Complaints and Disputes

We will meet our obligations if there is a complaint or dispute as required by the Code of Health Disability Services Consumer Rights’ and NZ Consumer Guarantees Act.

To register a complaint or dispute, please contact us directly at ask@familycancer.co.nz with the time and date of the incident, which member of our team was involved, a description of your concerns and the appropriate outcome you feel would rectify your concerns.

One of our team members will acknowledge receipt of the complaint within 5 working days and investigate your grievance.

Cancellations

Your appointment booking can be changed or cancelled if more than 24 hours before a the scheduled start of your consultation. Where you fail to show for an appointment or cancel within 24 hours you will incur a fee.

New Zealand Family Cancer Service Limited Terms and Conditions of Trade

The following Terms of Trade apply to services provided by New Zealand Family Cancer Service Limited (Family Cancer) to its patients.

Conditions of Trade:

  1. Prices include GST (unless otherwise stated).
  2. Unless otherwise agreed, the consultation cost shall be paid within 7 days from the date of your invoice.
  3. When a diagnostic test (genetic test) is indicated, payment in full must be made before the test is ordered.
  4. Payments shall be accepted in the form of credit/debit card, direct credit and Account2Account.
  5. Family Cancer Service may withhold further provision of services where there is any outstanding amount due.

Privacy Policy

By signing below, or by checking the box on the form, you consent to New Zealand Family Cancer Service Limited (Family Cancer) collecting, storing, using and disclosing your personal information in accordance with Family Cancer’s Privacy Policy, as set out below.

Permission to Collect Information
New Zealand Family Cancer Service Limited (Family Cancer) need to collect personal and health information about you. We undertake only to collect information which is for the purpose of making sure you receive appropriate care and advice, and for associated administrative tasks.

We will collect the information directly from you unless you have authorised us to collect the information from someone else (or we have some other lawful reason for collecting the information from someone else).

Access and correction of your health information
You understand that your personal and health information will be stored by Family Cancer, and that you are entitled to request access to and the correction of your personal and health information. You agree to provide this information voluntarily.

Storage and Destruction of Health Information
We will store your personal and health information securely so that only authorised people can access or use your information, for a minimum of 10 years from the date the information was collected.

After a period of at least 10 years, when Family Cancer considers it is no longer necessary to keep your personal and health information, the information will be destroyed in a manner which ensures that the information is kept confidential.

Use of your health information
Subject to the exceptions below, we will not use your personal and health information for any purpose other than for the purpose of testing, and providing medical care and advice to you, unless we get your written consent.

You consent to Family Cancer using anonymised and aggregated information (as permitted by Law) for the purpose of analyzing and improving our services. Anonymised or de-identified means information that has been stripped of personal information, that prevents your identification as an individual.

We may also share this anonymised information with 3rd parties for the purpose of scientific research, which may ultimately lead to improved care options for patients of Family Cancer.

Disclosing your health information
We will not disclose your personal and health information to anyone without your consent unless we have a lawful reason for doing so.

You consent to Family Cancer disclosing your personal and health information to your General Practitioner, the health professionals which we contract to provide health services to you, and to whom we refer you for the purposes of providing health services, including genetic and laboratory testing, genetic counselling, medical specialists and treatment providers.

New Zealand Family Cancer Service (Family Cancer) complies with the Health Information Privacy Code 1994 (2008 edition). If you have any concerns about any matter relating to your health information, please contact our privacy officer.

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