Complaints

The Veterinary Council's mission is to protect the public interest by regulating the veterinary profession and by promoting and encouraging high professional standards through prudent implementation of the Veterinarians Act 2005.
 
 
Click here for the 'Consumer Advice Brochure' which outlines what you can do when you are unhappy with the service provided by a veterinarian
 
 
When you call on your veterinarian you can expect to receive the following key services
 
These include:

  • Courteous service
  • Correct diagnosis
  • Information about various options of treatment and their likely outcomes
  • A recommendation on treatment
  • Your full involvement in making decisions
  • Estimates or quotes for treatment
  • Referral to a veterinarian with more experience or skills if appropriate

If you are still unclear about something, you should ask questions until you are sure about all the options. Your veterinarian may also offer other services such as follow-up calls, reminders, a pick-up service or newsletters.
 
Veterinarians are committed to quality animal care and good service to owners. But sometimes things go wrong.
 
 
Talk to your veterinarian first
 
If you have any concerns about the treatment of your animal/s, the service you received or the fee charged for your veterinary service, contact your veterinarian first. Either talk to him/her directly (make an appointment so that time can be set aside to specifically discuss your concerns) or write a letter to him/her outlining your concerns.
 
If, after contacting your veterinarian, you feel your concerns have not been resolved there are other sources of help available.
 
There is a complaint process available through the Veterinarians Act 2005. There are also consumer options available via the Consumer Guarantees Act 1993.
 
 
Concern Over Fees
 
If your concerns relate to the appropriateness of fees charged, the New Zealand Veterinary Association (+64 4 471 0484 e-mail: nzva@vets.org.nz) may be able to provide you with comparative fee data, and also offer advice. Alternatively, the Disputes Tribunal may be used to deal with fee disputes between two parties, for amounts up to $7,500. (Refer 'Courts Department' in the Blue Pages of your telephone book).
 
 
Concern over the conduct of your veterinarian or the service and treatment received
 
If your concerns relate to the manner in which your veterinarian has responded to your or to your animal, the service provided by the veterinary clinic or staff, or the treatment received by your animal, then you should contact the Veterinary Council of New Zealand. It is the Council which deals with all formal complaints against veterinarians relating to professional misconduct.
 
You can contact the Council:
 
By phoning on 04 473-9600, or
By email: cac@vetcouncil.org.nz or
By writing to:
 
The Veterinary Council of New Zealand
PO Box 10-563,
Wellington 6143
 
You may wish to make an initial inquiry by phone. In order to proceed with a complaint you will need to write a letter to the Council detailing all aspects of the incident/s. It then is dealt with as a formal complaint under the Veterinary Council complaints process. The complaints officer may contact you to gather details on the complaint or to offer advice. There is no charge to you for this process.
 
The Complaints Assessment Committee (CAC) will consider your complaint. This committee comprises two veterinarians and a layperson. The CAC does not investigate all complaints, for example it does not investigate those which are outside of its jurisdiction such as complaints based solely on fees or complaints about employment contracts or matters unrelated to a specific veterinarian. The CAC may refer competence matters or medical issues to Council, without investigating or fully ivestigating the complaint. It may also choose not to investigate complaints which do not raise issues of sufficient concern to investigate or which are vexatious.
 
A complaint investigation generally involves seeking a written response from the veterinarian to the complaint, and then allowing the complainant a right of reply. The CAC generally makes a decision on the papers, but it may also seek further information, interview parties or seek expert advice or references. The CAC then makes a decision as to whether there is grounds for considering a charge of professional misconduct against the veterinarian or whether there is other action that is needed (such as a recommendation for a competency assessment). The CAC may also decide whether the complaint could be dealt with through a mediation process.
 
Some complaints are resolved during the complaint process. If the Complaints Assessment Committee decides to lay a charges of professional misconduct, then a hearing is held before a Judicial Committee (which comprises 3-5 people including a barrister/solicitor, a layperson, a Council member and a veterinarian with relevant experience.
 
If the complaint is substantiated, disciplinary action is taken. The Judicial Committee has the power to censure, fine, require other actions such as upskilling or working under conditions of practice and in very serious cases suspend or remove a person from practice.