Your rights

You have the right to:

• Make a complaint in any form by using the feedback form on this page or by emailing us at hello@snip.co.nz.
• Have your complaint acknowledged and responded to promptly.
• Have support from an independent health and disability advocate if you wish.
• Escalate your complaint to the Health and Disability Commissioner (HDC) at any time.

How to make a complaint

You can contact us by using the feedback form on this page or by emailing us at hello@snip.co.nz

If you would like assistance, you can also contact the Nationwide Health & Disability Advocacy Service:
Freephone: 0800 555 050
Website: www.advocacy.org.nz

What happens next

1. We will acknowledge your complaint within 5 working days.
2. Your concern will be reviewed by the Practice Manager and, if appropriate, the Clinical Director.
3. If the issue can be resolved quickly, you will receive a response within 10 working days. If more time is needed, we will let you know why and give you regular updates (at least every 20 working days).
4. You will receive a written explanation outlining:
   • Our findings,
   • Any actions taken, and
   • What steps you can take if you’re not satisfied with the outcome.

All complaints are handled confidentially in accordance with the Privacy Act 2020.

If you’re still not satisfied

If you’re not satisfied with our response or wish to raise your concern externally, you can contact:

Health and Disability Commissioner (HDC)
Freephone: 0800 11 22 33
Website: www.hdc.org.nz

Our commitment

We use feedback and complaints as opportunities to learn and improve. Where appropriate, we share learnings with our teams to strengthen our services and prevent similar issues in the future.