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.

Get your free eBook, ‘The 5 Most Infuriating Things You Could Ever Say to A Pissed-Off Customer’

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 10 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
by Jordan Kelly 8 February 2026
An Expert Contributed Commentary (FOR LATEST INVESTIGATION FINDINGS, GO HERE .)
by Jordan Kelly 7 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 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
by Jordan Kelly 30 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.
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
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 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 .
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 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
A VITAL & URGENT WARNING TO PET PARENTS EVERYWHERE
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: 13.2.26 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
by Jordan Kelly 6 July 2025
The 'Public Service' YOU Pay For . . . the Way It REALLY Works Up the Top of the Tree
by Jordan Kelly 6 July 2025
Upston's Active Greenlighting & Fostering of Her Ministry's 'Soft Kill' Culture Needs URGENT Challenge
by Jordan Kelly 6 July 2025
When the Tail Wags the Dog . . . A Look Inside the Councillor/Management Power Dynamics of Local Government
Show More

Get your free eBook, ‘The 5 Most Infuriating Things You Could Ever Say to A Pissed-Off Customer’ here.

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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