Feedback and Complaints
At Aurum Health, feedback plays an important role in maintaining high standards of care as set out in our Scope of Care policy. We welcome all feedback, including concerns and complaints. We approach each matter with care, respect, and attention. Our aim is to listen carefully, respond fairly, and use feedback to support continuous improvement.
We welcome all types of feedback
You are welcome to share any feedback about your experience with Aurum Health, including:
- Appreciation
- Suggestions
- Concerns or complaints
Your right to speak up
You have the right to raise concerns or make a complaint at any time. This right is supported by the Code of Health and Disability Services Consumers’ Rights.
You may choose to speak directly with Aurum Health or seek independent support or raise a concern with an external body.
More information about your rights is available from the Health and Disability Commissioner (HDC)
How to share feedback
You can share feedback in the way that feels most comfortable for you.
Contact details:
Advocacy support:
If you would like independent support, you may also contact the Nationwide Health and Disability Advocacy Service:
What to expect
We will acknowledge your feedback within 5 working days.
Your feedback will be handled with care and discretion. We aim to communicate clearly and keep you informed as we consider the matters raised and review your experience.
Our response
We will review your feedback carefully and may invite you to discuss your perspective further to ensure we fully understand your concerns or insights.
Depending on the nature of the feedback, our response may include:
- Acknowledging and thanking you for your feedback
- Providing clarification or information
- Identifying opportunities for improvement or adjustment
Any actions taken will be considered in line with our responsibilities and governance processes.
If you’re unsatisfied with our response
If you remain concerned after speaking with us, you may contact the Health and Disability Commissioner for independent review or guidance.
You may also wish to read our Client Data Care Policy or visit our FAQs.