Making A Complaint
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.