NZOHA Concerns and Resolution Process
About Us
Te Ohu Pūniho Ora o Aotearoa - the New Zealand Oral Health Association (NZOHA) is the professional body representing oral health therapists, dental hygienists and dental therapists in Aotearoa New Zealand.
We are committed to:
Promoting high standards of professional practice
Supporting culturally safe and equitable oral health care
Upholding the values of Te Tiriti o Waitangi
NZOHA provides a Concerns and Resolution Process to support the fair and respectful management of concerns involving our members.
As a professional association, NZOHA is not a regulatory authority. Our role is to support communication, resolution, and professional development for our members and the public.
Formal regulatory concerns may instead be directed to the Dental Council of New Zealand or the Health and Disability Commissioner.
Our Approach
Our process is guided by:
Mana-enhancing practice - treating all people with dignity and respect
Cultural safety - recognising the importance of culturally appropriate care
Equity - supporting fair outcomes for all, particularly Māori and priority populations
Restorative practice - focusing on resolution, learning, and improvement
Fairness and transparency - ensuring a balanced and respectful process
What We Can Help With
We can consider concerns about NZOHA members relating to:
Professional conduct and behaviour
Communication and interactions with patients or whānau
Cultural safety and responsiveness
Ethical concerns
What We Cannot Do
NZOHA does not:
Investigate matters involving non-members
Determine legal liability or negligence
Enforce financial compensation or refunds
Replace formal complaints processes
If your concern relates to patient safety, serious misconduct, or competence, you may wish to contact:
Dental Council of New Zealand
Health and Disability Commissioner
The Process
Step 1 - Talk to the Practitioner (if you feel able)
Many concerns can be resolved through direct communication.
If appropriate, we encourage you to speak with your oral health practitioner first.
If you would like support in having this conversation, NZOHA can provide guidance
Step 2 - Submit a Concern to NZOHA
If the issue is not resolved, you can contact NZOHA through our dedicated email concerns@nzoha.org.nz
Please include:
The practitioner’s name
A description of your concern
Relevant dates and details
Step 3 - Initial Assessment
We will:
Confirm whether the practitioner is an NZOHA member
Assess whether your concern is within our scope
Advise you of next steps
If your concern is outside our scope, we may refer you to the appropriate organisation.
Step 4 - Referral (if required)
Where appropriate, concerns may be referred to:
Dental Council of New Zealand
Health and Disability Commissioner
Step 5 - Resolution Process
If the concern remains within NZOHA’s scope, we may:
Facilitate communication between you and the practitioner
Convene a Resolution Panel to review the concern
The process is designed to be fair, respectful, and safe for all parties.
Step 6 - Outcome
We will provide a written outcome. This may include:
Recommendations to support resolution
Guidance to improve communication or care
Professional development or training recommendations
In some cases, NZOHA may take action in relation to membership.
Confidentiality
All concerns are managed confidentially, in accordance with privacy obligations.
Our Commitment
NZOHA is committed to:
Supporting safe and respectful care for all people
Promoting equity in oral health outcomes
Ensuring a fair and mana-enhancing process for everyone involved
Contact us with any questions or to join NZOHA
Key Links
Thank you to the Clare Foundation for supporting Te Ohu Pūniho Ora o Aotearoa – New Zealand Oral Health
