Complaints Policy

Customer Complaints Procedure:
Tēnā tatou, at Rongoā Tuku Iho Healing Aotearoa Ltd, we are committed to providing high-quality care and respectful service.

If you are unhappy with any aspect of your care or experience, we encourage you to
let us know.

Your feedback helps us to provide the quality service we expect of ourselves.
Step 1: Talk to Us
If you feel comfortable, please speak directly with the kaimahi involved or ask to speak with the manager. Many concerns can be resolved effectively at this stage.

Step 2: Make a Formal Complaint
If your concern is not resolved or you prefer to make a formal complaint:
1. In writing: Send your complaint to Jonnelle Thompson at admin@rongoatukuiho.maori.nz
2. By phone: Call 02041158472
3. In person: Ask to speak with our HR manager.
Please note:
• Your name and contact details
• Details of what happened
• The date and time of the incident (if applicable)
• What outcome you are seeking

Step 3: We Acknowledge Your Complaint
We will acknowledge your complaint within 5 working days of receiving it. We will always treat you and your complaint respectfully.

Step 4: We Investigate
We will look into your complaint fairly and thoroughly. You may be contacted for more information. We aim to respond with an outcome within 10–20 working days. If more time is needed, we will keep you updated.

Step 5: Resolution and Response
We will let you know the outcome and any actions we will take. If you are not satisfied with the response, we will discuss further steps with you.

Independent Support
You have the right to seek advice or support at any time from:
Health and Disability Commissioner (HDC)
Website: www.hdc.org.nz
Phone: 0800 11 22 33

Nationwide Health & Disability Advocacy
Service
Website: www.advocacy.org.nz
Phone: 0800 555 050

Human Rights Commission (HRC)
Website: www.tikatangata.org.nz
Phone: 0800 49 68 77