Consumer Rights Policy and Procedures Templates

The policy and procedure documents held in this section of the Policy and Procedure Library relate to consumer rights during service delivery.

Templates - Consumer Rights

The following Policy and Procedure Templates are available for NGO Mental Health and Addiction Providers and other organisations to download and modify to suit their own service requirements. 

• Abuse and Neglect
• Advocacy and Support
• Communication
• Complaints Management
• Consumer Rights during Service Delivery
• Discrimination Coercion and Exploitation
• Good Practice
• Independence, Personal Privacy, Dignity and Respect
• Informed Consent
• Interpreter Services
• Links with Family/Whanau and Other Community Resources
• Maori Health Policy and Processes
• Open Disclosure
• Recognition of Maori Values and Beliefs
• Recognition of Pacific Values and Beliefs
• Recognition and Respect of Individual’s Culture, Values and Belief
• Visits
• Visitors
• Vulnerable Children 

Additional Resources - Consumer Rights

The following resources are related to the Consumer Rights Policy and Procedure Templates:

• Complaint Results Form
• Complaints Acknowledgement Form
• Safety Checking Employer Endorsement
• Verification of Indemnity Form

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About Consumer Rights

Consumer rights during service delivery are listed within the New Zealand Standards (8134.1.12008) Health and Disability Service (Core) Standards. The Standards intended outcome is that service users receive safe services of an appropriate standard that comply with consumer rights legislation. The Standards have been developed to ensure services:

• are provided in a manner that is respectful of consumer rights,
• facilitate informed choice,
• minimise harm, and
• acknowledge cultural and individual values and beliefs.

Please note: While every effort is made to keep the policy and procedure templates and related information on this website up to date, organisations themselves must ensure all policies and procedures implemented within their respective organisation comply with all legislative and contract requirements.