It’s okay to tell us if you’re not happy and why. This helps us to know what we’re doing well and what we need to do differently.

We’re committed to providing the best experience and service to you. If we’ve not met your expectations, we encourage you to let us know so we have the opportunity to review and improve our service. This page sets out your rights, our complaints process and how you can submit a complaint to us.

Your rights

Under the Health and Disability Commissioner’s Code of Rights, every consumer has the right to complain about a health service provider. If you’re not happy with the service you’ve received from us, you or someone who represents you can make a complaint.

You can make your complaint:

  • directly to the individual or individuals who provided services to you,
  • to one of our Service Consultants or Directors,
  • or any other appropriate person, including an independent advocate provided under the Health and Disability Commissioner Act 1994 or the Health and Disability Commissioner.

To learn more about The Code of Rights or how to find an advocate, visit the Health and Disability Commissioner website,

How to make a complaint to us

You have several options for getting your complaint to us. First, try talking with the Focus on Potential clinician or consultant involved. You’re welcome to use a support person, eg friend, family member or advocate.

If talking hasn’t worked, or you don’t like the idea of talking with them:

  • Complete our secure online complaints form, or
  • Request a call from one of our Service Consultants by using our online form, or
  • Contacting our answer service on 07 855 0779, or
  • Write to us:

Complaints, Focus on Potential
PO Box 21077, Rototuna
Hamilton 3256

Information we’ll need about a complaint

To help us sort our your complaint quickly, make sure you give us:

  • Client name
  • If you’re not the client:
    • your name
    • your relationship to the client
  • How we can best contact you
  • Details about the complaint including:
    • what happened
    • where it happened
    • when it happened
    • the circumstances
    • names of people involved
    • how it impacted on you or the person receiving the service
  • The best way we can help you

What happens after submitting your complaint

We’re committed to resolving complaints quickly, fairly, and in confidence.

  • You’ll hear from us within two working days acknowledging receipt of your complaint.
  • One of our team will review your complaint and
    • touch base with you to discuss your complaint, and
    • make enquiries internally to explore what happened.
  • Where possible, we’ll try to find an immediate solution for you.
  • If we’re unable to resolve an issue straight away, we’ll let you know next steps and keep you informed throughout the process.

If you’re unhappy with the outcome of a complaint

If you’re not happy with the outcome of your complaint, you can lodge an appeal by requesting a call from one of the directors through our answer service on 07 855 0779.

If you’re still not happy with the outcome or how we’ve handled your complaint, you can: