STIEF Complaints Policy

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We, at the Sexually Transmitted Infections Education Foundation (STIEF), work hard to provide a high quality service to our consumers but sometimes things can go wrong. If this happens, we want to put things right as soon as possible and to learn from the experience to make sure that the same thing doesn't happen again. This is why we encourage you to tell us about your experience.

The code of Health and Disability Services Consumers' Rights states that consumers have the right to complain.

How do I make a complaint about a STIEF member?

Ideally, you should contact us with your concern or complaint as soon as possible; this will make it easier for everyone to remember what happened. For any complaints relating to provision of service by a STIEF member (staff/contractor/trustee), please make your complaint in writing via email or post to:

Sexually Transmitted Infections Education Foundation
PO Box 2437
Auckland
Email: [email protected] or [email protected]

How will my complaint be managed?

We will send you a letter or email to acknowledge your written complaint within 5 working days of receipt. We will do our best to give you a full reply as quickly as possible and no later than 20 days following receipt of the initial complaint. 

Your complaint will be confidential and will be managed sensitively and fairly and does not in any way affect your continued access to our services.

Can I have an advocate to support me in the complaint process?

Yes, it is your right to have an advocate, including to support the resolution of any complaint. Please ask us if you want to know more about this option. 

What if I am unhappy with the outcome of the complaint?

If you are unhappy with the way in which we dealt with your complaint, you can contact the Health and Disability Commissioner on 0800 11 12 13 or complete the online form on the Health and Disability Commissioner's website, https://www.hdc.org.nz/.

You can also contact the Consumer Feedback Team at Te Whatu Ora, as we are contracted by them to provide these services. You can contact them on 09 375 7048 or [email protected]. The STIEF Provider Number is P031ABTN and the Contract Number is C818.

What if I want to complain about a doctor or nurse I saw?

STIEF is not a clinical service provider. If you want to make a complaint about a doctor or nurse that you saw for a sexual health check you can direct the complaint as below:

1. Through the complaints process of the doctor or nurse's clinic.
2. You can alternatively refer the complaint to the Health and Disability Commissioner at the details listed above.