Complaints and Feedback Process

At Clearhead, we value your feedback and are committed to providing the best possible experience. Whether you have a suggestion, concern, or complaint, we encourage you to share
your thoughts with us.

You can submit feedback through our online Complaints and Feedback Form or by calling our dedicated support lines. We take all feedback seriously and will work promptly to address any issues. Our team follows a structured process to investigate complaints, ensuring transparency and fairness in every case.

Stage 1

  • Feedback or Complaints can be made in writing by completing this form on the Clearhead website: Complaints and Feedback Form or verbally by calling 0800 CLR HED (NZ) or 1800 CLR HED (AU).
  • Clearhead will take the initial steps to rectify the feedback and complaint as soon as possible and practicable.
  • Clearhead will acknowledge the feedback or complaint
within five days.
Stage 1

Stage 2: Complaints

  • Complaints will be logged in Complaints Register and assigned
a ticket number.
  • Clearhead will assign a Cleahead staff member as the investigator of the complaint. The investigation is to be completed within twenty business days.
  • The investigator will communicate to both the Complainant and Respondent and any other witnesses to confirm evidence the complaint is justified and recommend next steps.
  • The Complainant and Respondent will have five business days
to request any changes to the investigation report.
  • The investigation report will be submitted to the Chief Operations Officer to make the decision on next steps to resolve the complaint submitted in the investigation report.
  • The next steps to resolve the complaint will be communicated to both Complainant and Respondent. Clearhead will ensure next steps have been completed within stated timeframe.
  • If Complainant is not happy with the steps taken to resolve the complaint, they can re-open the complaint.
  • If Clearhead are unable to resolve the complaint, Clearhead
will refer the Complainant to other Complaints pathways with relevant governing bodies.
Stage 2: Complaints

Stage 3: Feedback

  • Feedback will be logged in our Feedback register which is reviewed monthly by Clearhead’s Chief Operations Officer
to ensure quality improvement.
  • If the feedback involves a significant adverse event or serious misconduct Clearhead will investigate feedback within 20 business days.
Stage 3: Feedback

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 your feedback

We value your feedback and are always looking to improve.
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