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Complaints procedure

Statement of Complaints Youthline Centres aim to foster good working relationships between employer, employees, volunteers, contractors and Youthline’s Clients. We will manage any complaints with honesty and realness reflecting Youthline’s values and seeking the best possible resolution for all, whilst keeping in mind Youthline’s Paramount Policy Standard One “Safety and Wellbeing of Young People is our paramount Policy”. This process is intended to comply with the Health and Disability Commissioner’s Code of Health and Disability Services Consumers’ Rights Regulation 1996.

Dealing with Complaints Youthline is a learning organisation and will continuously use feedback to improve or develop our services to young people and the community. In the first instance please speak to a member of staff about your feedback to determine whether your feedback can be resolved. We will work to resolve your feedback as soon as possible.

What happens after I have made a complaint? Complaints can be made either verbally or in writing. Should you wish to make a complaint the following procedure will be followed:

  1. A member of staff will take some details about your complaint and pass onto the relevant Youthline manager
  2. Once received your will be sent an acknowledgment of your complaint within 24 hours
  3. An investigation will take place to determine the nature of your complaint and you may be contacted for further information
  4. After the complaint has been investigated you will be notified of the outcome of your complaint in writing

 

Contacting us If you wish to make a complaint or to receive a full copy of our complaints procedure you can contact us using the following details below or complete the form below.

09-376 6645 complaints@youthline.co.nz