Pulling Back the Curtain on Customer Service & Ethics in New Zealand

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Pulling Back the Curtain on Customer Service & Ethics in New Zealand

News, reviews and commentary on the good, the bad and the ugly . . . we shine a congratulatory light on enterprises (including government agencies) that hold themselves to a high standard . . . and we expose those that don't.

Want our newsletter and free eBook ‘The 5 Most Infuriating Things You Could Ever Say to A Pissed-Off Customer’?

EXPOSE: THE KILLING OF HARRY KELLY

A Case Study in a Lethal Dose of Institutional Fraud by Massey University’s “Companion Animal Hospital"

26 part Collection of articles represents ongoing coverage of a shameful clinical crime and related deep, shamelessly executed deception. 

New Zealand News, Reviews & Commentary

by Jordan Kelly 27 February 2026
Readers following the coverage of my attempts to get to the bottom of what happened to my beloved little papillon, Harry, with whom I was extraordinarily closely bonded, will know that: (A) The rot in Massey University’s Companion Animal “Hospital” (CAH) runs deep. (B) Honesty and transparency is not their policy. Denial, dismissal, stonewalling, legal threats and intimidation are. (C) Animals aren’t safe there, with cruelty embedded in “care”, and your property (as your pet legally is) not considered your property at all, as far as Massey, its CAH staff and management are concerned. Your pet is theirs ; to do with as they please, according to their mindset and their modus operandi. And if that involves catastrophic levels of unauthorised, contraindicated, convenience sedation to facilitate their use of your pet in monetised student video collections (including on private cell phones, and to which you will be given no access), this too, according to Massey, is its own God-given right and “best practice” Standard Operating Procedure. (D) “Informed Consent” has a very different meaning in the Massey playbook to that which is generally deemed its accepted definition. (E) “Accountability” is a foreign concept and not one with which they have any intention of becoming acquainted. (F) Laws – including those governing animal welfare, property conversion and more – are not only optional, in Massey’s case, they simply don’t apply. In fact, they appear blissfully ignorant of them according to my (and Harry's) experience. You know all that. You’ve read about it here , here , here , here , here , here , here , here and in most of my other now 30+ articles covering the numerous different sub-atrocities within the overall atrocity that was the demise and disposal of my precious little Harry. Actually, "atrocious" doesn't come anywhere near to being an adequate adjective. Despite having been a professional writer since I was 16 and having upwards of 25 published books under my belt, I don't actually have an adjective that's adequate for the pure evil that was perpetrated upon Harry . . . and, by extension, me . There is not one word or one phrase that can sufficiently convey the depth and breadth of the sheer, unadulterated wickedness that festers without restraint within the walls of Massey University's Companion Animal "Hospital". What you, my readers (or those of you not on Massey's massive legal team payroll) didn’t yet know – because I didn’t yet know – is that record and evidence tampering (which, for any other New Zealand citizen would attract jail time of up to 10 years under the Crimes Act 1961 Section 258 (Altering document with intent to deceive) or Section 260 (Falsifying registers) , and/or a $10,000 fine under the Privacy Act Section 212(2)(b) - appears also to be included in the “we’re exempt” culture of Massey and its veterinary “hospital” staff. Note to Readers: The above laws aren't some hypothetical, bottom-drawer, dusty old legal tracts in archaic library textbooks. They're real, "living" laws that apply to every individual in our country. And today, they are being made to apply to Dr Stephanie Rigg and her "colleagues" who falsified Harry's records to create a cover-up of what they did to him . . . and to me. I will, duly, see Dr Rigg and her associates in Court. Dissecting the Cover-Up: Massey’s Metadata of Deception But back to what readers do know for a moment: You’ll know that I’ve been in the battle of battles for the past two months to extract Harry’s full records (or anything approaching them) from Massey’s Legal and Governance department. HOWEVER . . . there was one thing I hadn’t known how to decipher that they actually had finally drip-fed to me. It was File Name: Patient Change Log (Field-Level Audit) . I’ve been learning a lot about veterinary science, record-keeping, and law in general lately. Not because I wanted to. But because if you want to figure out how deep the rot really runs at Massey, you kind of have to. So I’ve learned a bit about how to decipher clinical metadata. Just e nough to realise that this Patient Change Log (Field-Level Audit) is exactly where the digital fingerprints of a cover-up are hiding. Despite the fact that this document has as much redacted as it shows (probably more), with ALL staff names and positions blacked out, for example -I still found four distinct “smoking gun” entries in these otherwise heavily-redacted metadata logs. BIG. FAT. SMOKING. GUNS. that amounted to one undeniable overall conclusion: This document isn’t a clinical record so much as it’s a literal crime scene . There were already so many dodgy inconsistencies in the few items I'd managed to pull out of Massey to that point (as I've documented in various of my preceding articles). But this document is where, undeniably, the bodies are buried. You just need to know which clod of dirt to look under. Hidden in Plain Sight . . . In A Little Thing Called the Metadata (That the Average Pet Owner Wouldn't Even Know Existed ) There are four hidden but key findings demonstrating that the entire timeline of Harry’s “experience” in that hellhole were was orchestrated, and the sudden "neurological event/decline" exit strategy planned for him were a total fabrication. And that fabrication had a start time. (For this start time we will initially revert our focus back to Massey's previously-supplied "Clinical Summary" (in all its dodginess) . . . We will then lead from the immediately below into the afore-mentioned "Patient Change Log (Field-Level Audit)". Bear with me. I promise not to let this get boring). Well, one of two start times. Either: (1) The 8.38am disconnection of his (with, by-then, the TWO 750% overdoses of the renally contraindicated convenience sedative with which the "crying dog"-sensitive ICU staff had plied him overnight) now life-essential IV fluids (8.5 hours into the prescribed 24-hour protocol that they charged me for). And/or: (2) When the day shift ICU "vet" arrived at 9am and decided a THIRD 750% overdose would be a strategic way do deal with a clearly already massively overdosed little 3.8kg, 15-year-old, dehydrated dog. Now WHY would any vet take such a decision? Well, for legal purposes, of course (remembering that the Venerable Dean Jon Huxley and the obviously not- so-new-broom Vice-Chancellor Pierre Venter, have all the money in the public purse to pay their top-tier external legal counsel . . . and by gum, there are enough of the buggers, if this site's analytics are anything to be guided by), I will precede the following by stating that these are my conclusions, made on the basis of the collation and evaluation of the information before me. That said, what I know of my readers is this: You are no intellectual slouches. Feel free to let me know if you can come up with any other conclusion from the information (complete with now numerous "receipts") that I have thus far presented, most especially here and here , and most tellingly of all, in today's expose. R emember, though, I held the ultimate evidence in my arms at 6pm on December 1 . . . and, some 45 minutes later, I let them take it (safely, for them) away from me, just like Harry's (the literal body of evidence) life had just been taken from him. Little Numerals that Tell A BIG Story The plan for Harry's manufactured exit is not so much written into the records, as it is revealed by the tampering with the logs. They lay bare the lead vet’s apparent plan that his life would come to an abrupt end by the pre-scheduled time of (well, they couldn't quite get consistency in the logs regarding the exact minute, but by the absolute latest time of) 17:00 hours i.e. 5pm . . . assumedly, the end of the day shift on December 1. Just in time to mark him "Deceased" and seal off the records of this catastrophically overdosed patient, before the next shift came on, saw his records, and someone started asking the immediately necessary, and certainly appropriate, questions. And those questions would (0R SHOULD ) have included , but would certainly not have been limited to: How long has this dog been in this state? Why hasn't any rescue and remediation protocol been undertaken? Why was he given yet ANOTHER administration of 50mg of Gabapentin at 09:00 hours after the preceding two during night shift? Why is he disconnected from his IV fluids? Who approved that and why? (And if they knew he'd starred in a multi-video student film festival that morning): Was he taken out of his cage and handled in this state? When did he last drink? Was he given any food before he entered this near-comatose state? Does the owner know of the overdoses and the state he's in? Have you filled in an incident report? Have any emergency specialists been called in for advice? and, no doubt, many more questions. OR . . . maybe not. It depends if the rot in that ICU is fully immersive, or if it's concentrated on Dr Stephanie Rigg's day shift and the ICU shift staff of the preceding (November 30) night. But none of those questions could be asked and none of that could happen. The day shift - led by "Dr" Rigg ("Steffi") - wasn't about to let it happen. Thus, the pre-timestamped, just before end-of-shift, Time of Death entered into the "Euthanasia Authorisation" form that they had all queued up for me long before I ever arrived at that Godforsaken facility that fated December 1 afternoon.
by Jordan Kelly 17 February 2026
Harry WAS A Marked Dog. I Had Hoped Massey Vet Staff Couldn't Have Been Any More Wicked Than They'd Already Been Caught Out Being. But YES , Actually, They COULD . 
by Jordan Kelly 15 February 2026
This Is What Happens When Massey Thinks THEY Own Your Dog & Can Do With Him As They Please (You Just Pay the Invoice) At This Appalling, Unaccountable Veterinary House of Horrors (LATEST PROOF OF 'LAB RAT' TREATMENT HERE )
by Jordan Kelly 12 February 2026
FOR LATEST INVESTIGATION FINDINGS: GO HERE . My Precious Little Boy Died Needlessly, In Intense Physical, Mental & Emotional Agony . . . After Massive Overdosing, Intense Cruelty & Intentionally False Diagnosis by Massey 'Vet' (So Called) to Enable His 'Disposal' After Lab Rat-Style Experimentation
by Jordan Kelly 11 February 2026
While my focus is on the 750% overdosing of my precious little dog, Harry, with an unauthorised, contraindicated convenience sedative, his conversion from patient to live specimen, and the subsequent destruction of evidence (HIM), Massey’s focus is on deploying a taxpayer-funded legal hit squad to 'profile' me.
by Jordan Kelly 8 February 2026
An Expert Contributed Commentary (FOR LATEST INVESTIGATION FINDINGS, GO HERE .)
by Jordan Kelly 31 January 2026
From Lethal Incompetence and Malpractice . . . to Withholding of Life-Saving Corrective Action in Favour of Utilisation As A Teaching Aid . . . to A Fraudulent Diagnosis . . . to A Coerced 'Euthanasia' to Destroy the Evidence . . . to Management Malfeasance At the Highest Levels
by Jordan Kelly 31 January 2026
FOR LATEST INVESTIGATION FINDINGS, GO HERE : (Note to Readers: Nil response to the below. Looks like the New VC's modus operandi is not about to differ from the institutional stonewalling of the entrenched Massey suits . . . with the culture he has inherited obviously causing him no concern.) Plea to New Vice-Chancellor, Pierre Venter, for Cultural Change & Institutional Integrity in the Interests of Pets, Owners & the Ethics Instilled In Future Veterinarians
30 January 2026
Bring It On, Huxley, Dean of 'Veterinary School'. Exposing the Realities of Your 'School' Is the Hill I've Chosen to Die on. So It's the Courage of My Convictions vs the Size of Your Legal Budget.
by Jordan Kelly 30 January 2026
A VITAL & URGENT WARNING TO PET PARENTS EVERYWHERE
by Jordan Kelly 29 January 2026
Reckless Clinical Negligence, Malpractice, Clinical & Management Malfeasance . . . Well Done, Massey FOR LATEST INVESTIGATION FINDINGS, GO HERE & HERE .
by Jordan Kelly 29 January 2026
If You Ever Need to Dig Into What Really Happened with Your Pet's Treatment, You Need to Know What to Ask for . . . Especially If Dealing with Massey's Veterinary Facility
by Jordan Kelly 29 January 2026
MASSEY WITHHOLDS INCRIMINATING FOOTAGE FOLLOWING DISCOVERY OF ICU CRUELTY: Complaint Filed with Privacy Commissioner to Force Full Release FOR LATEST UPDATE: GO H E RE .
by Jordan Kelly 29 January 2026
Your Pet Is NOT Massey's Property and Is NOT A Disposable Training Aid. He or She Is A Sentient Being . . . and YOURS (You're Also Paying Through the Nose for His or Her 'Care'.) FOR LATEST INVESTIGATION FINDINGS, GO HERE : HARRY WASN'T JUST UTILISED AS A TRAINING AID, HE HAD HIS LIFE-ESSENTIAL IV FLUIDS DISCONTINUED TO FACILITATE THAT UTILISATION OF HIM, AND THE LAB RAT-STYLE EXPERIMENTATION WAS *FAR* WORSE THAN DOCUMENTED BELOW, WITH MORE YET TO BE DISCOVERED.
by Jordan Kelly 25 January 2026
‘Internationally Accredited’ Pet Cremation Operator Can’t Authenticate Remains & Accreditor Has No Complaints Process
by Jordan Kelly 24 January 2026
Morality through Transparency:  Restoring Sovereignty & Control to the Pet Parent
by Jordan Kelly 22 January 2026
Algorithmic Truth: Critical Evaluation of the Clinical Narrative Through Forensic AI Analysis
by Jordan Kelly 22 January 2026
Statutory Accountability: Invoking NZ Privacy Act 2020 Section 58 to Pierce the Institutional Black Box FOR LATEST HARRY KELLY INVESTIGATION FINDINGS , GO HERE .
by Jordan Kelly 21 January 2026
Off-the-Charts Evil: New Zealand's Veterinary House of Horrors . . A Pet Parent's Victim Impact Statement FOR LATEST FINDINGS UPDATE, GO HERE . (IT WAS WAY WORSE EVEN THAN WHAT HAS BEEN REPORTED TO DATE.)
by Jordan Kelly 21 January 2026
Harry Kelly Case As Global Change Catalyst : Challenging the Culture of Arrogant Institutional Unaccountability & Moral Injury in the International Veterinary Industry
by Jordan Kelly 20 January 2026
Did Holding Massey to Account for Negligence Lead to Their Decision to Catastrophically Overdose & Abuse My Dog, Then Dupe Me Into Consenting to His Death?
by Jordan Kelly 20 January 2026
When a story involves the conduct of a public, tax-funded institution, transparency is expected. Not suppression through 'digital domain assassination' to prevent exposure by a journalist and pet owner-client.
by Jordan Kelly 20 January 2026
Why I Deserve (ALMOST) Every Ounce of the Excruciating Pain I’m In BREAKING: FOR LATEST INVESTIGATION FINDINGS, GO HERE AND HERE .
by Jordan Kelly 19 January 2026
Behind Closed ICU Doors : Did Massey Sacrifice My Precious Harry to Enable Predatory, Opportunistic Clinical Experiments & Procedures on Him? MY LATEST INVESTIGATIONS CONFIRM THAT YES, THEY DID. READ ABOUT IT HERE .
by Jordan Kelly 19 January 2026
Massey's Legal Big Guns Can Fire Off As Many Rounds As They Want. The Truth Is Going to Come Out. Sue Me and You'll Force the Evidence Right Into the Courtroom.
by Jordan Kelly 19 January 2026
FOR LATEST UPDATE, GO HERE . Redacted, Added-to, Withheld, 'Will Be Released When They Become Available' . . . Massey's Credibility Has Long Since Crumbled
by Jordan Kelly 18 January 2026
A Chain-of-Custody Breakage of the Worst Possible Kind
by Jordan Kelly 17 January 2026
Is the VCNZ's 'Code of Professional Conduct for Veterinarians' A Document to Be Taken Seriously . . . Or Isn't It? BREAKING : LATEST DISTURBING FINDINGS ADD FURTHER CODE BREACHES & COMMON LAW VIOLATIONS (CONVERSION & BREACH OF BAILMENT)
by Jordan Kelly 17 January 2026
Multiple Breaches of Professional Standards at Massey University Companion Animal Hospital BREAKING UPDATE: SIGNIFICANT NUMBER OF ADDITIONAL ETHICAL BREACHES AND COMMON LAW VIOLATIONS (CONVERSION & BREACH OF BAILMENT) EVIDENT IN LATEST INVESTIGATION FINDINGS. READ HERE .
by Jordan Kelly 16 January 2026
UPDATE TO READERS: Since writing this article, my continuing research has indicated that Harry was likely not only simply sedated (and massively so) for the sake of the ICU staff's convenience, but also to facilitate a multiplicity of training procedures to be conducted upon him - with the intention that the fronting clinician, "Steffi", would present him as requiring urgent "euthanasia" through a sudden natural decline in his condition. Unfortunately, for Massey management and personnel, I have not only my own memory of him standing strongly on his back legs in his ICU cage at midnight and reaching through the door for comfort, but also now a video of him actively "circling" on the ICU floor, just hours before he was presented to me in a flacid, semi-comatose state with no viable explanation other than some supposedly nature decline. UPDATE TO THE UPDATE : The above indications have not only since been confirmed , but what actually happened to Harry was far worse, and constituted much more than gross malpractice. My latest findings move the entire matter squarely into the category of malfeasance - both at the clinical level and at the highest levels of Massey's management. The Reckless Practice of 'Convenience Sedation' & the True Cost of Clinical Apathy
by Jordan Kelly 16 January 2026
THE KILLING OF HARRY KELLY: A Case Study in A Lethal Dose of Veterinary Malpractice & Malfeasance
by Jordan Kelly 16 January 2026
UPDATED: 20.2.26 Will This Badly Behaving Institution Preserve the Truth & Allow It to Be Released In Full? Not So Far. Not By A Long Shot.
by Jordan Kelly 16 January 2026
Being Refused the Right of A Second, External Opinion Cost My Beloved Dog His Life . . . Quite Unnecessarily FOR LATEST INVESTIGATION FINDINGS, GO HERE . MY STRONG ADVICE TO FELLOW PET PARENTS: AVOID MASSEY UNIVERSITY'S COMPANION ANIMAL 'HOSPITAL' AT ALL COSTS & THIS 'VET' IN PARTICULAR.
by Jordan Kelly 16 January 2026
This is a subtitle for your new post
by Jordan Kelly 15 January 2026
Vertically Integrated, Unrestrained Cruelty . . . Glaring Examples All the Way from the Top to the Bottom
by Jordan Kelly 13 November 2025
Watch Your Window Supplier & the Products They're Intending to Install in Your Home
by Jordan Kelly 29 September 2025
BAD, Tech On Road, VERY VERY BAD !! Did You Ever Hear of That Classic Retailer Ad, 'It's The Putting It Right That Counts' ? Obviously Not.
by Jordan Kelly 8 September 2025
And so to the next instalment of the Masterton District Council's Malarkey . . .
by Jordan Kelly 31 August 2025
Before You Vote for More of the Same Contempt from Your Local 'Elected Representatives', See If Any Care About YOU, the Ratepayer . . . Because When You Need Them, You Might Be Highly Disappointed.
by Jordan Kelly 17 August 2025
'Where There Is No Vision, the People Shall Perish' . . . Proverbs 29:18
by Jordan Kelly 13 August 2025
If I owned a retail business, I'd hire these two away in a heartbeat . . .
by Jordan Kelly 13 August 2025
The Clown Show that Dominated Parliament on this Day . . .
by Jordan Kelly 22 July 2025
Definition of 'Corruption' MUST Include Dishonest, Seedy, Cruel, Underhanded & Highly Damaging Practices of Ministers & Ministry Management and Personnel
by Jordan Kelly 19 July 2025
When Will You Wake Up to the Biological Impacts of Your Wi Fi Router & Your Smart Phone etc . . . (and just so you know your editor isn't a hypocrite: I manage to live without both . . . yeah, WOW, eh?)
by Jordan Kelly 17 July 2025
Taking It to the Powers That Maybe Shouldn't Be?
by Jordan Kelly 16 July 2025
DIFFERENTLY ABLED . . . & Definitely Able and Willing to Expose the Decades-Long Incompetence, Malfeasance & Cronyism of Two Deeply Corrupt Government Agencies and Their Parliamentary Enablers. 
by Jordan Kelly 16 July 2025
PRESS RELEASE JUST IN FROM THE NEW ZEALAND TAXPAYERS' UNION: Oranga Tamariki Dropping $1.97m A Year on 14 Comms Staffers
by Jordan Kelly 15 July 2025
The level of service, the class with which it was offered, and the degree of goodwill was an unprecedented experience by someone (me) who has ridden taxis and limos in multiple countries.
by Jordan Kelly 13 July 2025
Lessons Abound Here . . . If the Broader Retail & Hospitality Sectors Want to Learn Them
by Jordan Kelly 11 July 2025
Editor's Opinion: Stuff Survey Shows Some Interesting (Alarming?) Results
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Editor & Chief Reviewer

I’m Jordan Kelly – a marketing communications operative, international industry researcher, competitive intelligence analyst, former journalist and ministerial press officer and, in more recent decades, a business development strategist. I'm also a multiple-times published author in the sphere of high-value B2B (Business-to-Business) and B2G (Business to Government) account acquisition.


Most importantly of all, though, I’m a quality-conscious consumer of products and services. And, just like you, I’m also a patron of the many and varied government, or government-funded, services we all find ourselves using either because we want to or because we have to.


The Customer & The Constituent NZ is a platform intended to highlight the enormous scope for New Zealand enterprises of all types (including the various vessels of government) to enjoy the fruits of 'upping their game' in customer service and operating ethics.


Here, I provide regular commentary on my own personal experiences and observations, on those of my readers, and on what’s relevant in today’s news cycle. I also bring you the expertise and insights of my regularly expanding collective of specialist columnists and commentators.

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