Complaints and Feedback

At FRAME Osteopathy, we are committed to providing safe, respectful, and high-quality care. We value feedback and take any concerns seriously. If something has not met your expectations, we want to hear from you so we can address the issue promptly and fairly.

How to Make a Complaint

You can raise a concern or complaint in any of the following ways:

  • Speak directly with your practitioner, or

  • Contact our clinic by:

    Email:admin@frameosteo.co.nz

    Phone: 03 599 9143 (after hours and urgent concerns - 0272077711)

    In writing to: 229 Fitzgerald Ave, Christchurch, 8011

If you prefer, you may ask someone to raise a concern on your behalf.

What Happens Next

  1. Acknowledgement
    We will acknowledge receipt of your complaint within 5 working days.

  2. Review
    Your concern will be reviewed carefully and fairly. We may contact you to better understand what happened and what outcome you are seeking.

  3. Investigation
    Where required, we will speak with the practitioner involved and review relevant clinical information.

  4. Response
    We aim to provide a written response within 10–20 working days, depending on the complexity of the matter.

  5. Resolution
    We will work with you to reach an appropriate and respectful resolution wherever possible. In some cases we will refer to the Osteopathic Counci of New Zealandfor independant review.

Confidentiality & Fairness

All complaints are handled confidentially and respectfully. Raising a concern will not affect your right to ongoing care.

If You Are Not Satisfied

If you are unhappy with our response, you may contact the:

Health and Disability Commissioner (HDC)
Website: https://www.hdc.org.nz
Freephone: 0800 11 22 33

You may also contact the Osteopathic Council of New Zealand if your concern relates to professional conduct.

We welcome feedback. If you have concerns about your care, please contact us so we can work towards a resolution.