Making a Complaint or Raising a Concern

The New Zealand Society of Cosmetic Medicine (NZSCM) is a professional body that supports and accredits doctors who are active members of our Society and have completed the NZSCM Postgraduate Diploma in Cosmetic Medicine. While many doctors in New Zealand provide cosmetic treatments, not all are NZSCM-accredited members. We may be able to assist with complaints involving:

• Doctors accredited by NZSCM, or
• Nurses providing treatment under a standing order from an NZSCM-accredited doctor

If you are unsure whether your practitioner is linked to NZSCM, you can check using our 'Find a Practitioner' page.

If your practitioner is not connected to NZSCM, we are unable to formally investigate the complaint. However, we may be able to offer guidance on who to contact next, such as the relevant responsible authority or the Health and Disability Commissioner.

Step 1: Contact the Practitioner Directly - If you have concerns regarding your treatment, the first step is to speak with the practitioner or practice where you received your service. They are best placed to address your concerns and may be able to offer a solution or explanation.
Step 2: Request the Practice's Complaints Policy - If the issue is not resolved after speaking with the practitioner, we recommend asking for the practice's formal complaints policy. This ensures your concern is documented and addressed through their internal protocols.
Step 3: Submit a Complaint to NZSCM (if applicable) - If your concern remains unresolved and the practitioner is an NZSCM-accredited doctor, or a nurse practicing under one, then you may submit a complaint through our secure online form here
We will acknowledge receipt of your complaint within five working days. After assessing the information, we will advise you of the next steps, which may include review under NZSCM’s internal standards or referral to an external authority.
Step 4: Health and Disability Commissioner (HDC) - If your complaint is not resolved through these steps, and you believe your rights as a healthcare consumer have been breached, you may make a formal complaint to the Health and Disability Commissioner.

The HDC is an independent agency that investigates complaints related to health and disability services in New Zealand. This includes concerns about cosmetic medicine.

We encourage patients to approach the HDC when they have exhausted the clinic and NZSCM avenues and still feel their rights have not been upheld.

Visit the Health and Disability Commissioner website here - hdc.org.nz

When submitting a complaint through NZSCM’s website, please include:

• A clear description of your concern
• The name of the practitioner or practice involved
• The date and type of treatment
• Any supporting documentation (e.g., photos or emails)
• Your contact details for follow-up

All complaints are treated confidentially and in accordance with the Privacy Act. Your information will only be shared with your consent and when necessary to help resolve the matter appropriately.

The NZSCM does not regulate practitioners or define their scope of practice. That role belongs to responsible authorities such as the Medical Council or the Nursing Council. For concerns involving NZSCM-accredited doctors or nurses working under them, we:

• Ensure complaints are properly documented and acknowledged
• Review concerns under our professional standards and protocols
• Take internal action where appropriate (e.g., review of accreditation)
• Refer serious matters to relevant regulatory bodies when required

All complaints involving NZSCM members will be handled in accordance with the Society’s Constitution and Bylaws, including the formal dispute resolution process where applicable.

We are also available to help guide members of the public to the appropriate regulatory body if NZSCM is not the correct channel for your concern.

All NZSCM-accredited practitioners are expected to uphold high standards of clinical safety, patient care, and professionalism. We are committed to protecting the integrity of cosmetic medicine in Aotearoa New Zealand and ensuring that any concerns raised are taken seriously.

If you’re unsure whether NZSCM is the right place for your concern, please contact us and we’ll help direct you appropriately. Your safety and wellbeing matter to us.