Your privacy.
Your voice. Your rights.

Privacy notice

We are committed to protecting the privacy, confidentiality and security of your personal information. As a health service provider, we may collect and hold personal information about you, including health information, to provide safe, effective and client-centred services.

We manage personal information in accordance with the Privacy Act 2020, the Health Information Privacy Code 2020, relevant ACC privacy requirements and other applicable legislation.

How we protect your information

We take reasonable steps to protect your personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction. This includes appropriate safeguards for:

• paper and hard-copy records
• electronic and digital information
• devices used to store or access information
• cloud-based systems and backups
• other systems used to manage confidential information.

Your right to access your information

You have the right to request access to personal information we hold about you, subject to the requirements and exceptions of applicable privacy law.

Health & disability rights

The Health and Disability Commissioner provides information about your rights when using health and disability services in New Zealand, including accessible resources.

• Your rights and what to do if you have concerns — HDC
• Disability rights information — HDC

Concerns & complaints

We want every kiritaki to feel safe to speak up. This process is fair, transparent and accessible, and follows the Health and Disability Services (Safety) Standards 2021, the Code of Rights under the Health and Disability Commissioner Act 1994, and the ACC Sensitive Claims Service Schedule.

Our commitment to you

• You will be treated with respect and dignity.
• You are encouraged to speak openly about any concern or dissatisfaction.
• Every complaint is taken seriously and responded to respectfully, promptly and without retaliation.
• You will be supported to access advocacy and culturally appropriate support throughout.

How to raise a concern

1. Talk to us. Raise it verbally with your named service provider and/or the service provider.
2. Put it in writing. Send an email or letter to your named service provider and/or the service provider.
3. Write to the company. Send an email or letter addressed to 701 Begin Again Ltd.

What happens next

1. Acknowledgement within 5 working days

   We will acknowledge your complaint in writing.

2. Resolution

   Your named service provider or service provider will support you to address the complaint.

3. Escalation

   If it is not resolved, you can escalate it to Company Management in writing (email or letter). The steps above are repeated with the involvement of the Senior Manager.

4. Outcome within 20 working days

   You will receive a written response explaining the outcome, or a status update if the matter is still under review.

5. Documentation

   All complaints and outcomes are recorded, stored securely and reviewed as part of continuous quality improvement.

If you're not satisfied

If you are not satisfied with the outcome, you are entitled to escalate your complaint. You can:

• request a review by the Director of the company, or
• contact the Health and Disability Commissioner (HDC) — phone 0800 11 22 33 or visit www.hdc.org.nz.

Support and advocacy

You have the right to access independent support, advocacy or cultural guidance throughout the process. We are committed to making sure you feel safe to raise concerns without fear of negative consequences.

Continuous improvement

All complaints are reviewed through our quality and risk management systems to identify patterns, improve our services and ensure ongoing compliance with the Health and Disability Services (Safety) Standards 2021.

Independent information

• Making a health or disability complaint — HDC
• Privacy complaints process — Office of the Privacy Commissioner

These links lead to independent organisations. External websites have their own privacy policies.