Your rights
Everyone using a health or disability service in New Zealand is protected by the Code of Health and Disability Services Consumers' Rights. These ten rights apply to everything we do, automatically and always — they are the law, not a courtesy. In plain language:
- 1
To be treated with respect
Including respect for your privacy, and for your culture, values, and beliefs.
- 2
To freedom from discrimination, coercion, harassment, and exploitation
Care is never conditional on anything other than what is clinically right for you.
- 3
To dignity and independence
Services support your independence rather than creating dependence on them.
- 4
To services of an appropriate standard
Care that complies with legal, professional, ethical, and other relevant standards, provided with reasonable care and skill.
- 5
To effective communication
Information in a form, language, and manner you can understand, with an interpreter where practicable if you need one.
- 6
To be fully informed
An honest and accurate explanation of your condition, the options available, expected risks, side effects, benefits, and costs — and answers to your questions.
- 7
To make an informed choice and give informed consent
Services may only be provided if you make an informed choice and give informed consent, except where the law provides otherwise. You can change your mind.
- 8
To support
You may have a support person of your choice with you, in most circumstances.
- 9
Rights in respect of teaching or research
All these rights also apply when you are asked to take part in teaching or research, and participation always requires your informed consent.
- 10
To complain
You have the right to complain about a service, in any form, and to have your complaint taken seriously — it will not affect your care.
If something isn't right
Tell us first, if you feel able to. We take every concern seriously, and raising one will never affect your care. Email hello@braided.nz and we will acknowledge your complaint promptly, look into it properly, and tell you what we found and what we are changing.
Free, independent support is available at any point. The Nationwide Health & Disability Advocacy Service can help you raise a concern or make a complaint — free call 0800 555 050 or visit advocacy.org.nz. You do not need to talk to us first.
You can also go directly to the Health and Disability Commissioner — free call 0800 11 22 33 or visit hdc.org.nz.
For concerns about how we handle your information, see our privacy statement or contact the Office of the Privacy Commissioner at privacy.org.nz.
A complaint is not a crisis pathway. If someone is at immediate risk, call 111. To talk with someone now, free call or text 1737.