Our complaint process

  1. Complaints can be verbal or written and should be addressed to the Chief Executive Officer.
  2. We will acknowledge receipt of complaints in writing within 5 working days, unless resolved within this timeframe.
  3. A decision on the complaint will be made within 20 working days of acknowledgment.
  4. If additional time is needed, Te Whare will inform the complainant of the delay and reasons.
  5. Once the investigation has been completed, we will notify the complainant of the outcome and any proposed actions in writing.

Whānau rights and privacy

Whānau accessing our services have the right to:

  • Fair treatment with dignity and respect, free from discrimination based on age, sex, sexual orientation, marital status, race, religion, disability, political opinions or employment status.
  • Privacy and confidentiality, with access to their personal information in accordance with the Privacy Act (2020) – see our privacy policy.
  • Receive services that meet legal, professional, and ethical standards.
  • Effective communication that is clear and understandable.
  • Advocacy support from non-government organizations or trusted individuals.
  • Respect for their cultural needs and involvement in discussions about support services.