Complaints & Complements

Making A Complaint 

If you have a complaint about the service you have received at Te Rau Āwhina you have the right to make a complaint and have your concerns addressed quickly, confidentially and without any impact on the support you receive.  

The process for making a complaint… 


About your Advocate 

If you have concerns about the Advocate you have been assigned you are welcome to make a formal or informal complaint.  

You can 

  • Put your complaint in writing or request a meeting to discuss your complaint 

  • Written complaints can be sent to the Manager at maria@terauawhina.org.nz  

  • Contact the Manager on 0272627766 to arrange a meeting to discuss your concerns 


About the Manager or Te Rau Āwhina  

You can 

  • Put your complaint in writing or request a meeting to discuss your complaint 

  • Written complaints can be sent to the Board Chairperson at rhys.ratu1@gmail.com  

  • Contact the Board Chair on 021724055 to arrange a meeting to discuss your concerns 


What will happen next? 

We will acknowledge receipt of your complaint within 24 hours of receiving it. We will contact you to discuss the complaint and the process for resolving it.  


If you are a current client, we will immediately ensure you are transferred to another Advocate or another Refuge Service while your complaint is being investigated.  


We will conduct an investigation and gather evidence, including any evidence you have, and meet with you to advise whether we consider the complaint is upheld and what, if any, action we will be taking to address the complaint. All complaints will be dealt with as quickly as practicable and complainants will be kept fully informed of progress and expected timeframes for each step of the process.  


Outcomes  

Our immediate concern when receiving a complaint will be to ensure the complainant is safe and is able to continue receiving Refuge Services.  


This may mean a permanent change in Advocate and / or transfer to another Refuge.  

Where a complaint is upheld, we will take the action required to ensure the issues giving rise to the complaint is addressed.