Tell us what you think.

Ora Toa welcomes feedback, compliments and complaints. Your feedback gives us an opportunity to improve our services. See our brochure.

Our online form is available and should be used to:

  • send us your feedback

  • compliment us or our staff

  • make a formal complaint

Fill in the online form here or email us at complaints@oratoa.co.nz or feedback@oratoa.co.nz

  • You can complain about any service or support that Ora Toa PHO provides, or about a breach of your rights such as:

    • Respect and Privacy

    • Fair Treatment

    • Dignitiy and Independence

    • Effective Communication

    • Information

    • Choice and Consent

    • Support

    • Rights during Teaching and Research

    • Your complaints taken seriously

  • Anyone can make a complaint about the care or service they have received.

    Complaints can also be made by another person on your behalf, such as a relative, friend, parent or welfare guardian, rest home or GP.

    We may need consent to respond to complaints about someone else.

    • Their consent for the complaint to progress

    • Their contact details - please provide their email address and phone number or another way if they don’t have either of these

    • If appropriate - an activated Enduring Power of Attorney or welfare guardian documentation

    If you would like to make a complaint but don’t know where to start, you can:

    • Contact the specific health service directly for advice

    • See our Complaints brochure

    • Fill in the online form

    • Contact a consumer advocate (Nationwide Health & Disability Advocacy Service) on 0800 555 050, 8.30am to 5pm Monday to Friday (they provide a confidential and free service)

  • All complaints are treated confidentially. Please know that making a complaint will not adversely affect the care you receive. Your complaint will only be discussed with the people directly involved.

    Your complaint will be acknowledged within 5 working days. In most cases the complaint will be referred to the manager of the area to be resolved directly with you.

    We aim to respond to all complaints within 20 working days. If we are unable to respond in that timeframe we will advise you and let you know the reason and an expected completion timeframe. If your complaint is complex or requires additional investigation we will keep you updated on a monthly basis until it is resolved.

    We take all complaints seriously. Accepting and resolving complaints gives us the opportunity to improve the services we provide. Your complaint may prevent the same issue affecting someone else in the future.