Rights / Responsibilities / Complaints / Disputes

YOUR RIGHTS:
1. You have the right to be treated with dignity and respect.
2. Your cultural and personal background, beliefs and values will be taken into account during any contact with Te Tohu o Te Ora o Ngāti Awa.
3. You will be informed of your rights and responsibilities in respect of any of the services offered by Te Tohu o Te Ora o Ngāti Awa before you agree to take part.
4. You have the right to be involved in and informed at all stages during your use of the service requested. You have the right to access all the information about your contact with Te Tohu o Te Ora o Ngāti Awa and to know how that information will be used. This includes copies of any written material sent or received on your behalf.
5. You are entitled to receive information in a form that you can understand.
6. You will decide who will or will not be present when you use our service and who will or will not be contacted by Te Tohu o Te Ora o Ngāti Awa, for example, your family/whanau, friends, caregivers or an advocate.
7. Your privacy and confidentiality will be respected at all times.
8. You can refuse to have or to withdraw from any of the services offered at any time.
9. You have the right to raise any concerns you have about the services and have them dealt with promptly.
If you are unhappy with any aspect of the service there are a number of things you can do, including using the services of an advocate. The range of actions you might take include:
(a) talking to the staff member about it;
(b) talking to a Te Tohu o Te Ora o Ngāti Awa Manager;
(c) using the complaint system of Te Tohu o Te Ora o Ngāti Awa;
(d) use the services of the associate, Health Consumers Services.
If you choose to make a complaint, you will be asked to complete a complaints form. This will be actioned and an investigation undertaken. The outcome of that investigation will be shared with you in a face to face meeting.
In any situation where the complaint involves an allegation of abuse against a staff member or caregiver, and there is concern about a child or young person’s safety, a referral will be immediately made under section 15 of the Oranga Tamariki Act.
If the service does not respond to your satisfaction, you can approach the Nationwide Health & Disability Advocacy Service, the Health & Disability Commissioner, the Ombudsman, or the Privacy Commissioner. You are entitled to receive good service, and will not be penalised in any way if you choose to take any of these actions.
If you want an advocate to act on your behalf that is up to you, but you may have to meet any costs yourself. If for some reason it is essential to use the services of an advocate, then it is possible that the Ministry of Health, Te Whatu Ora (Health New Zealand) or Oranga Tamariki may meet some of the costs, depending on your personal circumstances.

YOUR RESPONSIBILITIES:
10. It is your responsibility to let Te Tohu o Te Ora o Ngāti Awa or the staff member of the service you are accessing, know if you are unable to keep an appointment.
11. You must provide full and accurate information so that the best possible result can be achieved from accessing the service of your choice.
12. It is your responsibility to inform Te Tohu o Te Ora o Ngāti Awa of any change in your circumstances that could affect the results you may desire.

DISPUTES, REVIEWS AND COMPLAINTS:
13. Te Tohu o Te Ora o Ngāti Awa has established procedures to assist in dealing with any concern you may have with the service provided or the collection and use of personal information. These procedures will be conducted in a manner that respects the dignity and independence of the person, their family/whanau and caregivers. Te Tohu o Te Ora o Ngāti Awa will ensure that the procedures are culturally safe. They will be freely accessible and based on good communication, which is honest and open, so that the service user feels able to express concerns or varying views as they arise.

DISPUTES
14. In the event of any dispute or difference arising from accessing Te Tohu o Te Ora o Ngāti Awa, you will be able to discuss the dispute or difference between the parties involved to endeavour to settle the dispute or difference by agreement between them. If the dispute or difference is not settled by agreement then a review can be requested.

REVIEWS
15. A review is a system whereby your concerns can be further considered. You are able to:
(e) request the services of an Advocate;
(f) request a review of your concerns by the Te Tohu o Te Ora o Ngāti Awa Services Manager,
(g) use the Complaints system of Te Tohu o Te Ora o Ngāti Awa,
(h) utilise the services of the Health Consumer service.
You will receive assistance from Te Tohu o Te Ora o Ngāti Awa on how to go about lodging your dispute or review.

COMPLAINTS
16. Your complaint will be heard by an independent Arbitrator who you will be able to choose from a list of people so that you can select someone acceptable.
(i) you or your whanau will be free to raise and have resolved any complaints or disputes you have regarding the organisation or the service accessed
(j) the procedure will allow for the participation of your Advocate and/or your whanau
(k) you can ask for assistance from Te Tohu o Te Ora o Ngāti Awa
(l) progress towards resolution of each complaint or dispute is reviewed within an agreed time frame.
(m) you will be notified of the outcome of your complaint in a face to face interview. Should you still remain concerned that a resolution has not been reached you may wish to appeal.