Complaints
What do we mean by a complaint?
A complaint is an expression of dissatisfaction or unhappiness related to products or services. It might also be about the complaints-handling process itself. If you are making a complaint, it’s likely that you will want a solution or some further support or information from our team.
How to contact us to make a complaint
If you would like to make a complaint, please call 0800 448 325, send us a message through the contact form on our website, or email us at info@nzblood.co.nz – please be sure to say in your message that you are making a complaint. Your case will be passed on to the local manager for a response.
What response can you expect?
If you are a donor, you will receive an automated email acknowledgement once your complaint is logged in our donor relationship management system. If you are not a donor, the relevant manager will be in touch as soon as possible to acknowledge receipt.
We will allocate your complaint to a local manager who is best able to assist you. They will respond sensitively, treat your complaint as valuable feedback, and support you through the resolution process. We will keep careful records of the complaint and the related correspondence.
NZBS wants to provide the best possible experience, so we will try to resolve your complaint within five working days.
If we can’t resolve your complaint within 5 working days - for example, if we need to do an investigation - we will do our best to have a solution or further information for you within 30 working days.
In some exceptional cases, a resolution may take longer than 30 days. If this happens, we’ll explain why, and will agree the extended time frame with you.
Our aim is to have a fair and transparent process, to respond as quickly as possible, and to maintain your privacy and confidentiality as we work with you to find a resolution.
What are the complaints management regulations for health services?
NZBS complies with the Health and Disability Services (Safety) Act 2001 (The Act) and The Code of Health and Disability Services Consumers’ Rights (1996).
We are required to provide “fair, simple, speedy and efficient resolution of complaints”.