Nelson Tasman Pasifika Community Trust welcomes all feedback as it helps to improve services. If you wish to make a complaint about a staff member or the services Nelson Tasman Pasifika Community Trust provide, then the organisation have an obligation and the responsibility to deal with your complaint in a fair and reasonable manner.

Complaints can be made in writing to General Manager:

By post: PO Box 319 Motueka 7143 or
By email: info@nelsonpasifika.org.nz

The Process

If someone makes a verbal complaint they will be asked if they are prepared to put something in writing and will be asked if they need assistance to do this.

Once a written complaint has been received the General Manager will contact the author to make sure the nature of the complaint is properly understood.

If someone else has written the complaint for you, the General Manager will contact you to confirm if the author is acting on your behalf.

The General Manager will contact you or the author acknowledging the complaint within 5 days after the complaint is received. They may also set up a meeting to talk about your complaint.

The General Manager will instigate an investigation. The General Manager will send a letter stating:

• Nelson Tasman Pasifika Community Trust’s understanding of the complaint
• The person who will be dealing with the complaint
• The process in which the complaint will be considered
• The expected time frame in which Nelson Tasman Pasifika Community Trust will respond to the complaint (not longer than 30 days)
• A copy of the Consumer Complaints Policy

Within 30 days of the letter acknowledging your complaint, the General Manager will formally reply to your letter telling you the decision or outcome of the investigation.

The complaint will be added to the complaints register. The Board will be informed of any risks to the organisation.

YOUR RIGHTS

WHEN RECEIVING A HEALTH OR DISABILITY SERVICE

1. RESPECT
You should always be treated with respect. This includes respect of your culture, values and beliefs, as well as your right to personal privacy.
2. FAIR TREATMENT
No one should discriminate against you, pressure you into something you don’t want or take advantage of you in any way.
3. DIGNITY AND INDEPENDENCE
Services should support you to live a dignified, independent life.
4. PROPER STANDARDS
You have the right to be treated with care and skill and to receive services that reflect your needs. All those involved in your case, should work together.
5. COMMUNICATION
You have the right to be listened to, understood and receive information in whatever way you need. When it is necessary and practical, an interpreter should be available.
6. INFORMATION
You have the right to have your condition explained and be told what your choices are. This includes how long you may have to wait, an estimate of any costs and likely benefits and side effects. You can ask any questions to help you to be fully informed.
7. IT’S YOUR DECISION
It is up to you to decide. You can say NO or change your mind at any time.
8. SUPPORT
You have the right to have someone with you to give you support in most circumstances.
9. TEACHING AND RESEARCH
All these rights also apply when taking part in teaching and research.
10. COMPLAINTS
It is OK to complain – your complaints help improve the service. It must be easy for you to make a complaint and should not have any adverse effects on the way you are treated.

This is an outline of the rights guaranteed by law known as the Code of Health and Disability Services Consumers’ Rights. They apply to all health and disability services, whether you pay for them or not. A full copy of the Code of Rights is available from your provider, the Health and Disability Commissioner, or Bennett’s Government Bookshop.

If you need help, ask the person or organisation providing service. Local Advocacy services and the Health and Disability Commissioner can be reached on: Auckland (09) 373-1060, Wellington (04) 494-7900, Other Areas (0800) 112233