Education and Programs

PreKure’s programs are general in nature and should not replace any current medical care you may be under.   We share and embrace your enthusiasm for Lifestyle Medicine. We want to help where we can. If you are after more personalised advice please see your preferred health professional.

Code of Health and Disability Services Consumers’ Rights

PreKure abides by The Code of Health and Disability Services Consumers’ Rights (the Code), which establishes your rights as consumers, and the obligations and duties of PreKure to comply with the Code. You can find a copy of this code for your information here Code of Health and Disability Services Consumers’ Rights.

Complaints Procedure

If you’re not happy with the service you’ve received from PreKure, we’d like to hear about it. We have a dedicated process to address your concerns, resolve any outstanding issues, and help us to keep improving.

Please use our resolution process for complaints about, for example:

  • our services, whether in person, via email, by phone or on our website
  • an order, whether via email, by phone, or on our website
  • our website generally
  • an enquiry you’ve made
  • a product or service you have purchased from us
  • how we have carried out a process, including those on our website or in the Standards and Accreditation Act 2015
  • a situation where you feel we didn’t communicate with you clearly
  • a situation where you believe you weren’t treated with courtesy or respect.

How to complain

You will need to write to us either via email or letter:

info@prekure.com

OR

Complaints Officer
PreKure
28a Huron Street,
Takapuna Auckland 0622

Please include:

  • your name and email address*
  • your company name, if applicable
  • account details, if applicable.

Timeframes for resolving complaints

When we receive complaints, we aim to:

  • acknowledge complaints within 2 working days
  • respond to complaints within 15 working days.

If you have more than one complaint, or your complaint is about more than one issue, we may need more time. If this happens, we’ll let you know.

Assessing complaints

When we assess complaints, we aim to:

  • keep an open mind and take a fresh look at the issues raised
  • acknowledge any mistakes and put them right if we can
  • have our response checked for quality, completeness, and accuracy
  • be fair
  • see things from your point of view
  • understand the reasons why you have lodged a complaint and address those reasons
  • escalate your complaint to the correct people as necessary
  • keep in mind the context of our scope and role
  • operate within legal boundaries and business policies.

What we need from you

It’ll make it easier for us to resolve your complaint if you:

  • clearly identify the grounds for your complaint
  • provide any extra information we ask for
  • act honestly and treat us with courtesy and respect – we’ll do the same for you.

Personal Information

We will use the personal information you give us to correspond with you in relation to your complaint. We generally do not share your personal information unless it’s necessary for the purpose for which you gave us the information (to fully and fairly investigate your complaint). We will not use it for any other purpose or disclose it except, in exceptional situations, for other reasons permitted under the Privacy Act 1993 or if – in rare instances – we were required by law (for example, to investigate a criminal offence).