Complaints and Feedback Procedure

Age Concern wants to hear from clients, staff, volunteers and stakeholders with a concern, complaint, or positive feedback. All complaints are seriously considered and, where warranted, further investigated. Handling of all concerns and complaints is fair and transparent.

Our Process

Step 1

Consider discussing the matter with the person involved to seek a resolution.

Step 2

Ask for a Feedback Form to complete or ask to speak with the appropriate Team Member for your feedback or concern.

Step 3

You will receive acknowledgment of your complaint or feedback within 5 working days of us receiving it.

Step 4

We may ask to meet with you, or we will ring you to discuss the matter.

Step 5

An outcome will be made in a written response to you within 20 days of receiving the complaint.

For a full copy of the Complaints Policy and Process please ask at your local office.

HASTINGS – 06 870 9060 | CHB – 06 858 9158

manager@ageconcernhb.co.nz

chairperson@ageconcernhb.co.nz