We treat “feedback” and “complaints” separately so that we can improve people’s experiences with our services while still maintaining the confidentiality requirements and integrity of our pathways and advocacy process, and the dispute resolution meetings. This means that even if we cannot investigate your complaint, we are interested in receiving your feedback so that it can be used to improve the experience of people using our service and the dispute resolution service.
Feedback
You can provide feedback by sending an email to feedback@aclaw.co.nz and also by participating in a survey about your experience with our service.
Giving us feedback
Despite the limitations on what we can investigate, we welcome feedback from people who use our services. We collect feedback by surveying people who use our service and by inviting people to provide feedback to us by email.
We cannot “investigate” or make findings on feedback we receive. We will treat your feedback confidentially to develop our systems and improve our service. Due to the confidentiality requirements, all identifying information will be removed from the feedback prior to it being used. This means that identifiable information about your experience will not be shared with other people or organisations.
If you provide feedback, once the information has been redacted, it will then be considered, any issues identified can be used by our leadership team in training and development of our staff and improvements of our systems.
There are few limits on the feedback you can provide to us however the confidentiality of our services will apply to any feedback you provide to us. This means we are unable to enter into any further correspondence with you regarding the feedback you provided to us.
Client Care Information
In providing services to you, we will:
act competently, in a timely way, and in accordance with instructions received and arrangements made:
protect and promote your interests and act for you free from compromising influences or loyalties:
discuss with you your objectives and how they should best be achieved:
provide you with information about the work to be done, who will do it and the way the services will be provided:
charge you a fee that is fair and reasonable and let you know how and when you will be billed:
give you clear information and advice:
protect your privacy and ensure appropriate confidentiality:
treat you fairly, respectfully, and without discrimination:
keep you informed about the work being done and advise you when it is completed:
let you know how to make a complaint and deal with any complaint promptly and fairly.
Complaints
Making a complaint
If you have any complaints or suggestions, we sincerely welcome the opportunity to discuss them with you. Please do not hesitate to ask any questions you might have about the way we working for you. We would prefer that any concerns you had were brought to our attention directly in the first instance as this often allows the issues to be resolved immediately.
Alternatively, you can send a complaint to complaints@aclaw.co.nz
When you send a complaint to us, we will initially acknowledge your complaint and then consider the next steps and advise you about what will happen next.
If this does not resolve it, or you are uncomfortable contacting us, you can contact the New Zealand Law Society which has facilities for making complaints. Please visit www.lawsociety.org.nz or call 0800 261 801