We view every piece of feedback as an expression of trust. Whether appreciation, a suggestion, or a concern — your perspective helps us care better.
At Aurum Health, we view feedback as an invaluable expression of trust. When you share your experience — whether a moment that moved you, an idea for improvement, or a concern you need to raise — you help us refine and strengthen the care we provide.
We welcome every kind of reflection, and we commit to receiving it with warmth and genuine respect. This page explains how to share your thoughts, what you can expect from us in return, and the rights you hold throughout that process.
There is no feedback too small to share. We welcome all of the following:
"Feedback is not a transaction — it is part of the relationship. When you speak openly with us, you strengthen the care we can provide to you and to everyone who trusts us with their health."Aurum Elite
You are always welcome to speak openly with us. This right is also protected by the Code of Health and Disability Services Consumers’ Rights (the HDC Code), which applies to all healthcare providers in New Zealand.
You may choose to share your feedback directly with us, or you may prefer to engage with an independent advocate or the Health and Disability Commissioner — you do not need our permission or involvement to do so.
The Nationwide Health and Disability Advocacy Service provides free, independent support if you would prefer to speak with someone outside of Aurum. Advocates can help you understand your rights, work through a concern, or make a complaint on your behalf.
Phone: 0800 555 050 · www.advocacy.org.nz
If you wish to make a formal complaint about your care, or if you feel your rights under the HDC Code have not been upheld, you may contact the Health and Disability Commissioner directly and independently of Aurum at any time.
More information is available at www.hdc.org.nz
Share your reflections in the way that feels most comfortable to you. Your Relationship Manager is always a good starting point — they know your history with us and can ensure your feedback reaches the right people promptly.
You are also welcome to contact us directly:
If you would prefer independent support when sharing your feedback, the Nationwide Health and Disability Advocacy Service is available free of charge on 0800 555 050 or at www.advocacy.org.nz.
We will acknowledge your message within 5 working days and handle it with care and discretion throughout. You can expect honest communication and clear updates as we consider your feedback.
We will review your feedback thoughtfully, and we may invite you to share more — to ensure we fully understand your experience before we respond. We approach this conversation as an opportunity to improve, not as a process to manage.
Depending on what you have shared, we may acknowledge appreciation and pass it to the relevant team member, offer a clarification or explanation, or make a change to how we do things. Where action is taken, we will let you know.
All feedback is handled with complete discretion. Your privacy is protected throughout, in accordance with our Privacy Policy and the New Zealand Privacy Act 2020.
If our response does not resolve your concern, or if you feel your feedback has not been handled appropriately, you are always free to escalate — independently, and without any requirement to involve Aurum.
You can contact the Health and Disability Commissioner at any time: call 0800 11 22 33 or visit www.hdc.org.nz. The HDC is independent of Aurum and your right to contact them is unconditional.
We genuinely hope it never comes to that. Our commitment is to resolve concerns well before they escalate — through honest conversation, care, and respect for your perspective.
Your Relationship Manager is always the warmest point of contact. Alternatively, reach our team directly — any time, any reason.