We are pleased to announce that we have updated our Choices NZ Complaints Policy.
We know that a robust and easy to use complaints process is an important part of providing a quality service.
We welcome all feedback, including complaints, because we want to put things right where we have got things wrong, and we welcome the opportunity to do better.
We are reminding all staff that people we support have a right to make a complaint – this can be directly from a person with an intellectual disability in our services, from their family/whānau or on their behalf.
Our commitment to complainants includes:
We are refreshing the information available to the people we support, family and whānau to make sure can easily make a complaint and know what to expect when making a complaint.
This also follows a Whaikaha-commissioned report about managing complaints that recommended we review our complaints policy and ensure that all staff understand the importance of responding in a positive manner to any complaint raised.
We did a lot of work before releases these changes. We consulted with people with intellectual disability and family/whānau about what they thought, and we want to thank everyone who supported our processes.
We are making sure the policy meets the Code of Rights, is accessible, and easy for everyone to understand.
Complaints may be raised about any aspect of service delivery by Choices NZ. This includes but is not limited to:
Feedback, concerns or complaints may also be made about people who are not involved with delivering support services to them such as managers or board members.
Complaints can be raised directly to any Choices NZ staff member or manager.
Complaints do not need to be in any particular format, and can be made verbally, non-verbally, or written on paper or electronically. It is the responsibility of all staff and managers to recognise complaints when they are raised.
Staff are required to assist people we support to give feedback, raise concerns or make a complaint, even if it is to an external agency. Such assistance could include helping the person with diverse communication needs to express themselves and helping them obtain support from an external advocacy service.
Complaints may also be raised to an external agency like Whaikaha – Ministry of Disabled People, the Ministry of Social Development or to the Health & Disability Commissioner. The external agency may refer those complaints to IDEA Services for resolution.
Staff can provide you with the following resources that have been developed by Choices NZ:
The complaints process is in keeping with Right 10 of the Code of Health and Disability Services Consumers’ Rights 1996. You can also make a complaint to the Health and Disability Commissioner at any time. There are advocates who can help you to make a complaint and support you through the complaint process. Advocates are independent and provide a free service to people using health or disability support services.
Complaints: 0800 11 22 33 | Email: hdc@hdc.org.nz
Advocacy: 0800 555 050 | Email: advocacy@hdc.org.nz
Website: www.hdc.org.nz
If possible, staff will resolve issues raised as soon as possible and provide a response.
If they are unable to resolve the issues within three working days, they will refer the issue to their manager, who must send an acknowledgment to the person we support and/or the person acting on their behalf within five working days of receiving the complaint.
If an acknowledgment has been sent, the manager is now dealing with a complaint and is responsible for determining the appropriate response, resolving or mitigating issues, and sending a formal response within 20 working days.
If an extension of time is required, including for an investigation, the manager or staff will notify the person we support and/or the person acting on their behalf and explain why an extension of time is required within 10 working days of the date they acknowledged the complaint.
If Choices NZ staff consider the issues raised have been resolved, and the complainant is still not satisfied, an internal review may be requested. This can be instigated by either the manager responsible or requested by the complainant.