Contact

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At Uruuruwhenua, we take all complaints seriously and are committed to addressing them promptly and fairly. If you have a concern or complaint, please follow the steps below:

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1. Lodging a Verbal Complaint

• If you prefer to speak to someone directly, ask to be connected with the Complaints Officer at UHI.

• Our staff will assist in transferring your call or introducing you to the person responsible for managing complaints.

• The Complaints Officer will listen to your concerns, record the details in the Complaints Log, and guide you through the next steps.

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2. Lodging a Written Complaint

• You can submit a written complaint by email, letter, or using a complaint form available at UHI.

• Address all written complaints to the Chief Executive, regardless of the service aspect involved.

• Please provide as much detail as possible, including:

  • Your name and contact information

  • A clear description of your complaint

  • Any supporting documents or evidence

  • The outcome you are seeking

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3. Acknowledgement and Next Steps

• You will receive written confirmation within five (5) working days that your complaint has been received.

• If more information is required, we may ask you to sign a release form to gather details from relevant service providers.

• We will also provide you with information about the complaint process so you know what to expect.

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4. Follow-up and Resolution

• Within ten (10) working days of acknowledging your complaint, we will update you on the progress, which may include:

  • An invitation to a hui (meeting) to discuss your concerns, OR

  • An update on the investigation and an estimated timeline for resolution.

• We aim to resolve complaints within six (6) weeks. If there are any delays, we will notify you in writing and explain the reason and expected timeframe.

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5. Final Decision and Your Rights

• Once your complaint has been resolved, we will send you a formal letter outlining the decision and the reasons behind it.

• If a hui was held, you will also receive a written summary of the discussion.

• If you are not satisfied with the outcome, you have the right to escalate your complaint to the Health and Disability Commissioner or an advocate who can support you.

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6. Confidentiality and Record-Keeping

• All complaints are recorded in a confidential Complaints Log.

• These records are only accessible to the Board unless you request their release.

• Any relevant outcomes will be shared with contracted service providers as needed.

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We value your feedback and are committed to continuous improvement. Please don’t hesitate to raise your concerns — your voice matters.