Find out how to make a complaint about an accredited social service provider or Te Kāhui Kāhu
All complaints are taken seriously and dealt with immediately. We'll make sure you're treated with respect and in a professional manner.
Talk to the provider about your complaint first to try and resolve it, if you are comfortable doing so.
All accredited or approved providers should have a complaints process. This should include information for the public that describes how to make a complaint to them, and what their process is for resolving those complaints.
If your complaint can’t be resolved by the provider or you aren’t comfortable approaching the provider, you may need to contact another organisation.
Different organisations are responsible for investigating different types of complaints. We encourage you to consider which is the most appropriate organisation to make a complaint to. There is a list of organisations for complaints on the Ombudsman site.
If you are a child or young person and you want to complain about an Oranga Tamariki care or custody service, you can contact the Ombudsman through the Nau Mai website.
Te Kāhui Kāhu is responsible for managing complaints that suggest providers are breaching their accreditation or approval. If we are not the right organisation to follow-up your complaint or if we are required to refer your complaint on to another organisation, we will let you know.
If you aren’t comfortable approaching the provider with your complaint, contact us, or if you have tried to resolve the complaint with the provider without success, and you still think they are in breach of their accreditation or approval, let us know. You can contact us by completing the online form.
You can choose to complain to us anonymously on our online form – it’s your choice. We can only follow up with you if you identify yourself.
If we need to follow-up a complaint about a provider, we will let the provider know and give them a chance to respond. We’ll also let them know of the outcome once we have decided what actions need to be taken. We will also keep you, as a complainant, informed about the outcome unless you have requested otherwise.
We may also be required to let other relevant government agencies know about the complaint. If this is the case, we will let you know.
Providers and complainants can appeal a complaint outcome within 10 working days of receiving it from us. Please write to our General Manager by emailing accreditation@tekahuikahu.govt.nz.
If you are not satisfied with that outcome, you can appeal to the Ministry of Social Development. Please write to the Deputy Chief Executive – People & Capability. Refer to MSD’s website for contact details.
Making a complaint - Ministry of Social Development
If you are still not satisfied with that outcome, you can contact the Ombudsman.
If you’re not satisfied with any part of our service, we want to know so we can put things right and improve our services. Use the online form or email us at accreditation@tekahuikahu.govt.nz. We will acknowledge any complaint made about us and we will aim to respond within 10 working days.
We will follow-up your complaint with those involved to work out the most appropriate way to resolve it. We’ll inform you of the outcome, including what changes we put in place.
You can appeal a complaint outcome within 10 working days of receiving the outcome from us. Please write to our General Manager by emailing accreditation@tekahuikahu.govt.nz.
If you are not satisfied with that outcome, you can appeal to the Ministry of Social Development. Please write to the Deputy Chief Executive – People & Capability. Refer to MSD’s website for contact details.
Making a complaint - Ministry of Social Development
If you are still not satisfied with that outcome, you can contact the Ombudsman.
If you disagree with our findings in your assessment report, let us know within 10 working days of receiving it. Contact the assessor directly or email us at accreditation@tekahuikahu.govt.nz. We will consider your request before contacting you.
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