Compliment / Complaint Procedure

Internal Compliment or Complaints Process

All compliments/complaints must be addressed to the Tumuaki/ CEO.  Compliments/Complaints may be received verbally (in person or by telephone), or by written format.   We will ensure that your information/concerns are reported to both Tumuaki within 24 hours or earlier.

If it is a complaint, then:

• Initial response will be within 48 hours of receiving the Complaints
• A meeting will be arranged within five working days with the Whānau to discuss the concerns
• An investigation will take place
• The Tumuaki will respond within 10 working days of any outcomes or to give a progress report
• A further meeting will be held to discuss the outcome or findings.
• A letter outlining the concerns and resolution will be forwarded to the Whānau concerned.

How do I make a complaint to the Health and Disability Commissioner

You can make a complaint in the way that is easiest for you — verbally (in person or by telephone), in writing (by letter or email), or using the complaint form on the Health and Disability Commissioner website.

You can complain to:

• The person or people involved in your concerns
• A person in the organisation responsible for receiving complaints
• A health and disability advocate
• The Health and Disability Commissioner.

If you feel you need to make a complaint or a compliment, please do so by using the contact us link.