COMPLAINTS

WHAT IS A COMPLAINT?

A complaint is a formal way to tell us how we can improve.  At Evolve we are committed to providing you the best service with integrity and value. Evolve is governed under the Health and Disability Code for this reason. At Evolve we are all about quality of service.

So you can rest assured that your concerns will be treated fairly, with urgency and respect and we will do everything we can to correct the issue presented to us with sensitivity and confidentiality.

 

If it matters to you it matters to us.

THINGS YOU NEED TO KNOW

You can complain to the Health and Safety Commission.
 

Your complaint is always taken seriously.
 

You have the right to ask for an advocate to complain on your behalf.
 

You have the right to have a support person to assist you with the complaint.
 

Making a complaint means you are entering a formal legal               process.

WAYS TO MAKE A COMPLAINT

- Let us know how we can improve our services by filling out             our feedback form.

- You can click here to download and print the form, then hand it     to a facilitator or send it to the below address:

   C/- Evolve Peer Support Trust
   4 Springfield Crescent
   Enderley, Hamilton
   3214

- You can phone or email your complaint to:

   Andre Jackson
   Phone: 022 105 5659
   Email: evolvetrust@gmail.com

- Write or talk to an advocate at the Health and Disability                   Commissioner Office:

  Phone: 0800 55 55 00
  PO box 1971
  Auckland
  1140

THE COMPLAINTS PROCESS

Day 1

Your complaint is received by the manager. Action and resolution takes place from this point. The manager has a responsibility to help and assist you wherever possible.

Day 5

If your complaint hasn't been resolved to your satisfaction during this time, we will acknowledge your complaint in writing.

Day 10

The Evolve Manager will report back to you on the outcome of your complaint.

If you are not happy with the process or outcome

If you are not happy with how we handled your complaint, you can request your complaint be escalated to our Trust Board who will investigate and report back to you within a further 20 days.