This Client Service Agreement sets out the terms and conditions under which Okato Veterinary Clinic Ltd ("the Practice", "we", "our", or "us") provides veterinary services to its clients ("the Client", "you", or "your"). By requesting or using our services, you agree to the terms of this Agreement unless otherwise agreed in writing.

Our priority is to provide high-quality veterinary care while maintaining clear communication, professional standards, and compliance with New Zealand legislation and the Veterinary Council of New Zealand's Code of Professional Conduct.

Okato Veterinary Clinic Ltd is a rural veterinary practice serving the Coastal Taranaki region.

We provide general veterinary services for both production animals and companion animals from our clinic located at:

56 Cumming Street, Okato, Taranaki

We provide veterinary care for dogs, cats and other companion animals at our clinic and travel to farms to provide veterinary services for most production animals. We also offer some equine services.

Where a case requires specialist expertise beyond the scope of the veterinarians working at the Practice at that particular time, we may recommend referral to a veterinary practice with dedicated veterinarians in that field of veterinary medicine. Any referral will be discussed with you before arrangements are made wherever practicable.

By requesting or using our services, you ask Okato Veterinary Clinic Ltd to accept your animals into our care.

This Agreement applies to all animals presented by you for veterinary services and remains in effect while your animals continue to receive care from the Practice, and for 24 months following your most recent consultation or visit.

We may review or update this Agreement if there is a material change in circumstances, our services, or applicable legislation. Updated terms will be communicated in accordance with Section 14 of this Agreement.

Authorised Agents

We may accept instructions from a person who presents your animal on your behalf, provided that person reasonably represents that they have authority to act for you.

 The practice reserves the right to decline to accept instructions from a third party where there is a reason to doubt their authority, or where doing so would not be in the interests of the animal.

You remain responsible for all fees and charges incurred in relation to your animals.

Please advise us if there is any person whom you do not authorise to act on your behalf.

Our normal opening hours are:

Monday to Friday
8.15 am – 5.00 pm

Outside these hours, emergency veterinary care is available by calling:

06 752 4335

Your call will be redirected to our after-hours call centre.

Please remain on the line if your call is not answered immediately. The call centre aims to answer 80% of calls within three rings; however, response times may be longer during busy periods. They will take your details and promptly notify the on-duty veterinarian.

The duty veterinarian will contact you as soon as they are available, usually within a few minutes. In some circumstances, response times may be longer if they are already attending another emergency.

Emergency care is provided according to clinical urgency and veterinarian availability.

Okato Veterinary Clinic Ltd and its staff are committed to promoting the health and welfare of your animals.

Veterinary treatment and surgical procedures involve varying degrees of risk. While we take all reasonable care to minimise these risks, no veterinary procedure can be guaranteed to be free from complications.

Before undertaking examinations, treatments or procedures, we will endeavour to explain the proposed treatment, expected outcomes, potential risks and estimated costs, and obtain your informed consent.

Where an unexpected condition is discovered during treatment, we will make reasonable efforts to contact you before proceeding where circumstances allow.

Emergency Treatment

If your animal requires urgent treatment and it is not reasonably practicable to contact you, you authorise Okato Veterinary Clinic Ltd to provide any examination, treatment, pain relief, surgery or other veterinary care that, in the professional opinion of the attending veterinarian, is necessary to protect your animal's welfare or prevent unnecessary pain and suffering.

This authority applies only where delaying treatment to obtain your consent would be likely to compromise your animal's health or welfare.

Our veterinarians will always act in accordance with the Veterinary Council of New Zealand's Code of Professional Conduct and the Animal Welfare Act 1999.

Our fees are based on a range of factors, including the time spent providing services, the complexity of the case, hospitalisation, surgical procedures, diagnostic testing, medications, consumables and other materials used during your animal's treatment.

For procedures other than routine consultations, we are happy to provide an estimate of anticipated costs where practicable. Estimates are provided in good faith and are intended as a guide only. The final cost of treatment may vary if unexpected complications arise, additional procedures become necessary, or the scope of treatment changes.

Unless otherwise stated, all fees are exclusive of Goods and Services Tax (GST), which will be added where required by law.

Payment is due on the day services are provided.

For major procedures or hospitalisations, we may require payment of up to 50% of the estimated cost before treatment commences.

We accept EFTPOS and online banking payments.

Credit Accounts

By prior arrangement, approved clients may operate a credit account with the Practice.

Unless otherwise agreed in writing, account balances are due for payment on the 20th day of the month following the date of invoice.

Overdue Accounts

If payment is not received by the due date, the Client will be in default and Okato Veterinary Clinic Ltd may, at its sole discretion:

1. Charge interest on overdue amounts at the rate of 1.5% per calendar month, calculated daily and compounded monthly, equivalent to an annual interest rate of approximately 19.6% per annum, from the due date until payment is received in full.

2. Recover from the Client all reasonable costs incurred in collecting overdue amounts, including debt collection agency fees, legal costs (including solicitor and client costs where recoverable), court costs and enforcement expenses.

3. Withdraw, without prior notice, any discounts or credit terms previously extended to the Client.

4. Decline to provide further non-emergency products or services until outstanding amounts have been paid, except where doing so would conflict with our professional obligations under the Veterinary Council of New Zealand's Code of Professional Conduct.

Financial Hardship

Okato Veterinary Clinic Ltd takes seriously its professional and ethical obligations to relieve animal pain and suffering.

If you believe you may have difficulty paying for treatment, we encourage you to discuss this with our team before treatment begins. Where possible, we will work with you to identify appropriate treatment options.

Emergency treatment necessary to prevent unreasonable pain or suffering will not be withheld solely because of a client's financial circumstances. Our veterinarians will continue to act in accordance with the Animal Welfare Act 1999 and the Veterinary Council of New Zealand's Code of Professional Conduct.

Okato Veterinary Clinic Ltd collects and holds personal information necessary to provide veterinary services.

This information may include:

• your name;

• postal and physical address;

• telephone numbers;

• email address;

• billing and payment information;

• details relating to your animals, including their medical history and clinical records; and

• any other information reasonably required to provide our services.

We collect and use this information for purposes including:

• providing veterinary care;

• maintaining accurate clinical records;

• communicating with you regarding your animals;

• billing and account administration;

• credit assessment where applicable;

• meeting legal and regulatory obligations; and

• managing referrals and continuity of care.

Where appropriate and authorised by law, we may disclose relevant information to:

• specialist veterinarians;

• veterinary diagnostic laboratories;

• animal insurers;

• debt collection agencies;

• regulatory authorities; or

• other service providers assisting us in delivering veterinary services.

We will only disclose personal information where authorised by you, required for the provision of veterinary care, or otherwise permitted or required by law.

Your personal information will be managed in accordance with the Privacy Act 2020.

You may request access to, or correction of, your personal information by contacting the Practice.

Should a notifiable privacy breach occur, we will comply with our obligations under the Privacy Act 2020, including notifying affected individuals and the Office of the Privacy Commissioner where required.

All clinical records created by Okato Veterinary Clinic Ltd, including consultation notes, laboratory results, diagnostic images and treatment records, remain the property of the Practice.

You may request copies of your animal's clinical records at any reasonable time. Reasonable administrative charges may apply where permitted by law.

Where you transfer your animal's care to another veterinary practice, we will promptly provide copies of relevant clinical records upon your request or with your authority.

Maintaining complete and accurate clinical records is essential to ensuring continuity of veterinary care and meeting our professional obligations.

To the maximum extent permitted by New Zealand law, Okato Veterinary Clinic Ltd shall not be liable for any indirect, consequential, incidental or special loss or damage arising out of the provision of Products, Services or this Agreement, including any loss of income, business, profits or opportunity.

Where Okato Veterinary Clinic Ltd is found liable for any loss or damage arising from the provision of Products or Services, our total liability shall not exceed the amount paid by the Client for the relevant Product or Service giving rise to the claim.

Nothing in this Agreement excludes, restricts or limits any rights or remedies that cannot lawfully be excluded under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable legislation.

To the extent permitted by law, the Client agrees to indemnify and hold harmless Okato Veterinary Clinic Ltd against all reasonable liabilities, losses, claims, damages, costs and expenses (including legal costs on a solicitor and client basis where recoverable) arising directly from:

• inaccurate or incomplete information supplied by the Client;

• the Client's breach of this Agreement;

• the Client's negligent or unlawful acts or omissions; or

• any claim brought against the Practice arising from circumstances outside the reasonable control of Okato Veterinary Clinic Ltd.

This indemnity does not apply to the extent that any loss or liability results from the negligence or unlawful conduct of Okato Veterinary Clinic Ltd.

Either the Client or Okato Veterinary Clinic Ltd may end the veterinary-client relationship at any time.

By the Practice

Okato Veterinary Clinic Ltd reserves the right to end the veterinary-client relationship by providing reasonable written notice, provided doing so does not compromise the welfare of any animal currently under our care.

Reasons for ending the relationship may include, but are not limited to:

• repeated failure to pay accounts when due;

• abusive, threatening or inappropriate behaviour towards staff;

• a breakdown in the professional relationship;

• loss of confidence or trust necessary to provide appropriate veterinary care; or

• other circumstances that make it unreasonable for the Practice to continue providing services.

Where appropriate, we will recommend that you register with another veterinary practice.

By the Client

You may end the veterinary-client relationship at any time by advising the Practice.

Ending the relationship does not affect your obligation to pay any outstanding fees or charges incurred before the relationship ended.

Transfer of Clinical Records

Upon your request, or with your written authority, we will promptly provide copies of your animal's clinical records to another veterinary practice to assist with continuity of care.

Emergency Care Following Termination

Where reasonably practicable, and consistent with our professional obligations, the Practice will continue to provide emergency treatment necessary to prevent unreasonable pain or suffering until your animal's care has been transferred to another veterinary practice.

Inactive Clients

Where there has been no consultation, transaction or other contact with the Practice for a continuous period of three years, we may regard the veterinary-client relationship as having ended.

Okato Veterinary Clinic Ltd is committed to providing a high standard of veterinary care and customer service.

If you are dissatisfied with any aspect of our Products or Services, we encourage you to raise your concerns as soon as possible.

In the first instance, concerns should be discussed with the attending veterinarian whenever appropriate.

If the matter is not resolved, you may contact our Practice Manager or one of the Practice Directors.

Where appropriate, we will arrange a telephone discussion or meeting at a mutually convenient time to better understand your concerns and work towards a fair and reasonable resolution.

To assist us in investigating the matter effectively, we encourage concerns to be raised within 14 days of the relevant service wherever practicable.

If the matter cannot be resolved directly between the parties, either party may seek independent mediation or pursue any rights available under New Zealand law.

Clients may also raise concerns regarding a veterinarian's professional conduct with the Veterinary Council of New Zealand where appropriate.

The following provisions apply to clients receiving veterinary services for production animals.

Farm and Stock Information

To enable us to provide appropriate veterinary services and meet our professional obligations, we will maintain records including:

• the location of the farm or property;

• the species and approximate numbers of stock covered by this Agreement;

• ownership details;

• emergency contact information; and

• any other information reasonably required to provide veterinary services.

Clients agree to notify the Practice of any significant changes to stock numbers, ownership or farm management that may affect veterinary care.

Other Treating Veterinarians

Where other veterinarians or veterinary practices provide services to your animals (for example specialist services, reproductive management, nutrition consultancy or disease investigations), we encourage you to advise us.

Sharing relevant clinical information between treating veterinarians helps ensure continuity of care, avoids unnecessary duplication of treatment and assists all veterinarians in meeting their professional obligations.

Information will only be shared with your authority or where otherwise authorised or required by law.

Restricted Veterinary Medicines (RVMs)

Okato Veterinary Clinic Ltd may authorise suitably trained farmers or farm staff to hold and administer specified Restricted Veterinary Medicines (RVMs) without a veterinarian being present each time a medicine is used.

Before granting such authority, the authorising veterinarian must be satisfied that:

• an appropriate veterinary-client relationship exists;

• the people administering the medicines are competent to do so safely and responsibly;

• suitable treatment protocols are in place; and

• appropriate records are maintained.

Formal authorisation is provided through a Veterinary Authorisation for Future Use (VFU).

Each VFU specifies:

• the medicines authorised;

• the classes of animals covered;

• approved treatment protocols;

• any conditions applying to their use; and

• the period for which the authorisation remains valid.

To maintain a VFU, the Practice will undertake at least an annual herd health consultation, or more frequently where required, to review treatment protocols, medicine usage and herd health objectives.

Dry Cow Antibiotic Therapy (DCAT)

Dry Cow Antibiotic Therapy (DCAT) and Internal Teat Sealants (ITS) are Restricted Veterinary Medicines used during the drying-off period to treat existing intramammary infections and reduce the risk of new infections during the dry period.

The Veterinary Council of New Zealand's Statement on the Authorisation of Dry Cow Antibiotic Therapy requires selective, cow-level justification for antibiotic dry cow therapy rather than routine whole-herd treatment. This reflects the profession's commitment to responsible antimicrobial stewardship and reducing antimicrobial resistance.

Okato Veterinary Clinic Ltd is committed to supporting our dairy clients through this transition.

Each year we will provide dairy clients with a herd health questionnaire and request relevant production, milk quality and animal health information.

Using this information, together with our knowledge of your herd and any available herd records, we will work with you to develop an evidence-based drying-off plan appropriate for your farm.

Recommendations regarding DCAT and Internal Teat Sealants will be made in accordance with current professional guidelines, herd health objectives and responsible antimicrobial stewardship principles.

Biosecurity Obligations

New Zealand's freedom from many serious animal diseases is essential to animal welfare, food production and international trade.

Veterinarians have legal obligations under the Biosecurity Act 1993 and the Veterinary Council of New Zealand's Code of Professional Conduct to report any suspected notifiable or exotic disease immediately.

Where a veterinarian suspects an exotic or notifiable disease, they may be legally required to:

• remain on the property;

• request that all movement of animals, people and equipment on or off the property ceases;

• notify Biosecurity New Zealand immediately via the Exotic Pest and Disease Hotline; and

• cooperate fully with any official disease investigation.

Clients agree to cooperate with any lawful biosecurity directions issued by the attending veterinarian or relevant government authorities.

To assist us in maintaining appropriate on-farm hygiene and biosecurity standards, we ask that clean, preferably warm, water is available for veterinarians to wash footwear, equipment and protective clothing before leaving your property whenever practicable.

Maintaining good biosecurity practices helps protect your animals, neighbouring farms and New Zealand's livestock industries.

Okato Veterinary Clinic Ltd will review this Client Service Agreement periodically to ensure it remains consistent with current legislation, professional standards and the services provided by the Practice.

Where material changes are made, updated terms will be communicated to clients by one or more of the following methods:

• publication on the Practice website;

• email notification;

• provision of an updated copy during a consultation or farm visit; or

• any other reasonable method of communication.

Updated terms take effect from the date you next request or receive veterinary services from Okato Veterinary Clinic Ltd unless otherwise stated.

The current version of this Agreement is available from the Practice upon request.

In accordance with Health and Safety legislation - including the Health and Safety at Work Act 2015 and the Accident Compensation Corporation Act 2001 – Okato Veterinary Clinic is required to provide and implement a Farm Visit Safety Plan.

The Okato Veterinary Clinic is committed to protecting the health and safety of all of our staff (Veterinarians, Technicians, Nurses and Students) and will strive to ensure that safe working practices are adhered to at all times.

Okato Veterinary Staff Responsibilities

 Our Veterinary Staff are aware of all of the common hazards associated with working with animals, on farms and within dairy sheds, and are trained in safe working practices. 

 Veterinarians are obliged to carry out a brief health and safety risk assessment before proceeding with any animal care task.

 This will include the following:

•  Are the restraint facilities suitable for the type of animal being handled (e.g. are race sides high enough to prevent animals jumping over them)

•  Are the restraint facilities suitable for the work being done and provide adequate and safe access to parts of the animal necessary for the procedure being carried out   (e.g. collecting blood samples, examining hooves)

• Are the restraint facilities in good working order and appropriate for the task at hand

• If facilities are not suitable for adequate restraint for the task at hand the veterinarian will attempt to use chemical restraint/sedation to fulfil their duties/obligations under the animal welfare act.

• If the veterinarian is unable to safely administer chemical restraint or deem the situation to be unsafe he/she will contact one of the Directors of the Okato Veterinary Clinic for assistance

Veterinarians are obliged to follow safety requirements and directions for safe routes and are not permitted to access areas where they are not authorised to be

 When required to attend animals elsewhere on the property, if the Veterinarian deem it too unsafe to drive their 4WD vehicle – and the only practical means of transporting themselves and their equipment is via an ATV – our staff are required to wear their provided personal protective equipment including their helmet.

 It is imperative that if the Driver/Veterinarian encounter hazardous terrain or surface conditions (e.g. steep slope, side of hill); the Veterinarian will get off and walk that section of the route.

Farm Owners / Sharemilkers / Farm Staff Expectations

•  Can you please ensure visiting Okato Veterinary staff, are made aware of any significant hazards they may encounter on your premises. 

• A member of farm staff should be present when Veterinarians are examining/treating/sampling/testing animals.

• Take steps to minimise risk of injury to Veterinarians from other animals                                           (e.g. those awaiting examination/test or those which had just been treated).

• It is desirable that the restraint facilities are under some form of shelter                                        (to provide protection from bad weather / UV rays).

• Comply with the industry recommended Leptospirosis vaccinating programme.

• Provide a bucket of water (preferably hot) to enable Veterinarian to disinfect hands and PPE before leaving the property