Amuamu / Complaints Process - Te Puawaitanga ki Ōtautahi


Amuamu / Complaints Process

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Amuamu / Complaints Process

The Trust’s commitment to client whānau means we want to provide great services, in alignment with our values. If for any reason you are unhappy with us, please let us know.

Your rights as a client of the Trust

You have the right to:

  • Be treated with courtesy, respect, and fairness always.
  • Freedom from discrimination, coercion, harassment, and exploitation.
  • Dignity and independence.
  • Services of an appropriate standard.
  • Effective communication in a form, language, and manner that enables understanding.
  • Be fully informed.
  • Make an informed choice and give informed consent.
  • In respect to teaching and research, to be informed if a student will be involved with care, including the right to decline.
  • Lay a complaint.
  • Provide feedback about our service.
  • Seek independent advice or assistance if you are not satisfied.


How to raise a concern or make a complaint

  • Call us on 0800 66 99 57 and ask for the Complaints Officer.
  • Email the Complaints Officer on
  • Write to the Complaints Officer, Te Puawaitanga ki Ōtautahi Trust, P.O. Box 16886, Hornby, Christchurch, 8441.
  • Speak directly with the kaimahi (you are working with).

Please ensure that you provide your contact details and clearly explain your concern. Our Complaints Officer can assist you with this.


What can you expect after raising a concern or making a complaint?

  • Your concern or complaint will be formally acknowledged within 48 hours.
  • An investigation will be conducted as soon as possible.
  • The findings of the investigation will be discussed with you and a decision will be made about the actions, if any, that will be taken.


Other advice

In addition, advice or assistance can be obtained from the following: