Your rights and how to complain
What you are entitled to expect from us, and what to do if something is not right.
Your rights as a patient
Your care with us is covered by the Code of Health and Disability Services Consumers’ Rights. Among other things, the Code gives you the right to be treated with respect and dignity, to services of an appropriate standard, to full information in a form you understand, to make your own informed choice and give informed consent, to have a support person with you, and to complain.
If something is not right
Tell us first. Most things are fixable quickly, especially a device that is uncomfortable or not working as it should — that is a normal part of orthotic care, not a complaint, and adjustments during your review period are not charged for.
Call 07 242 0957 or email contact@kiwiorthotics.co.nz. We will acknowledge within five working days and tell you how we intend to put it right.
If you would rather not come to us
You do not have to raise a concern with us first, and you can ask someone independent to help you at any point.
The Nationwide Health and Disability Advocacy Service is free, independent and confidential. Advocates act on your instructions and can meet you at home. Call 0800 555 050 or visit advocacy.hdc.org.nz.
You can also complain directly to the Health and Disability Commissioner on 0800 11 22 33 or at hdc.org.nz.
If ACC is funding your treatment, you can raise concerns with ACC as well.
Your information
How we collect, use and store your information is set out in our privacy statement.
Kiwi Orthotics Ltd. Last reviewed October 2026.
Orthotic assessment, manufacture and fitting across the Waikato