Feedback and complaints

Everyone using Get Tested NZ has the protection of the Code of Health and Disability Services Consumers' Rights. If you feel that we're not providing the quality of service you expect, or you feel your rights have been breached, we would like to have the opportunity to work with you to resolve it.

To make a complaint about the service you received from Get Tested NZ, you can call 0508 GET TESTED (0508 438 8378) and ask to speak to a manager, or fill in the online feedback form. 

When you make a complaint, you can expect to hear from us within five working days. We will:

• treat your complaint seriously
• investigate your complaint
• try and resolve the issue quickly and fairly.

If you want to hear back from us, we will:

• tell you what we intend to do and how long it will take (if we cannot resolve it within five working days)
• work with you to resolve the issue
• discuss the outcome with you.

At any time, you can have a support person or advocate to help you make a complaint, or work through a complaint. They can come to meetings or discussions about your complaint, and be involved at every stage of the process.

If you are making a complaint on behalf of another person, we may need to discuss the situation with the individual concerned and get their permission to provide you with a response. We will request proof that you are the individual’s representative. 

This is to protect them from unwarranted disclosure of their health information and to meet our privacy obligations set out in the Privacy Act and the Health Information Privacy Code.

You can contact the Health and Disability Advocacy Service for free independent advice and support.

You can also contact the Health and Disability Commissioner directly for concerns about health and disability services.