How to make a complaint

What counts as a complaint

A complaint is any expression of dissatisfaction from a client, family member, or member of the community about an event that has occurred, a system or process in the practice, or a provider of services.

Complaints may be:

• Written — letter, email, or text.
• Verbal — telephone or face to face.

A first step

If you feel you can talk directly with the person involved, perhaps with a support person of your own, please do so as a first step. Otherwise, you have a choice about where you lodge the complaint.

Where you can lodge a complaint

You may lodge a complaint with us using the guidelines below. If the complaint concerns your counsellor or provider, you may also choose to lodge it with us (Visser & Associates), ACC, or the professional body they belong to. That can include, but is not limited to, ANZASW, NZAC, the Psychologists Board, and the Health and Disability Commissioner.

The full complaints policy explains how we manage complaints once they are received.

What to include

These areas are not compulsory, but they can help with resolution. The information can be given verbally or in writing.

• Your name.
• Some way of contacting you.
• The name of the person or service you are complaining about, and whether you have raised the issue with them.
• What happened, in as much detail as you can: when, where, and who was involved.
• If you did discuss this with the person concerned, what the outcome was.
• Any relevant documents, if appropriate.
• Why you are making the complaint, including how pursuing it could make things better for you, and what you want to see as the outcome.
• Whether you have already made this complaint to any other place or person.

Who to contact

Direct complaints to Martin Visser, Complaints Officer, Visser & Associates.

• Phone: 021 065 0065
• Email: martin@visser.net.nz
• Address: 79 Bealey Ave, Christchurch 8013