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Support and Advocacy

If You’re Concerned About the Diabetes Care You’re Receiving

Everyone in Aotearoa New Zealand has the right to safe, respectful, and high-quality diabetes care.
If you believe you’re not getting the level of care or support you should, there are clear steps you can take.

1. Talk with your healthcare provider

Start by sharing your concerns with your GP, practice nurse, diabetes nurse, or specialist.
Sometimes a direct conversation can clear up misunderstandings or lead to improvements in your care.

You could ask questions like:

“Can you explain why I’m not being offered [a particular test, medication, or referral]?”
“What do the current best-practice guidelines recommend for someone in my situation?”

You can refer to the Ministry of Health and New Zealand Society for the Study of Diabetes (NZSSD) guidelines for what good diabetes care should include — for example regular HbA1c checks, foot and eye screening, education, and medication review.

2. Ask for a second opinion

You are entitled to a second opinion from another GP or specialist.
If you receive hospital-based diabetes care, you can ask the Diabetes Service Coordinator or Clinical Nurse Specialist how to arrange this.

3. Contact your Primary Health Organisation (PHO)

Each GP practice belongs to a Primary Health Organisation (PHO) that oversees quality of care.
You can contact your PHO to:

Ask about the standards of care they expect,
Speak to a clinical quality advisor or consumer liaison, or
Make a concern or complaint.

You can find your PHO through your GP’s website or the Te Whatu Ora (Health New Zealand) website.

4. Make a formal complaint if needed

If your concerns aren’t resolved, you have several options:

Health and Disability Commissioner (HDC)

The HDC is an independent agency that looks into whether your rights under the Code of Health and Disability Services Consumers’ Rights have been respected.
www.hdc.org.nz

You have the right to:

Services that meet an appropriate standard of care,
Respectful treatment,
To be fully informed about your options, and
To make a complaint and have it handled fairly.

Te Whatu Ora (Health New Zealand) feedback

You can also send feedback directly to Te Whatu Ora through their consumer feedback process — this helps highlight gaps or issues in diabetes services.

5. Get advocacy and support

You don’t have to do this alone.

Health and Disability Advocacy Service
Free, independent advocates can help you raise concerns or make a complaint.
0800 555 050
www.advocacy.org.nz

Diabetes NZ
Offers information, peer support, and advocacy for people living with diabetes.
0800 342 238
www.diabetes.org.nz

6. Remember your rights

Under the Code of Health and Disability Services Consumers’ Rights, every person in New Zealand has the right to:

Be treated with respect and dignity,
Receive care that meets professional standards,
Make informed choices and give consent, and
Complain and have their concerns taken seriously.

Page updated: October 2025

LEGAL DISCLAIMER:
The information on this website is provided for general educational purposes only and is intended for a New Zealand audience. It is not a substitute for professional medical advice, diagnosis, or treatment. While I strive to ensure accuracy and relevance, please always seek guidance from your healthcare provider for personal medical decisions. Use of the content is at your own risk. Links to other sites are for convenience and do not imply endorsement.