Complaints

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 Services Accreditation Standards, let us know.

You can email us at accreditation@tekahuikahu.govt.nz with:

• your name (unless you want to remain anonymous)
• your contact details (unless you want to remain anonymous)
• the organisation's name and address
• details about the complaint.

If you want to remain anonymous, we'll still treat your complaint with the same level of importance. We won't be able to provide feedback for anonymous complaints.

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 email us at accreditation@tekahuikahu.govt.nz

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:

• asking the staff member for them, or
• emailing us at accreditation@tekahuikahu.govt.nz to ask for them.

Or you can email your complaint directly to us at accreditation@tekahuikahu.govt.nz

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: