We treat “feedback” and “complaints” separately so that we can improve people’s experiences with our services while still maintaining the confidentiality requirements and integrity of our pathways and advocacy process, and the dispute resolution meetings. This means that even if we cannot investigate your complaint, we are interested in receiving your feedback so that it can be used to improve the experience of people using our service and the dispute resolution service.
Feedback
You can provide feedback by sending an email to feedback@accadvocacy.org.nz and also by participating in a survey about your experience with our Pathways to Resolution and our Advocacy Assistance.
Giving us feedback on Pathways and Advocacy Service
Despite the limitations on what we can investigate, we welcome feedback from people who use our services. We collect feedback by surveying people who use our service and by inviting people to provide feedback to us by email.
We cannot “investigate” or make findings on feedback we receive. We will treat your feedback confidentially to develop our systems and improve our service. Due to the confidentiality requirements, all identifying information will be removed from the feedback prior to it being used. This means that identifiable information about your experience will not be shared with other people or organisations.
If you provide feedback, once the information has been redacted, it will then be considered, any issues identified can be used by our leadership team in training and development of our staff and improvements of our systems.
There are few limits on the feedback you can provide to us however the confidentiality of our services will apply to any feedback you provide to us. This means we are unable to enter into any further correspondence with you regarding the feedback you provided to us.
Complaints
Making a complaint
When you send a complaint to us, we will initially acknowledge your complaint and then consider the next steps and advise you about what will happen next. You can send a complaint to complaints@accadvocacy.org.nz
You can complain to us about:
Our people’s conduct or how our people treated you
Our Pathways to Resolution Service
Our Advocacy Service.
If the case is ongoing, we may need to wait until this has been completed before we take any steps to investigate the complaint to ensure that we do not interfere in any ongoing processes.
Limits on investigations of complaints
Please be aware that we cannot investigate complaints about services (including outcomes) that are covered by confidentiality agreements. We welcome feedback in these circumstances.
Limits on the investigation of events after resolution
Sometimes issues arise after the resolution has been agreed which results in complaints being made. We cannot become involved in any investigation of any complaints that arise about what has been agreed or decided using the Conciliation process.