Your rights
As a Plunket client you have certain rights. All these rights apply to you and your child when you use Plunket services.
You have the right to:
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- receive professional care from skilled Plunket staff - the services provided should reflect your assessed and agreed needs within Plunket’s Well Child contract
- be treated with respect including respect for your culture, values, beliefs and customs
- privacy and confidentiality
- participate in healthcare decisions which support you and your family to lead a healthy, independent life
- know how your information is being stored and used, and with whom it may be shared
- view and correct any information we hold about you or your child - specific / limited restrictions may apply according to the Privacy Act 29 (1a)
- know about the services that Plunket provides
- ask any questions so that you can be fully informed
- be listened to and understood and receive information in whatever way you need - when necessary and practicable, an interpreter should be available
- refuse any care offered to you, and you can change your mind at any time
- have someone with you to give you support
- make a complaint about Whānau Āwhina Plunket services
Making a complaint
We welcome your feedback about your experience. Anyone can make a complaint about the care or service they have received. You can also ask another person to make a complaint on your behalf, such as a relative, friend, parent, welfare guardian or advocate (see below).
If you have a complaint, we encourage you to raise your concerns as soon as possible. You can discuss it with a Plunket staff member, ask to speak with their manager, or contact us via our website contact form. You can also email feedback@plunket.org.nz or phone 0800 184 803 to make a complaint.
We aim to acknowledge all complaints within two working days and will advise you of the expected timeline for investigation and a formal response (within 10 working days).
Support and advocacy
If you require further support, you can contact Nationwide Advocacy Services by phoning 0800 555 050, or emailing advocacy@hdc.org.nz.
You are also able to contact the Health and Disability Commissioner about your complaint if you wish, by phoning 0800 11 22 33, or emailing hdc@hdc.org.nz.
