How to make a complaint

Sometimes things do not work out the way we intended or in a way that works for you. It's OK for you to make a complaint. It will not have a negative impact on your access to any feature within Mana Whaikaha, and this includes funding. The process is easy to use.

I have a concern about someone who works for Mana Whaikaha

You can contact us:

Your phone call will be answered quickly. You will be asked to give consent to record information about your complaint.

What happens next?

The Manager will contact you to arrange a time to talk with you about your complaint.

This could be a face-to-face meeting, a phone meeting or a Skype call – whatever works best for you. You can choose to have people to support you at this meeting.

You will be asked for your informed consent to record information about your complaint. This information will not be shared without your consent.

The Manager will work with you to resolve your complaint. If the matter can be resolved quickly, it will be.

It may be necessary for the Manager to investigate your complaint. They will consider:

  • if your experience aligns with the Enabling Good Lives principles
  • if the processes used, or decisions made, by Mana Whaikaha staff were transparent, equitable and consistently applied.

The outcome of my complaint

If your complaint is able to be resolved, the Manager will contact you about what this means for you.

If your complaint raises an issue about how Mana Whaikaha staff do things, the Manager will let you know what this means for how things will be done differently in the future.

I want to escalate my complaint to the next level

If talking with the Manager has not resolved your complaint or you think the outcome should be something else you can contact the Directors:

Lorna Sullivan

phone 027 214 7420
email Lorna.Sullivan@manawhaikaha.co.nz

Marshall Te Tau

phone 027 205 0007
email Marshall.Tetau@manawhaikaha.co.nz

Lorna and Marshall will talk with you about your concerns.

I would like someone independent of Mana Whaikaha to talk with about my complaint

The underlying principle of the Mana Whaikaha complaints process is to seek resolution.

If you have raised a complaint with the Manager, and then with the Directors, but you still feel the issue is not resolved, you could access the independent mediators.

Find out about the role of the independent mediators and how to access them

I want a review of a funding decision

You can contact us:

Your phone call will be answered quickly. You will be asked to give consent to record information about your complaint.

What happens next

The Manager will contact you to arrange a time to talk with you about your review.

This could be a face-to-face meeting, a phone meeting or a Skype call – whatever works best for you. You can choose to have people support you at this meeting.

You will be asked for your informed consent to record information about your review. This information will not be shared without your consent.

The manager will review the funding decision to make sure that all the processes were correctly followed and the decision made is consistent with other funding decisions.

I want to escalate my complaint to the next level

A sub-group of the MidCentral Governance Group is the funding panel.

The funding panel will review the:

  • Initial funding decision
  • Review conducted by the manager

to ensure that all processes were correctly followed, and that decision aligns with other funding decisions.

I would like someone independent of Mana Whaikaha to review the funding decision

You can ask for the funding decision to be reviewed by the Ministry of Health. This will be referred to the Group Manager of Disability Support Services, Ministry of Health.

What can I expect?

If you make a complaint you can expect:

  • there will be someone you can talk with about your concerns
  • your concerns will be taken seriously
  • to be treated with respect
  • your privacy and confidentiality will be respected 
  • we will work with you to resolve any concern as quickly as possible
  • to know the outcome of your complaint.

If the complaint raises issues that have employment implications, you will find out how your complaint has been addressed. But you may not be told the details of how the employment issues were addressed, particularly in relation to individual staff.

This is because Mana Whaikaha has employment responsibilities for our staff and we must make sure we follow employment law.

Even with the best will in the world, it may be that a complaint or concern has not been resolved through the Mana Whaikaha complaints process. 

To support resolution, there are independent mediators who are the final escalation step.

Find out more about independent mediators