Your Rights & Complaints

Last reviewed: September 2026

When you receive health or disability services in New Zealand, you have rights under the Code of Health and Disability Services Consumers’ Rights. These include being treated with respect, receiving services of an appropriate standard, receiving information in a way you understand, making informed choices, having support, and making a complaint.

Raising a concern with us

If you have a concern or complaint about a service you received from Taiwhenua Pharmacy, you can tell us in person, by phone, by email or in writing. You can have a support person or an independent advocate help you.

How we handle complaints

We aim to resolve concerns fairly, simply, speedily and efficiently. We will:

• acknowledge your complaint in writing within 5 working days, unless it has already been resolved to your satisfaction within that period;
• within 10 working days after that acknowledgement, decide whether the complaint is accepted as justified, is not accepted as justified, or whether more time is needed to investigate;
• tell you and explain why if more than 20 additional working days will be needed;
• keep you informed of progress at intervals of no more than one month while the complaint remains open; and
• after a decision, explain the reasons, any action we propose to take, and any internal appeal procedure we have in place.

We document complaints and the actions taken in response. You can ask for information held by us that is or may be relevant to your complaint.

Independent help

The Nationwide Health & Disability Advocacy Service is free and independent. An advocate can help you understand your options and raise a concern. Call 0800 555 050.

You can also contact the Health and Disability Commissioner on 0800 11 22 33. HDC promotes and protects the rights of people using health and disability services.

For concerns about a pharmacist’s professional conduct, fitness to practise or health, you can also raise a concern with the Pharmacy Council. This does not replace the HDC complaints process for a health service concern.

Privacy complaints

For a concern about personal or health information, contact us first or read our Privacy & Cookies statement. You can also contact the Office of the Privacy Commissioner.