Client Complaints Procedure

If you are unhappy with the way you have been treated or spoken to by The Trust employee, we (The Trust) would like to know about it.

If you feel comfortable you may first wish to talk to the worker involved. We can support you to do this.

If you prefer not to talk to the worker involved, you can make a complaint either in writing or by talking to the manager or our Board Chairperson.

It would be helpful if you could give us:

  •  Your name and contact details
  • Details of what happened
  • Date of incident
  • Whether anyone else was involved

Please address your complaint to:

Keryn Brass Email: keryn@bbd.net.nz
Board Chairperson Ph/Text: 027 514 1612
43 Main Street
Pahiatua

Kelly Wylie Email: manager@thetrust.org.nz
Service Delivery Manager ph/Text: 021 294 1286
43 Main Street
Pahiatua

We will investigate your complaint promptly and respond to you within 3 working days. You may be given a chance to meet with us, to discuss your concerns further. You can have a support person with you at this meeting.

All complaints are discussed at the next Board meeting. You will be provided with feedback about how your complaint has been managed within three working days of this meeting.

If you are unhappy with the outcome of this process, you can contact the office of the Ombudsman for further support.
Phone: 04-473 9533,
website – https://www.ombudsman.parliament.nz/contact-us