top of page

Complaints Procedure

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:

The Board of Trustees

Te Whare Putea

105 Beach Road

Kaikōura 7300

  • 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. 

bottom of page