At the Heretaunga Women’s Centre we are committed to providing excellent service and ensuring that your experience with us is a positive and enjoyable one. We welcome all forms of feedback, including complaints, compliments, and suggestions.
How do I make a complaint or provide feedback?
Complaints can be made in person, online here, by phone or in writing. If you have any difficulty putting your concerns in writing, our staff can take notes for you, or you could ask a friend or relative to help you.
You can phone us first on 06 878 5401 to help clarify issues and learn more about our complaint procedures, or fill in our on-line form below.
What happens next?
If you contact us by phone or in person, we will try to resolve your complaint there and then. If further investigation is required we will ask you to provide us with a written email or letter of your concerns, so that we can be sure to address all the points you have raised.
If you contact us by web, email or letter, we will acknowledge and try and resolve your complaint within three working days from when we receive it. If further investigation is required we will advise you within those three working days of an expected resolution date (usually within 10 working days). We may need to contact you during the investigation to further understand your complaint or obtain additional details.
You are able to withdraw a complaint at any time.
What if I am unhappy with the resolution of a complaint?
If you are not satisfied with the Heretaunga Women’s Centre’s response to your complaint, you have the right to escalate your complaint to our Committee for review. Requests for your complaint to be reviewed by the Committee should be made in writing by letter or email to the Committee Chair woman chair@hwc.nz
Your privacy
The Heretaunga Women’s Centre recognises that investigations of complaints must be confidential and undertaken in good faith. Any information provided to the Heretaunga Women’s Centre or released to any party will be treated in accordance with the Privacy Act, 1993.