Complaints

Find out how to make a complaint about an accredited social service provider or Te Kāhui Kāhu

Important information

All complaints are taken seriously and dealt with immediately. We'll make sure you're treated with respect and in a professional manner.

Complaint about an accredited social service provider

If you want to make a complaint about an accredited social service provider, including OSCAR providers, follow the below steps.

Step 1: Talk to the social services provider

You need to talk to the social services provider about your complaint.

All accredited providers have a complaints process to manage their own complaints. They will have information available on how to make a complaint and what their process is.

Step 2: Talk to us if you feel you need to

If you feel the social services provider has not adequately resolved the complaint and is in breach of the Social Sector Accreditation Standards, let us know by completing our online complaints form. We take all complaints seriously and follow them up.

We will let you know about the outcome of the complaint, if possible. We will also communicate with the provider, where this is necessary and appropriate.

If you wish to remain anonymous and do not provide your contact details, we'll still treat your complaint with the same level of importance. However, we will be unable to let you know about the outcome of the complaint.

Complaint about Te Kāhui Kāhu

We pride ourselves on being professional. If you're not happy with any part of our service, we want to know. Not only so we can put things right, but to improve our services for everyone.

We will acknowledge formal complaints as soon as possible and respond within 10 working days.

Complaints about your assessment report

If there are any areas of your assessment report that you believe are not correct, let us know within 10 working days of receiving your report.

You can contact your assessor directly or complete our online form.

Complaints about our staff

Please contact the manager of the person you want to make a complaint about. You can get the manager's details by either:

Or you can submit your complaint directly to us by our online form.

If you are not happy with the outcome of your complaint

If you are not happy with the outcome of your complaint, you may choose to take this further by following the link below:

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