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Let's Kōrero

Contact

Address

93 Tarbert Street,

Alexandra 9320

Unit 1, 70 Glenda Drive, Frankton

Queenstown 9300

Phone

0800 485 111

Email

Social Media

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For Referrals to Uruuruwhenua Hauora

For questions or feedback

Do you need further assistance?

For Health Services

  • in the event of an emergency call 111

  • for general and mental healthcare call your usual GP, or Healthline on 0800 611 116

  • mental health support is also available from trained counsellors 24/7 free call or text 1737

 

If you are in need of Social Services:

  • Work and Income - Except Public Holidays - 0800 559 009

  • Oranga Tamariki -  0508 326 459

  • Central Lakes Family Services - 0508 440 255

COMPLAINTS PROCEDURE

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:

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.

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

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.

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.

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.

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.

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

ALEXANDRA
HEAD OFFICE

93 Tarbert Street
Alexandra 9320

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Opening Hours:

Mon - Thurs 9am - 4pm 

Friday 9am - 3pm

​​Saturday & Sunday: Closed

TĀHUNA

Unit 1, 70 Glenda Drive

Frankton, Queenstown 9300

Opening Hours:

Mon - Thurs 9am - 4pm 

Friday 9am - 3pm

​​Saturday & Sunday: Closed

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