Complaints Handling Policy

What this covers

This policy covers any concern about Kanika sessions, trainings, memberships, events, products, payments, privacy, or the conduct of Corrie or any Kanika practitioner or trainee practitioner. It reflects Right 10 of the Code of Health and Disability Services Consumers' Rights, your right to complain and to have that complaint taken seriously.

Start with a conversation

Many concerns resolve quickly with an honest conversation. If you feel able, raise it directly with the person involved. If that does not feel safe or right, come straight to us. You never need to resolve it yourself first.

How to make a complaint

Email [email protected] with:

• your name and how you would like us to contact you
• what happened, when, and who was involved
• how it affected you
• what you would like to happen now

You can make a complaint verbally if you prefer, and we will put it in writing with you. You are welcome to have a support person or an advocate with you at any stage.

What happens next

1. Acknowledgement: we acknowledge your complaint in writing within 5 working days and tell you about the free advocacy service and your right to go to the Health and Disability Commissioner.
2. Listening: we gather the facts, which may include speaking with you and anyone else involved. Everyone involved is given a fair opportunity to respond.
3. Decision: within 10 working days of acknowledging your complaint, we tell you whether we accept it or need more time. If we need longer than 20 working days, we explain why and update you at least every 20 working days.
4. Outcome: we tell you in writing what we found, the reasons, and what we will do. This may include an apology, a refund or credit, a further session with a different practitioner, a change to how we work, or action with the practitioner involved.

Complaints about a Kanika practitioner

Practitioners listed in the Kanika directory hold a paid membership and agree to our Professional Conduct Policy. You can raise a concern with the practitioner, with us, or both. We will look into whether our standards were met and may require further training, supervision, suspension or removal from the directory. Where a practitioner runs their own independent business, their own terms and complaints process also apply.

Confidentiality and records

Your complaint is shared only with those who need to know to resolve it. We keep a secure record of each complaint and its outcome so we can learn from it, in line with our Privacy and Data Protection Policy.

If you are not satisfied

You can seek independent help at any time, before, during or after our process:

If you live outside New Zealand, your local consumer or health complaints body may also be able to help.