All dapaanz members are required to abide by Tikanga Matatika, the dapaanz Code of Ethics. The Code sets out three pou or pillars, which dapaanz members must adhere to at all times. A summary of these pou is detailed in section B below.

In 2023, we updated our complaints policy and processes. If you are concerned about the conduct, competence or fitness to practice of a dapaanz member, please read through our guidance below, which includes an infographic step-by-step guide to our complaints process (see D below).

A. What steps can I take?

We suggest that you first express your concern to the member (practitioner) involved. If this isn’t possible, you could write to the member’s manager or employer. Taking this approach is usually the fastest way to resolve an issue.

If you are unable to resolve the issue with the member directly, then you can consider making a complaint.

In considering whether to make a formal complaint, please note that dapaanz will only consider complaints relating to a member’s conduct, competence, or fitness to practice.

Dapaanz does not investigate issues which fall into the following categories:

  • employment matters and disputes between a member and their employer relating to their employment arrangement, unless related to that member’s practice in the addiction sector
  • complaints currently being investigated by another body, such as the Health & Disability Commission, an appropriate supervisory authority, or the member’s employer, although a complaint may be made to dapaanz at the conclusion of an investigation by another body
  • complaints involving a crime, which should be referred to the Police, or the breach of other applicable legislation, which should be referred to the relevant agency
  • complaints brought against members under the dapaanz Constitution, in respect of the business of dapaanz as an incorporated society (in that instance, the dispute resolution process in the Constitution applies)
  • complaints about someone who is not a dapaanz member.

If you would like to discuss your concern, or check whether a concern you have breaches our code of ethics and therefore that a formal complaint is the appropriate course of action, you can contact our Complaints Convenor.

B. Tikanga Matatika | the dapaanz Code of Ethics

Tikanga Matatika has three ‘pou’ or pillars, which dapaanz members are required to adhere to at all times:

manaaki | care
Dapaanz members work in mana enhancing and protecting ways that contribute to wellbeing by caring for or serving individuals, whānau, hapū, iwi and community.

pono | integrity
Dapaanz members enact the principles of partnership and active protection by acting honestly and with integrity. They promote equality and fairness and maintain public trust and confidence.

pukenga ahurea | skilfulness
Dapaanz members are committed to continuous quality improvement in their work and their actions are centred on the belief that those who use our services deserve the best. This pou is centred on role-related competence and the laws and regulations that all dapaanz members work under.

C. How do I make a complaint?

If you decide that a complaint is the best course of action, please follow these guidelines:

  • All complaints need to be submitted in writing and addressed to the Complaints Convenor
  • Where possible email to complaints@dapaanz.org.nz is preferred; alternative post to PO Box 25283 Wellington 6140
  • When writing a complaint, keep to the facts and be specific about the ethic(s) the member has breached (referring to the three pou outlined above).
  • A complaint should contain the following information:
    • the complainant’s name and contact details
    • the name of the member(s) against whom the complaint is made
    • a brief description of the complaint
    • any relevant supporting evidence
    • whether the member has been notified of the complaint and any response(s)
    • whether the complaint has been referred to any other regulatory body or government authority, the member’s employer, and/or whether there have been any related legal proceedings.

If the complainant cannot provide the information listed above, the complaint may not be able to be accepted for consideration.

D. What is the complaints process?

Dapaanz takes any complaints made against members seriously. Please view or download the full dapaanz Complaints Policy and appeals process (updated 2023) for further guidance.

Once a complaint is submitted, the process is as follows:

You can download a copy of the complaints process diagram as a pdf. Please note, it is best viewed onscreen or printed at A3 or larger.