Concerns & Complaints Policy
Purpose
Ensuring the delivery of our services to clients meets their needs is of utmost importance to Jigsaw North. If clients are dissatisfied with any aspect of our services, they have a right to discuss a concern with the manager and/or submit a compliant.
Principles
Jigsaw North will use a fair and transparent process to resolve complaints regarding any aspects of service provision.
Jigsaw North staff will ensure that clients are familiar with processes for submitting a complaint.
Procedure
If a client has a concern about a Jigsaw North employee, they are encouraged to approach that person in the first instance to try to resolve the issue.
If a client is unable to resolve the issue and they would like help to do so, they may contact the manger to assist.
If a client is unable to resolve the issue or they wish to make a complaint about any aspect of the service, they may do so in the following manner:
Address complaints whether in writing (by letter / email) or verbally to: The Manager, Jigsaw North, PO Box 5012, Whangarei 0110 libby@jigsawnorth.org.nz
phone 09 438 8852Upon receiving a formal complaint, the manager will acknowledge receipt of complaint as soon as possible.
They will then take one of the following actions:
Initiate an enquiry
Conduct a hearing involving both parties
Discuss with the Jigsaw North Board
Take no further action
This process will begin within one week from the date that the complaint is received and will be completed in a timely manner.
The person against whom the complaint has been laid shall be informed of the nature of the complaint as soon as possible.
The complainant is entitled to be accompanied by a support person of their choosing at any enquiry that may result.
Any investigation into alleged staff misconduct will follow sound disciplinary procedures.
The outcome of any enquiry shall be communicated in writing to the complainant, as well as the person against whom the complaint has been laid, as soon as possible.
Written records of the investigation and outcome are kept in a locked filing cabinet in the manager’s office.
References:
Privacy Act 2020
Employment Relations Act 2000
Jigsaw North Individual Employment Agreements Jigsaw North Employment Policy
