Feedback and Complaints

At Whakapakari Ora we are committed to safe, respectful, high-quality Rongoā Māori. If something is not right, we want to hear from you. Your feedback helps us improve.

How to raise a concern

You can:

• Talk to your practitioner in person, or phone us on 0210335300
• Email info@whakapakariora.com
• Write to us at 5 Waddell Lane Avondale Christchurch 8061
• Ask a support person/advocate to contact us on your behalf

We treat all concerns with respect and confidentiality. Raising a complaint will not affect your access to care.

What happens next

• Acknowledgement: We will confirm we have received your complaint within 5 working days.
• Review: A senior practitioner/manager not involved in the matter will review your concerns. We may invite you to a hui ā-kanohi if you wish.
• Outcome: We aim to respond with findings and proposed actions within 20 working days. If more time is needed, we will keep you updated.

Possible outcomes include explanation, apology, changes to practice, or further support.

If you are not satisfied

You can escalate your complaint to:

• ACC (for matters relating to ACC-funded services): 0800 101 996
• Health and Disability Commissioner (HDC): 0800 11 22 33, www.hdc.org.nz
• Privacy Commissioner (for privacy concerns): 0800 803 909, www.privacy.org.nz

Our values

We uphold manaakitanga, whanaungatanga, kawa whakaruruhau (cultural safety), and rangatiratanga throughout this process.

If you need help to make a complaint, please let us know and we will support you.