,YR ,"RS #A ,H1L? @& ,4ABIL;Y ,COMMIS.N] ,TE ,TOIHAU ,HAUORA1 ,HAU_ATANGA ,! ,H1L? & ,4ABIL;Y ,COMMIS.N] "<,,HDC"> PROMOTES & PROTECTS P'S "RS Z SET \ 9 ! ,CODE ( ,H1L? & ,4ABIL;Y ,S]VICES ,3SUM]S' ,"RS4 ,? 9CLUDES RESOLV+ COMPLA9TS 9 A FAIR1 "TLY1 & E6ECTIVE WAY4 ,"EY"O US+ A H1L? OR 4ABIL;Y S]VICE HAS ! PROTEC;N ( A ,CODE ( ,"RS4 ,AN 9DEP5D5T ,COMMIS.N] & /AFF PROMOTE & PROTECT ^! "RS "U LAW,-! ,H1L? & ,4ABIL;Y ,COMMIS.N] ,ACT #AIID4 #A ,YR ,"RS A#A ,E P]SON HAS "RS "U ! ,CODE & E PROVID] HAS DUTIES4 ,! PROVID] ( H1L? & 4ABIL;Y S]VICES M/ TELL P AB _! "RS & 5ABLE !M TO 2 US$4 ,! ,CODE ( ,"RS COV]S ALL REGI/]$ PROVID]S " S* Z DOCTORS1 NURSES1 & D5TI/S4 ,X AL COV]S O!R TYPES ( PROVID]1 S* Z ,RONGO_A ,M_AORI1 NATUROPA?S1 HOMEOPA?S1 ACUPUNCTURI/S1 MASSAGE !RAPI/S1 C\NSELLORS & SUPPORT "W]S4 ,YR ,"RS ,"R #A ,RESPECT _4 ,Y %D 2 TR1T$ ) RESPECT1 9CLUD+ RESPECT = YR P]SONAL PRIVACY4 #B ,YR ,"RS B#A _4 ,YR CULTURAL1 RELIGI\S1 SOCIAL & E?NIC NE$S1 VALUES & 2LIEFS %D 2 TAK5 9TO A3.T ,"R #B ,FAIR TR1T;T _4 ,YR AGE1 G5D]1 RACE1 2LIEFS1 M>ITAL OR FAMILY /ATUS1 EMPLOY;T1 SEXUAL ORI5TA;N OR 4ABIL;Y %D N A6ECT YR TR1T;T4 _4 ,S]VICES %D 2 DELIV]$ )\T ANY =M ( =CE1 ?R1T OR H>ASS;T4 ,"R #C ,DIGN;Y & 9DEP5D;E _4 ,YR DIGN;Y & 9DEP5D;E %D 2 RESPECT$ :5 RCVG S]VICES4 ,"R #D ,APPROPRIATE /&>DS _4 ,Y %D EXPECT S]VICES TO3 _4 2 PROVID$ ) R1SONABLE C>E & SKILL #C ,YR ,"RS C#A _4 MEET LEGAL1 E?ICAL1 PR(ES.NAL & O!R RELEVANT /&>DS _4 2 3SI/5T ) YR NE$S _4 M9IMISE POT5TIAL H>M & MAXIMISE YR QUAL;Y ( LIFE _4 ,PROVID]S %D "W TGR TO 5SURE Y H QUAL;Y C>E4 ,"R #E ,E6ECTIVE COMMUNICA;N _4 ,Y %D 2 GIV5 9=MA;N 9 A WAY T HELPS Y TO "U/& X4 _4 ,Y %D 2 ABLE TO REQUE/ A COMPET5T 9T]PRET]1 IF Y NE$ "O & X IS "WABLE TO PROVIDE "O4 _4 ,COMMUNICA;N %D TAKE PLACE 9 A WAY & PLACE T SUPPORTS OP51 H"O/ & E6ECTIVE TWO-WAY 4CUS.N4 #D ,YR ,"RS #B ,"R #F ,9=MA;N _4 ,Y %D ALW 2 GIV53 _4 AN EXPLANA;N ( YR 3DI;N _4 YR AVAILABLE OP;NS1 9CLUD+ ! EXPECT$ RISKS1 SIDE E6ECTS1 B5EFITS & CO/S _4 AN E/IMATE ( :5 Y W RCV A S]VICE _4 ADVICE ( ANY POSSIBLE 9VOLVE;T 9 T1*+ OR RESE>* _4 ! RESULTS ( TE/S OR PROC$URES _4 ! 9=MA;N Y NE$ TO MAKE A DECI.N4 _4 ,Y %D 2 GIV5 H"O/ ANSW]S TO ANY "QS Y H AB S]VICES1 9CLUD+3 _4 ! ID5T;Y OR QUALIFICA;NS ( A PROVID] _4 YR PROVID]'S RECOMM5DA;NS _4 H[ TO GET ANO!R OP9ION #E ,YR ,"RS A#B _4 RESULTS ( RESE>* Y 7 9VOLV$ 9 _4 ,Y H A "R TO REQUE/ & RCV A WRITT5 SUMM>Y ( 9=MA;N4 ,"R #G ,*OICE & 3S5T _4 ,Y %D RCV A S]VICE ONLY :5 Y H MADE AN 9=M$ *OICE & GIV5 YR 9=M$ 3S5T4 _4 ,Y %D 2 3SID]$ COMPET5T TO MAKE *OICES & GIVE 3S5T1 UN.S A PROVID] HAS R1SONABLE GR.DS TO ?9K O!RWISE4 _4 ,IF YR COMPET;E IS R$UC$ "E A *">1 Y %D / MAKE *OICES & GIVE 3S5T AT ! LEVEL ( YR ABIL;Y4 _4 ,IF Y >E UNABLE TO GIVE YR 3S5T "E UNCONSCI\S">1 S]VICES C 2 DELIV]$ B !Y %D 2 9 YR BE/ 9T]E/S4 ,PROVID]S %D F/ TRY TO F9D \ :E!R S]VICES WD 2 3SI/5T ) YR WI%ES1 #F ,YR ,"RS B#B 9CLUD+ TALK+ TO AVAILABLE FAMILY & CLOSE FRS4 _4 ,Y MAY MAKE A DECI.N AB A FUTURE H1L? C>E PROC$URE1 IF ? *OICE IS LEGALLY ALL[$4 _4 ,Y %D 3S5T 9 WRIT+ IF Y AGREE TO 2+ 9VOLV$ 9 RESE>*1 AN EXP]I;TAL PROC$URE1 A G5]AL ANAES!TIC1 OR IF SIGNIFICANT ADV]SE E6ECTS >E POSSIBLE4 _4 ,Y MAY REFUSE S]VICES & )DRAW YR 3S5T4 _4 ,Y MAY ASK TO *ANGE TO ANO!R PROVID] IF ? *ANGE IS PRACTICABLE4 _4 ,Y C DECIDE :E!R YR BODY "PS OR BODILY SUB/.ES MAY 2 US$ OR /OR$4 #G ,YR ,"RS C#B ,"R #H ,SUPPORT _4 ,A SUPPORT P]SON" ( YR *OICE MAY A3OMPANY Y1 Z L;G Z X IS SAFE & X DOES N A6ECT O!R P'S "RS4 ,"R #I ,T1*+ & RESE>* _4 ,ALL ( ^! "RS APPLY IF Y >E GO+ TO 2 9VOLV$ 9 T1*+ OR RESE>*4 ,"R #AJ ,COMPLA9TS TAK5 S]I\SLY _4 ,Y MAY MAKE A COMPLA9T AB A PROVID] 9 ANY =M APPROPRIATE TO Y4 _4 ,PROVID]S M/ TRY TO RESOLVE YR COMPLA9T FAIRLY & Z QKLY Z POSSIBLE4 _4 ,Y %D 2 TOLD ( YR PROVID]'S COMPLA9TS & APP1LS PROC$URE4 #H ,YR ,"RS D#B _4 ,Y %D 2 KEPT 9=M$ AB ! PROGRESS & RESULT ( YR COMPLA9T4 _4 ,Y %D 2 TOLD AB :O C HELP ) YR COMPLA9T1 9CLUD+ ADVOCATES & ! ,H1L? & ,4ABIL;Y ,COMMIS.N]4 ,! FULL ,CODE ( ,"RS IS AVAILABLE "H WWW4HDC4ORG4NZ_/" Y\R-"RS ,D ^! "RS ALW APPLY8 ,"S"TS PROVID]S MAY N 2 ABLE TO MEET ALL ( ^! "RS4 ,H["E1 !Y M/ ALW D :AT !Y R1SONABLY C 9 ! CIRCUM/.ES4 ,"S ( ^! "RS APPLY DI6]5TLY = ASSI/$ DY+ S]VICES "U ! ,5D ( ,LIFE ,*OICE ,ACT #BJAI4 ,"U ,"R #F1 A H1L? PRACTI;N] C GIVE Y 9=MA;N AB ASSI/$ DY+ ONLY IF Y RAISE X ) ! PRACTI;N]4 ,Y >E N #I ,YR ,"RS E#B PRESUM$ TO 2 COMPET5T TO MAKE AN 9=M$ *OICE AB ASSI/$ DY+1 & Y _C MAKE AN ADV.E DIRECTIVE = ASSI/$ DY+4 ,YR DOCTOR DOES N H TO PROVIDE ASSI/$ DY+ S]VICES1 B !Y M/ MAKE SURE T YR C>E 3T9UES4 ,M 9=MA;N IS AVAILABLE "H WWW4HDC4ORG4NZ_/\R-"W_/" ASSI/$-DY+ ----------------------------#C ,:AT C ,I D IF ,I AM UNHAPPY AB ! S]VICE1 OR ,I FEEL MY "RS H N BE5 3SID]$8 ,TO 5SURE YR 3C]NS >E ADDRESS$ PROMPTLY3 _4 TALK TO ! P]SON Y RCVD ! S]VICE F1 OR ! P]SON 9 *>GE,-!Y MAY 2 ABLE TO SORT \ ! PROBLEM #AJ ,YR ,"RS A#C _4 ASK FAMILY1 :_ANAU1 OR FRS TO HELP Y RAISE YR 3C]NS ) ! PROVID] _4 ASK = SUPPORT F AN ADVOCATE F ! ,NA;NWIDE ,H1L? @& ,4ABIL;Y ,ADVOCACY ,S]VICE1 : HAS ADVOCATES F DI6]5T E?NICITIES1 9CLUD+ ,M_AORI4 ,! S]VICE IS FREE1 3FID5TIAL1 & COMPLETELY 9DEP5D5T F ! H1L? & 4ABIL;Y SY/EM & GOV]N;T "<3TACT DETAILS >E ON ! BACK PAGE"> _4 ,RAIS+ A 3C]N OR MAK+ A COMPLA9T %D N A6ECT Y NEGATIVELY4 ,%D ,I MAKE A COMPLA9T8 ,COMPLA9TS HELP TO IMPROVE ! QUAL;Y ( S]VICES4 ,MO/ P :O MAKE A COMPLA9T SAY !Y D N WANT ANY"O ELSE TO H A SIMIL> EXP]I;E4 ,MO/ PROVID]S F9D X HELP;L TO "K AB A #AA ,YR ,"RS B#C P]SON'S 3C]N S !Y C TAKE AC;N TO SORT X \4 ,X MAY 2 HELP;L = Y TO H :AT HAPP5$ TO Y AC"KL$G$ & EXPLA9$4 ,AN APOLOGY MAY AL HELP4 ,Y MAY AL WANT TO HE> H[ ! PROVID] 9T5DS TO IMPROVE _! S]VICE4 ,H[ D ,I MAKE A COMPLA9T8 ,Y C MAKE A COMPLA9T 9 ! WAY T IS EASIE/ = Y,-V]BALLY "<9 P]SON OR BY TELEPH"O">1 9 WRIT+ "1 OR US+ ! COMPLA9T =M ON ! ,H1L? & ,4ABIL;Y ,COMMIS.N] WEBSITE4 ,Y C COMPLA9 TO3 _4 ! P]SON OR P 9VOLV$ 9 YR 3C]NS _4 A P]SON 9 ! ORGANISA;N RESPONSIBLE = RCVG COMPLA9TS " #AB ,YR ,"RS C#C _4 A H1L? & 4ABIL;Y ADVOCATE _4 ! ,H1L? & ,4ABIL;Y ,COMMIS.N]4 ,:AT HAPP5S IF ,I MAKE A COMPLA9T,-TO ! PROVID]8 ,PROVID]S M/ LI/5 TO YR 3C]NS & KEEP Y 9=M$ AB _! PROCESS & :AT IS HAPP5+ ) YR COMPLA9T4 ,Y C EXPECT YR COMPLA9T TO 2 D1LT ) PROMPTLY1 & ANY DECI.NS OR AC;NS TO 2 EXPLA9$4 ,? IS ! FA/E/ WAY TO D1L ) COMPLA9TS4 ,:AT HAPP5S IF ,I MAKE A COMPLA9T,-TO A H1L? & 4ABIL;Y ADVOCATE8 ,AN ADVOCATE W LI/5 TO YR 3C]NS & EXPLA9 :AT OP;NS Y H4 ,ADVOCATES >E ON YR SIDE & W SUPPORT Y 9 *OOS+ :AT AC;N TO TAKE4 #AC ,YR ,"RS D#C ,:AT HAPP5S IF ,I MAKE A COMPLA9T,-TO ! ,H1L? & ,4ABIL;Y ,COMMIS.N]8 ,! ,COMMIS.N] LOOKS AT EA* COMPLA9T & DECIDES :E!R TO TAKE FUR!R AC;N4 ,! ,COMMIS.N] MAY !N3 _4 S5D YR COMPLA9T TO A H1L? & 4ABIL;Y ADVOCATE S !Y C HELP Y2 OR _4 S5D ! COMPLA9T TO ! PROVID] TO SORT \2 OR _4 REF] ! COMPLA9T TO ANO!R AG5CY1 S* Z ! ,M9I/RY ( ,H1L?1 A H1L? PRACTI;N] REGI/RA;N AU?OR;Y1 ! ,PRIVACY ,COMMIS.N]1 OR A ,M5TAL ,H1L? ,4TRICT ,9SPECTOR2 OR _4 C>RY \ A =MAL 9VE/IGA;N4 #AD ,YR ,"RS #D ,ONLY A SMALL NUMB] ( COMPLA9TS NE$ A =MAL 9VE/IGA;N4 ,? C TAKE "S "T1 Z ! ,COMMIS.N] IS UNBIAS$ & HAS TO HE> F "EY"O 9VOLV$ 9 ! COMPLA9T4 ,N ALL COMPLA9TS >E F.D TO H A MAJOR ISSUE RELAT$ TO YR "RS4 ,"S"TS A CLE> \TCOME IS N POSSIBLE1 & NO FUR!R AC;N IS TAK54 ,Y C EXPECT REGUL> COMMUNICA;N F ! ,COMMIS.N]'S (FICE UNTIL A F9AL DECI.N IS MADE4 ,Y C AL EXPECT AN EXPLANA;N AB H[ ! ,COMMIS.N] HAS DECID$ TO D1L ) YR COMPLA9T1 & ! ,COMMIS.N]'S F9AL DECI.N4 #AE ,YR ,"RS A#D ,W ! PROVID] 2 4CIPL9$ IF "! 0 A MAJOR ISSUE 3C]N+ MY "RS8 ,V O3A.NALLY1 ! ,COMMIS.N] MAY REF] A CASE TO ! ,DIRECTOR ( ,PROCE$+S4 ,! ,DIRECTOR IS AN 9DEP5D5T PROSECUTOR :O C TAKE A CASE TO ! ,H1L? ,PRACTI;N]S ,4CIPL9>Y ,TRIBUNAL OR TO ! ,HUMAN ,"RS ,REVIEW ,TRIBUNAL1 OR BO?4 ,! ,H1L? & ,4ABIL;Y ,COMMIS.N] WEBSITE HAS 9=MA;N AB ! ,DIRECTOR ( ,PROCE$+S & CASES T H BE5 HE>D BY A ,TRIBUNAL4 ,C ,I GET COMP5SA;N IF "! 0 A MAJOR ISSUE 3C]N+ MY "RS8 ,! ,COMMIS.N] DOES N H ANY P[] TO GIVE OR ORD] COMP5SA;N4 ,"S P MAY 2 5TITL$ TO ,,ACC COMP5SA;N IF !Y H SU6]$ #AF ,YR ,"RS B#D A P]SONAL 9JURY F _! TR1T;T4 777777777777777777777777777777 ,H1L? @& ,4ABIL;Y ,COMMIS.N] ,TE ,TOIHAU ,HAUORA1 ,HAU_ATANGA GGGGGGGGGGGGGGGGGGGGGGGGGGGGGG ,3TACT YR LOCAL H1L? & 4ABIL;Y ADVOCATE OR ! ,H1L? & ,4ABIL;Y ,COMMIS.N] = SUPPORT OR 9=MA;N3 ,NA;NWIDE ,H1L? @& ,4ABIL;Y ,ADVOCACY ,S]VICE ,OP5 ,H\RS3 #H;AM TO #FPM1 ,MON"D TO ,FRI"D ,NA;NAL FREEPH"O3 #JHJJ"EEE"JEJ ,EMAIL3 ADVOCACY@AADVOCACY4" ORG4NZ ,WEBSITE3 WWW4ADVOCACY4ORG4NZ #AG ,YR ,"RS C#D ,! ,H1L? & ,4ABIL;Y ,COMMIS.N] ,OP5 ,H\RS3 #H;AM TO #FPM1 ,MON"D TO ,FRI"D ,NA;NAL FREEPH"O3 #JHJJ"AA"BB"CC ,EMAIL3 HDC@AHDC4ORG4NZ ,WEBSITE3 WWW4HDC4ORG4NZ ,TO 3TACT ,,HDC US+ ! ,,NZ ,RELAY OR ,SEEFL[ S]VICES #A4 ,G TO ! ,,NZ ,RELAY ,S]VICE AT HTTPS3_/_/WWW4" NZRELAY4CO4NZ #B4 ,SELECT ! S]VICE BE/ SUIT$ TO YR NE$S4 #C4 ,PROVIDE ,,HDC'S 3TACT NUMB] #JHJJ"AA"BB"CC TO ! ,,NZ ,RELAY ASSI/ANT4 #D4 ,RECORD A ,,NZSL VIDEO & S5D ? TO HDC@AHDC4ORG4NZ & WE W TRANSLATE ? = Y4 ,Y C AL RECORD A VIDEO ON ! #AH ,YR ,"RS D#D ,SEEFL[ WEBSITE AT WWW4" SEEFL[4CO4NZ_/DIRECT & SELECT ! ,H1L? & ,4ABIL;Y ,COMMIS.N] Z ! ORGANISA;N4 ,SEEFL[ W !N TRANSLATE YR ,,NZSL VIDEO & S5D ? TO U4 #E4 ,Y W 2 3TACT$ BY ! ,H1L? & ,4ABIL;Y ,COMMIS.N]'S ,(FICE4 ,PRODUC$ #BJBC BY ,A3ESSIBLE ,=MATS ,S]VICE ,BL ,L[ ,VI.N ,,NZ1 ,AUCKL&1 ,NEW ,Z1L& ,,! ,,5D #AI