Consumer Rights

Health Consumer/Patient Rights

Every consumer of health and disability services in Aotearoa New Zealand has a set of rights protected under law. New Zealand has led the world in giving health and disability services consumer rights the force of law. The Code of Health and Disability Services Consumers’ Rights (The Code) came into force on 1 July 1996, two years after the Heath and Disability Commissioner Act (The Act) which established the Office of the Health and Disability Commissioner. As described by the first appointed Health and Disability Commissioner, Robyn Stent, the Act and the Code are “tools” to ensure that health and disability consumer protection in New Zealand does not depend on the changeable priorities of individual providers as it did in the past, but is subject to a consistent and fair standard throughout the health and disability sector.¹The establishment of the Office of the Health and Disability Commissioner, and the passing into law of the Code of Rights, were two of the significant outcomes of the 1988 Cervical Cancer Inquiry, known as the Cartwright Inquiry after the presiding Judge Sylvia Cartwright. The Inquiry, and subsequent report, is credited with leading to a major overhaul of medical practices and health care ethics in Aotearoa New Zealand.

Your Rights

The Code of Health and Disability Services Consumer Rights grants a set of rights to all consumers of health and disability services in New Zealand, and places obligations on the providers of those services.

Your rights when using a health and disability service are:

Right 1: The right to be treated with respect

Right 2: The right to freedom from discrimination, coercion, harassment, and exploitation

Right 3: The right to dignity and independence

Right 4: The right to services of an appropriate standard

Right 5: The right to effective communication

Right 6: The right to be fully informed

Right 7: The right to make an informed choice and give informed consent

Right 8: The right to support

Right 9: To have all these rights apply if you are asked to take part in a research study or teaching session for training staff

Right 10: The right to complain and have your complaint taken seriously

This is a summary of your rights, for the full code see hdc.org.nz »

The Code covers any person or organisation providing a health service to the public whether that service is paid for or not. The Code therefore covers all registered health professionals, such as doctors, nurses, midwives, dentists, as well as alternative practitioners such as naturopaths, homeopaths, acupuncturists, and massage therapists. As well as applying to individual providers, the Code also applies to hospitals and other health and disability institutions. With regard to disability services, it extends to goods, services, and facilities provided to people with disabilities for their care or support, or to promote their independence.Some health and disability services may provide information on consumer responsibilities when using those services however there are no laws regarding consumer responsibilities in Aotearoa New Zealand.

Health and Disability Commissioner

The Health and Disability Commissioner Act created the Office of the Health and Disability Commissioner. The Commissioner was given the role of promoting and protecting the rights of health and disability services consumers, and facilitating the fair, simple, speedy, and efficient resolution of complaints. Alongside a Commissioner, the Act also established a national network of independent advocates, under a Director of Advocacy, and an independent prosecutor, the Director of Proceedings. The complaint mechanisms under the Health and Disability Commissioner Act have become the primary vehicle for dealing with complaints about the quality of health care and disability services in Aotearoa New Zealand.

Concerns about your care?

There are multiple pathways for raising concerns about the care you, or someone else, has received when using a health or disability service in Aotearoa New Zealand.You can raise concerns directly with the provider although this can be challenging and is not always appropriate. For information about self-advocacy see hdc.org.nz »

If you wish to make a complaint about a provider or service you can contact the Office of the Health and Disability Commissioner. You can make your complaint by completing the online form. Once you have made your complaint it will be assigned a Complaints Assessor and your complaint will be put through the complaints process.For more information see hdc.org.nz »

There are Health and Disability Advocates available through the Office of the Health and Disability Commissioner to assist you. The advocacy service can give you more information about your rights when using health and disability services, assist you in making a complaint, or help you find an independent advocate. They can also give you tips on self-advocacy.All District Health Boards have internal pathways for obtaining feedback on services and consumer complaints. See the website for your local District Health Board or locate your District Health Board through the Healthpoint website for more information.If your concerns involve the care provided by a Lead Maternity Carer midwife you can contact the New Zealand College of Midwives’ Resolutions Committee. This is a free service that aims to provide a neutral, accessible, confidential and supportive service that provides a first point of contact for women who wish to discuss concerns or ask questions about their care.You can contact ACC directly if you believe you have suffered an injury as a result of treatment provided.The privacy of your health information is protected under New Zealand law. The rules governing the use, storage and disclosure of your health information are set out in the Health Information Privacy Code. You can contact the Office of the Privacy Commissioner if you are concerned about the privacy of your health information. The Office of the Privacy Commissioner can give you information about making a complaint.If you feel that you have been discriminated against in the course of receiving a health and disability service it may be appropriate to make a complaint to the Human Rights Commission. The prohibited grounds for discrimination as set out in the Human Rights Act are age, colour, disability, employment status, ethical belief, ethnic or national origins, family status, marital status, political opinion, race and racial harassment, religious belief, sex and sexual harassment, and sexual orientation.