Contact
Get in touch.
Questions about the programme, your consult, your billing or anything on this website? Email us and a real person will reply.
Email us
info@changingcurves.com
- Support hours: Monday to Friday, 9am to 5pm (New Zealand time), excluding public holidays.
- Response time: we reply within one business day.
- Patients: please email from the address you booked with so we can find your account.
Our care team can pass clinical questions to your lumelume doctor, but email is not for urgent care. If you have a medical emergency, call 111 or go to your nearest emergency department. If you're not a patient with us, talk to your own doctor or pharmacist about your health or a medicine.
Cancelling, or claiming our 30-day money-back guarantee? Email us with "30-day money-back" in the subject line. Our terms explain how both work.
Who we are
lumelume, a New Zealand business based in Auckland.
Complaints
If you are unhappy with anything we have done, you have the right to complain, and we want to hear about it. Complaining will not affect your care.
How to complain
Email info@changingcurves.com with "Complaint" in the subject line, or tell us in any other way that suits you. Tell us what happened and what you would like us to do. If you would like someone to help you make the complaint, that's fine.
What we do with it
- We acknowledge your complaint in writing within 5 working days, unless we have already resolved it to your satisfaction.
- Within 10 working days of that acknowledgement, we tell you whether we accept the complaint, or that we need more time and how much.
- While we look into it, we keep you updated on progress at least once a month.
- When we reach a decision, we tell you the reasons, what we will do about it, and what you can do if you're not satisfied.
- We keep a record of your complaint and what we did about it, and we give you any information we hold that is relevant to it.
Free, independent help
You don't have to come to us first, and you can get support at any stage:
- Nationwide Health and Disability Advocacy Service: free, independent advocates who can help you raise a concern. Freephone 0800 555 050, email advocacy@advocacy.org.nz, or visit advocacy.org.nz.
- Health and Disability Commissioner: you can complain to the Commissioner. Freephone 0800 11 22 33, or visit hdc.org.nz.
For a complaint about how we handle your personal information, see our privacy policy. You can also go to the Office of the Privacy Commissioner. For a complaint about a purchase, your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 also apply.
Working with us
Clinicians interested in working with us: email info@changingcurves.com.