How to give feedback or make a complaint

The Cosmetic Clinic aims to provide a high-quality, professional service for all clients at all times. However, we acknowledge that sometimes we do not get everything right.  We welcome your feedback and suggestions to help us to improve our service.  We want to know what we are doing well and where we can improve.

Notifying us of a complaint or concern

If you are dissatisfied with the service you have received from us you can contact us verbally or in writing.

If your concern is about a treatment provided at one of our Clinics the best way to resolve the matter may be to discuss the concerns you have with the person who provided you with the treatment or therapy if you feel comfortable doing this.  Concerns can often be resolved this way.

If you do not feel comfortable doing this in the first instance you should contact the Manager or Franchisee at which you received the service. You can do this by:

• Calling us and asking to speak to the Manager or Franchisee
• Writing a letter or email setting out your concerns.
• Making an appointment to discuss your concerns with the Manager or Franchisee

We want to ensure that your feedback or complaint is handled in a manner that is timely, simple and fair.  To help us do this please include the following information:

• Time and date of the incident(s).
• A brief description and relevant details of what occurred that has given rise to your dissatisfaction or complaint.
• Names of persons involved (if possible).

When we receive a complaint

Your complaint will be reviewed in a timely and considerate manner and in accordance with the requirements in the Code of Health and Disability Services Consumers’ Rights, or the Health Information Privacy Code if your complaint is about the privacy of your information.

If your complaint is not resolved to your satisfaction within 5 working days we will acknowledge your complaint in writing and tell you what we are doing to investigate and resolve your complaint.

The decision on your complaint will be made and conveyed to you within 20 working days. If more than 20 working days will be needed to investigate your complaint we will advise you that we need more time to make a decision and provide the reasons why more time is needed. At any time you may ask for a copy of the Cosmetic Clinic’s Complaints Policy.

If you are not satisfied with the outcome of the complaint process followed by the Clinic you can contact us at:

info@thecosmeticclinic.co.nz

In addition to the process set out in this procedure, there are external complaints procedures available to you, including:

• Independent advocates provided under the Health and Disability Commissioner Act 1994.
• The Office of the Health and Disability Commissioner.
• The Office of the Privacy Commissioner.

More information about these options and the Code of Health and Disability Services

Consumers’ Rights can be found at https://www.hdc.org.nz