Complaints Policy

At ACROSS Te Kotahitanga O Te Wairua, we’re committed to providing respectful, high-quality services. If something hasn’t gone right, we want to hear from you. Your feedback helps us improve and ensures that we respond fairly and transparently.

How to Make a Complaint

If you have a concern that hasn’t been resolved by talking directly with the people involved, you are welcome to make a formal complaint. This is usually done in writing, and we will acknowledge your complaint as soon as possible—generally in writing as well. You can email us, write to us, or drop a letter into reception.

What Happens Next

• All formal complaints are logged in our Complaints Register, including the date received, your name, when it was acknowledged and resolved, and when you were advised of the outcome.

• Our Chairperson will be notified of any complaints received.

• If a complaint could involve an insurance issue, it will be passed on to our insurer.

Fair and Respectful Process

• If your complaint involves a staff member, they’ll be given the opportunity to share their version of events.

• If your complaint is about our Director, it will be referred directly to the Chairperson of the ACROSS Board.

If the Issue Can’t Be Resolved

• An independent mediator may be asked to help resolve the matter and hear from everyone involved. You’re welcome to bring a support person with you to this meeting.

• You’ll receive a written outcome within two weeks of the meeting.

Final Step

If the complaint is still unresolved, the Board of ACROSS may review it and make a final decision. You will be advised of this decision in writing within two weeks of their meeting.