Consumer Rights Policies and Procedures

This section in the Best Practice Policy and Procedures Template Library hosted by Platform Trust provides access to best practice consumer rights templates. You can download the policy and procedure templates and associated documents, and edit them to suit your organisation.

Consumer rights image


The policies and procedures covered in this section relate to consumer rights during service delivery. They can be adapted to cover customer or client rights in other environments and include:

Consumer Rights templates

Abuse and neglect; advocacy and support; communication; complaints management; discrimination, coercion and exploitation; good practice; independence, personal privacy, dignity and respect; informed consent; interpreter services; links with family/whānau and other community resources; Māori health; open disclosure; recognition of Māori values and beliefs; recognition of Pacific values and beliefs; recognition and respect of individual's culture, values and beliefs; visits; visitors; and vulnerable children. 

Additional Resources

Other handy resources in this section include a complaints acknowledgement form and a complaint results form. 

This library of templates, now hosted by Platform Trust, was developed by a collaborative effort amongst the Northern Region mental health and addiction services, overseen by the Navigate North Network and supported by the NRA group.