When dealing with feedback Te Tai-awa o Te Ora is committed to providing a high-quality client-driven service.
We therefore welcome and appreciate feedback from whānau (service users, clients and their families) and our stakeholders.

Not only so we can put right your complaint but to improve on the quality of services provided and ensure we are meeting the needs of everyone.

Kōrero mai

You play a huge part in the design and delivery of our services. We want to know if there are ways we can improve and enhance our programmes and supports. Tell us if there’s good stuff already happening for you and your whānau, or if you think we could do better. Call us on 09 274 4220 to speak to someone or by filling out this form.

Mea Tūtohu me te Amuamu
Dealing with Complaints & Compliments

If you think we are not meeting our standards of delivering exceptional services or feel you cannot depend on us for advice and support, we would like to hear from you.

Who can make a complaint?

Any person may make a complaint about any matter relating to the provision of Te Tai-awa o Te Ora services, complaints can be made on behalf of someone else by providing consent from the person. Anyone making a complaint has the right to make the complaint in a manner that is easiest for them.

Complaints

If you are dissatisfied with our service, or a decision we have made or if something just does not feel right you should make a complaint. Make a complaint if we have conducted ourselves unethically, breaching Confidentiality and Privacy, by sharing your information without proper consent or in violation of privacy policies.

Treating you unfairly based on race, gender, disability, or other personal characteristics is not ok, and we need to know if this has happened to you – make a complaint.

There are several ways you can lodge a complaint:
Use our online complaint form Email [email protected] if you are unable to use the online form. Write to us: PO Box 61156 Otara, Auckland 2159You can phone us to discuss your complaint options and make an appointment. To talk to us in person, we are located on the Ground floor, Whirinaki House 7 Springs Road East Tamaki. Call us on 09 2744 220 or text for a call back 027 2744 220

Compliments

Equally important is letting us know we are doing things right for you and your whānau, as we would like to do the same for everyone we work with. If our services and programmes are impactful and you are engaging with our services well, we would like to know about this.

Positive feedback that enhances the quality of our services can be given directly to your key worker or their manager, by emailing [email protected] or call us on 09 2744 220.

Comments

The mahi we do is rewarding, sometimes we need you to validate this by providing any suggestions for improvement; criticisms are appreciated, it is what keeps us accountable to our kaupapa and the hāpori (community) we serve.

Comments can be passed onto to us through your key worker or via email [email protected] or call us on 09 2744 220.

Complaints Procedure

Our services are whānau centred providing effective Social Work, Counselling and delivery of Programmes that give rise to individuals and whānau Mana-Motuhake (self-determination and control over your own health and wellbeing). If we are doing this well, we would like to know; we also want to know if we are not doing so well.

Step1. Lodging a Complaint

In some cases, an informal complaint may be resolved simply be speaking to your key worker or their manager. However, if the issue is serious or likely to escalate, a formal complaint process might be necessary. Use the online complaints process or email [email protected] to submit your complaint details. If you wish to make an anonymous complaint it will be treated with the same level of importance. Provide clear details about the issue – include dates, times, specific actions or events.  If your complaint involves a person or people, identify them by name or description if you can. Clearly state what you hope to achieve by making the complaint. 

Click here to lodge your complaint

Step 2. Acknowledging Complaints

Complaints will be acknowledged within 48hrs from receipt. We will contact you (the complainant) and let you know what we will be doing to resolve it.

Step 3. Investigation

We will look into your complaint immediately to see what went wrong and how this can be put right.  Depending on the complexity of the complaint it may take up to 10 working days to respond.

Your complaint will be treated with respect and reviewed in fairness with honesty and integrity, in line with any appropriate tikanga (cultural practices).  Confidentiality will be maintained throughout the investigation. We aim to resolve complaints as quickly as possible and will provide regular updates until the matter is resolved.

Step 4. Outcome

We will do our best to ensure you are satisfied with the outcome of your complaint. You will be advised in writing of the outcome, and we will inform you of the actions we will take to resolve your complaint. 

If you are not happy with the outcome of your complaint, there are other people you may choose to contact such as your local Member of Parliament, the Ombudsman, or the Privacy Commissioner.