Compliments and Complaints

We value your feedback about LIA
Hearing about what we do well and what we need to change helps ensure our efforts are of direct benefit to the people we support

If you are not happy with the service you have received or the behaviour or attitude of any staff member we would really value you telling us about this

There are several ways you can express your complaint.

You can Talk with or write to the staff person concerned. They must record any complaint and respond within 5 days

or Talk with or write to the Manager. They must record any complaint and respond within 10 days. Two ways to express your complaint;

Informal Processes
(a) You can ask the alleged offender to stop offensive comments / behaviour
(b) If NO RESOLUTION you can ask a mediator to assist.

Where the Chief Executive receives a complaint or believes himself that a staff member has breached LIA policy or committed misconduct he/she shall -

decide whether the complaint is best dealt with by himself as part of the informal Complaints procedures or by the Complaints Committee. The staff member will be informed of the outcome of that decision.

Formal Processes

(a) If NO INFORMAL RESOLUTION you may (i) Make a formal written
Complaint to the complaints Committee, or (ii) Invoke the services of other agents such as Human Rights Commission, or SAFVPN. The written complaint should specify what you want to see happen re the action/behaviour.

(b) If NO RESOLUTION the Chief Executive will report to the Board of Trustees (BoT) Complaints committee and state that -

i) The complaint does not have substance in their view or
ii) The complaint does have substance and ought to be investigated by the BOT as no resolution has been able to found through LIA management processes.

The Chief Executive or BoT will respond to your concerns within 10 days unless it is warranted that more time is needed to conclude the matter. In this instance you will be advised through out the investigation.

You can express a compliment or complaint by talking with a staff person at LIA, by writing a letter or by e-mail.
 

Anyone can express a compliment or complaint – friends, family, community, external agencies and individuals.

Service Manager
Chief Executive
Chairperson of BoT

Alternatively you contact the Cheif Executive directly via email: stuart.ramsay   "at" lia.org.nz or by phone (click here for contact).

Organisations to contact outside LIA
Commissioner of children: 0800 A Child, PO Box 5610, Wellington City
Child, Youth and Family: 0508 326 459, Private Bag 76930, Manukau City
Privacy Commissioner: 0800 803 909, www.privacy.org.nz