaint, including identifiable information - for the period required under our information retention and public-records obligations. After that, we securely destroy all identifiable information and keep only a general summary to help us improve our processes.
