Concerns and complaints

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Download the Easy Read translation of our concerns and complaints process by clicking here.

You can watch an NZSL translation by clicking here.

Having your say on your experience of our services

Complaints are opportunities for us to learn directly from people we support or members of the community.

They are a form of feedback that highlights where we can improve, how we connect with people. CCS Disability Action’s concerns and complaints process is designed to help us deliver support or services that work well.

We understand that concerns or complaints can be difficult to share. CCS Disability Action welcomes the opportunity to hear what hasn’t worked well. We believe complaints create an opportunity to strengthen how we work and help us build stronger relationships.

The CCS Disability Action team are committed to our vision and values. Our staff want to do meaningful mahi, no matter where they work in the organisation. Concerns and complaints help us to ensure we are working in a way that meets our vision, Te Aronui and our commitments as an organisation.

The complaints process

We are committed to upholding your mana and creating a comfortable space where you can have your say.

CCS Disability Action will support you to express your concerns and complaints in ways that suit you.

You can talk with or write to the Service Manager, General Manager or National Quality Manager. They will respond in writing within five working days.

Or

Get a support person, interpreter or advocate involved.

Or

Talk with or write to the Health and Disability Commissioner or Human Rights Commission (if relevant).

Our procedures

Complaints will be recorded and acknowledged within five working days of receipt.

When we investigate a concern or complaint, we follow the Code of Health and Disability Services Consumers’ Rights and our Human Resources guidelines.

Within 10 working days of giving written acknowledgement of a complaint, we must notify you of the outcome of the complaint or decide we need more time to consider the complaint.

If we need more than 10 working days of additional time, we will contact you. When we make a decision, we will tell you the reason for our decision, what actions we are taking and what your options are for appealing the decision.

We will always endeavour to resolve a concern or complaint fairly, simply and as quickly as possible. We take your rights seriously.

Your rights

• You have the right to have your complaint and our actions in response to your complaint documented.

• You have the right to have all information relevant to the complaint made available to you in a format that suits you.

• You have the right to have a support person present during any meeting relating to the complaint.

• You have the right to an independent advocate provided under the Health and Disability Commissioner Act 1994.

• You have the right to contact the Health and Disability Commissioner about your complaint.

• You have the right to be treated with respect and dignity.

• You have the right for your complaint to be treated confidentially.

• You have the right to be updated on the progress of your complaint at least every 15 working days.