Mauri Ora—Student Health and Counselling complaints

How to give feedback, raise concerns, or make complaints about Mauri Ora—Student Health and Counselling.

Making a complaint about a service received

If you want to make a complaint about a service received through Mauri Ora—Student Health and Counselling, it is recommended that you initially contact Mauri Ora directly by emailing mauriora@vuw.ac.nz. The options available for you will depend on the nature of your complaint.

If you do not feel comfortable doing this on your own, you can ask a friend or whānau to support you in this process or contact one of the following advocacy services:

Your complaint will be responded to in accordance with the complaints process set out below.

Our complaints policy

Suggestions and comments

Mauri Ora would like to hear your comments and suggestions about any aspects of our service. You are welcome to write a comment to mauriora@vuw.ac.nz.

Concerns and complaints

If you are not satisfied with any aspect of our service, you are encouraged to follow any of these options:

  • Discuss your concerns with the staff member concerned or write them a letter setting out the issues.
  • Contact mauriora@vuw.ac.nz.
  • Raise your concerns with the Complaints Officer by phone 04 463 5308, in person, or in writing mauriora@vuw.ac.nz to which your written concern will be escalated to the appropriate person.

Complaint forms are available from all Mauri Ora reception areas, and further information is available on our website.

What you can expect after making a complaint

If you make a complaint to us, we will:

  • Let you know in writing within five working days that we have received your complaint unless it has been resolved to your satisfaction within that time.
  • Let you know within ten working days whether we feel your complaint is justified. If we need more time to investigate your complaint, we will advise you of this and why more time is needed.

Once we have decided regarding the acceptance or otherwise of your complaint we will:

For complaints that take some time to fully resolve we will advise you about the progress of your complaint each month.

At your request, we will provide you with all the information that the Mauri Ora holds that is or may be relevant to your complaint.

If your complaint cannot be resolved or if you are still not satisfied after having an explanation or response from the staff member concerned or from the Complaints Officer, you can contact – the Director, Te Pūrengi – Student Experience and Wellbeing: kirsty.mcclure@vuw.ac.nz

Further still you can contact the Health and Disability Commission on 0800 555 050 for independent advocacy and enquiries into your Rights as a patient.

Who manages the complaints at Mauri Ora

All complaints at Mauri Ora are managed by the Business Manager, or their delegate. It is the Complaints Officer’s responsibility to coordinate and oversee the handling of each complaint received and ensure that the complaints procedure is followed correctly.

In all cases your complaint will be handled with respect and absolute confidentiality and responded to appropriately.

Formal complaints under University policy on staff conduct

Where your complaint involves conduct which you think is a breach of the University’s Staff Conduct Policy, consult the policy or contact the Student Interests and Dispute Resolution Advisor by emailing studentinterest@vuw.ac.nz or calling 463 5023.

If you are not satisfied with the way your concerns are addressed and resolved by the above steps, you can make a formal complaint to the Health and Disability Commissioner as per the Health and Disability Commission leaflet available from any reception area at Mauri Ora.

Related policies