If you are unhappy about services provided by Te Whare Putea or the way staff are handling you or your case you can complain to management.  

 

• Please talk about it first with the person concerned.  You may wish to have a friend or support person with you.  Please make an appointment for this purpose. 

• If the above procedure did not meet your concerns or is not appropriate and you want to make a formal complaint, you should do it in writing and either send or give it to the Manager.  If this is not appropriate the complaint should be addressed to:

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The Board of Trustees

Te Whare Putea

105 Beach Road

Kaikōura 7300

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• If it is not possible to put the complaint in writing, please make an appointment to discuss it with the Manager, or if the complaint is about the Manager, with a member of the Board of Trustees.  The Manager or Board Member will then make a note of your complaint.

• You will receive written acknowledgement of your complaint within one week. 

• You will receive a formal response to your complaint within one month of making the complaint. 

• If you are unhappy with the response you receive, you can ask for the matter to go to mediation. 

• All formal complaints will be considered by Te Whare Putea’s Board of Trustees at the first available Board meeting.  

• Our service will be reviewed and rectified from this feedback and appropriate steps taken to ensure service is improved.