Red X iconGreen tick iconYellow tick icon

At the School of Physiotherapy Clinics we are committed to being fair and reasonable in all our dealings with customers. Please let us know if you have concerns about any aspects of the care you receive from us. All concerns are taken very seriously and will be fully investigated.

Our clinics have a complaints investigation procedure based on the Code of Health and Disability Services Consumers Rights (Right 10 Code of Rights – Health and Disability Commissioner Act 1994).

Step 1

Talk to your physiotherapist. Inform your physiotherapist of your concerns and what you would like to be done to rectify the issue. In many cases we will be able to resolve issues immediately.

Step 2

Contact the Director of Clinics:

Tel +64 3 479 5757

They will be in touch with you in writing within 5 working days to acknowledge receiving your complaint. Within 10 working days the Director of Clinics will respond to your complaint in writing with a response outlining a decision and any actions proposed. If a resolution is likely to take longer than 20 days you will be informed of the reason. As necessary, you will be updated on progress of your complaint at intervals of not more than 1 month.

If you are not satisfied with the outcome, you are welcome to request that the issue be reconsidered by the Dean of the School of Physiotherapy:

Professor Leigh Hale
Dean, School of Physiotherapy
Tel +64 3 479 5425

Step 3

If the complaint cannot be resolved from steps 1 and 2, the matter will be referred to the Health and Disability Commission.

Health and Disability Commissioner – Making a complaint

Contact a health and disability advocate:

Tel 0800 11 22 33

You can also take your complaint to the Physiotherapy Board:

Physiotherapy Board of New Zealand – Complaints and notifications

Back to top