Our Complaints Policy

Service User Complaint Policy and Procedure

Purpose

To provide clear guidance to all users of NorthAble Services on how to raise any concerns they may have about services, content of services and the way services are delivered, so that their concerns are addressed in a timely and fair way.

Key Principles

Comments, Concerns and Complaints covered by this procedure may be about any service provided by NorthAble.

NorthAble welcomes complaints and comments from Service Users as they provide an opportunity for learning and improving the service provision.

NorthAble recognises that Service Users have the right to complain as specified in Right 10 of the Code of Health and Disability Services Consumers Rights.

A Service User’s complaint will not adversely affect the quality of service they receive.

Procedure

1.      The Complainant may wish to discuss the issue with a friend/family member/advocate first

2.     A complaint can be made – verbally (in person or telephone) or in writing (by survey, letter, or email)

3.      The complaint can be raised with:

·        the person the complaint is about or who is key in providing the service the complaint relates to

·        this person’s Manager (Service Manager)

·        an Advocate

·        the Health and Disability Commissioner

4.      The person contacted at NorthAble will actively listen to the issue, discuss the issue thoroughly with the Complainant and come up with an agreement on how best to resolve the issue or complaint.  

5.      Staff members will advise their Service Manager of all complaints received.

6.     If the complaint is not resolved, the Complainant will be invited to contact the Service Manager.

7.     The Service Manager will discuss/meet with the complainant. If the complaint has not been put in writing, the Complainant will be asked if they would like to do so.  The Service Manager will attempt to resolve the complaint through listening, reviewing the issue, identifying the facts and if appropriate, through a facilitation meeting between the Complainant and the staff member involved.

8.     If the outcome is still not satisfactory, or if the complaint is about the actions of the Service Manager, that complainant will be referred to the CEO. The CEO will attempt to resolve the complaint by listening, reviewing the issues, identifying the facts and facilitating any meetings that may be required.

9.     If the outcome of the investigation carried out by the CEO is not satisfactory, the Complainant will be invited to contact the Health and Disability Commissioner or relevant Government Ministry or Department.

10. If the complaint is about the actions of the NorthAble CEO, the complainant will be advised to address it to the Chairperson of the NorthAble Board of Trustees, contactable through NorthAble offices. The Chairperson will attempt to resolve the complaint by listening, reviewing the issues, identifying the facts and facilitating meetings as required.

11.  If the outcome of the investigation carried out by the Chairperson is not satisfactory, the Complainant will be invited to contact the Health and Disability Commissioner or relevant Government Ministry or Department.

The Complainant will be reminded, at each step inthe process that they are able to have a support person present and will beinformed of their right to contact the Health and Disability Advocacy Service,or other advocacy service of their choice.

Needs Assessment and Service Coordination Service (NASC) Appeals –Reconsideration Requests

Clients of the NASC service may wish to appeal part or all, of the needs assessment and service facilitation process.  In the first instance you should take your appeal to your Service Facilitator who will:

  • arrange, as appropriate, a further assessment or further service plan with staff who were not involved in the original assessment or coordination.
  • present you with further plans
  • if you remain dissatisfied, follow the Complaints Procedure detailed above by firstly taking the complaint to the Facilitation Services Manager.

Associated documents

·  Service agreements with Ministry of Health / Ministry of Social Development

·   Code of Health and Disability Services Consumer Rights

·   Individual Service Feedback Form

·   Complaint Form

·   Customer Thermometer Survey Reports

·   Feedback Register

 

Service Users Complaints Procedure Flow Diagram

Timeline

  1. The complaint will be acknowledged in writing within 5 working days of receipt unless resolved to the satisfaction of the complainant within this period.
  2. Within 10 working days of giving written acknowledgement, NorthAble will determine if any additional time is needed to process the complaint.
  3. If additional time is more than 20 working days, NorthAble will inform the complainant of this and the reasons for it.
  4. Every effort will be made to resolve complaints within 30 working days. The complainant will be updated on progress at not less than monthly intervals from date the complaint was received.

 

NorthAble Service Users Complaints Procedure Contact Information

(visit -www.northable.org.nz/about us for the CEO and Service Manager’s names)

Service Managers

NorthAble

40John Street

Whangarei, 0110

Ph:09 430 0988

Free ph: 0508 637 200        

Email: northable@northable.org.nz

Chief Executive Officer (CEO)

NorthAble

40 John St

Whangarei, 0110

Ph: 09 430 0988

Free ph: 0508 637 200      

Email:northable@northable.org.nz

 

NorthAble Board of Trustees (Chairperson)

NorthAble

40John St

Whangarei0110

Ph: 09 430 0988

Free ph: 0508 637 200

Email: northable@northable.org.nz

 

Health and Disability Advocacy

Free ph: 0800 555 050

Free fax: 0800 2787 7678 (0800 2 SUPPORT)

Email: advocacy@hdc.org.nz

Kaitaia: 09 408 0006

Kaikohe: 09 405 2262

Whangarei: 09 430 0166

Health and Disability Commission

 

Free ph: 0800 11 22 33

Email: hdc@hdc.org.nz

Address: PO Box 1791, Auckland,

 

Ministry of Health

POBox 5013

Wellington 6011

Ph: 0800 373 664

Email: dsdcomplaints@moh.govt.nz

Website: www.moh.govt.nz

Ministry of Social Development

PO Box 1556

Wellington6140

Phone:0800 556 006

Fax:04 918 0099

Website: www.msd.govt.nz