Complaint Process

As a patient, you have the right to expect a high standard of Plastic and Reconstructive Surgery care. From time to time, concerns or complaints may arise. Before making a complaint consider discussing your concerns with with your Specialist Plastic and Reconstructive Surgeon. Together, you may be able to find a solution. However, if this is not possible and you would like to make a formal complaint, the Office of the Health and Disability Commissioner can offer you further assistance.

Patients have rights as consumers of health and disability services provided by doctors and other health professionals in public and private services, for paid and unpaid services, within hospitals and within private practices. The Code of Rights is law under the Health and Disability Act 1994 (the HDC Act).

Complaints can be made to the Health and Disability Commissioner (HDC) or the Medical Council (MCNZ).  Please see below for contact details for HDC and MCNZ.

An HDC advocate may be able to assist you.  Complaints made to an advocate that remain unresolved after advocacy assistance must be referred to the HDC, and the Medical Council must refer all patient care complaints about doctors to the HDC. The HDC is responsible for ensuring that each complaint about health care and disability services providers is dealt with appropriately. The Health Practitioners Disciplinary Tribunal determines any disciplinary action to be brought against doctors and other health practitioners.

Medical Council of New Zealand (MCNZ)
Patients can contact MCNZ at:

Phone: 0800 286 801
Fax: (04) 4947901
Website: http://www.mcnz.org.nz
Email: complaints@mcnz.org.nz

Medical Council of New Zealand – Making a complaint guide

Health and Disability Commissioner
Health and Disability Commissioner (HDC) contact details:

Phone: 0800 11 22 33
Fax: (04) 4947901
Website: http://www.hdc.org.nz
Email: hdc@hdc.org.nz
Address: PO Box 11934, Manners St, Wellington