My rights & complaints procedure

CareNZ subscribes to the the Health and Disability Commissioner set of clients rights, these include the right to:

  • Respect and privacy
  • Fair treatment
  • Options explained to you clearly
  • Access to all the information you need
  • Support, encouragement and guidance


CareNZ has an established complaints process which we will explain to you when we first meet. You will also find a copy of the Health and Disability Commissioner set of clients rights in our services.

If you have any concerns, we encourage you to raise these in the first instance with your practitioner.

If you don’t feel like you can talk to your practitioner about it then please ask to speak with the manager or another practitioner. Any concerns will be taken seriously and treated confidentially. We are committed to resolving any problems you may raise with us.

You can also go directly to the Health and Disability Commissioner by phoning 0800 112 233 or visiting the HDC website.

Addiction treatment often means being challenged on intrinsic beliefs that you have held true for many years. As with all change, it can be a difficult process.

Frequently asked questions

  • How can I access CareNZ services?
    Access to our services is easy. You can contact us via our online form or call us, write us an email or walk into one of our services.
     
  • Do I need a referral?
    No, you don’t need a referral to access our services – just contact us and we will arrange the rest.
    It is also possible to be referred to us via a GP, healthcare providers, Corrections, other AOD services or social service agencies.
     
  • What does it cost to use CareNZ services?
    Our counselling and group work services are free of charge.
    Charges apply for NZTA services (e.g. re-assessment) and documentation like reports and letters, which are provided on request. Please contact one of our services for more information. 
     
  • What can I expect on my first visit to CareNZ?
    Relax, there’s nothing to worry about. On your first visit, a CareNZ practitioner will talk with you about your situation and what you want to achieve. Once we have a clearer picture, we will help you to find a way forward that works for you.

    You don’t need to commit to anything during the first meeting. Just ask us anything you want to know, and don’t hesitate to talk about your concerns. If you feel that we can help you, a practitioner will set up a plan for you, tailored to your individual needs.
     
  • What if I need help urgently?
    We try to keep the wait times as low as we can and aim to offer you an appointment within 10 days.
    If you are in crisis, please call the Alcohol Drug Helpline: 0800 787 797.