Complaints Policy
Purpose
This policy ensures all stakeholders can raise concerns about our services and have them addressed fairly and promptly. Our stakeholders include clients, families and whānau, funders and community partners.
What a Complaint is
A complaint is any expression of dissatisfaction about our services, where you want us to respond. This policy covers complaints but not general feedback or suggestions that don't require a response.
Making a Complaint
Staff-Level Complaints
We encourage you to first discuss your concerns directly with the staff member involved if you feel comfortable doing so. Many issues can be resolved quickly through direct conversation.
Board-Level Complaints
If you prefer not to speak directly with staff, or if the informal approach has not resolved your concerns, you can make a formal complaint by:
Emailing boardbraininjurycd@gmail.com
Writing to the Board Chair at:
BIACD
Hancock House
77-83 King Street
Palmerston North
Escalated Complaints
The following types of complaints will be referred directly to the Board:
- Allegations of abuse or serious safety concerns
- Complaints involving both staff members
- Concerns about how a previous complaint was handled
- Complaints from funders or partner organisations that raise reputational or ethical concerns
Verbal Complaints
If you make a complaint by phone or in person, we will write down the key points and ask if you would like to provide anything in writing to ensure we understand your concerns correctly.
Support Available
We understand that brain injury can affect communication - we will work with you to understand your complaint
A support person, family member, or advocate can assist you with your complaint You may ask someone else to make the complaint on your behalf
If you cannot easily write or email, we will do our best to arrange a telephone call, online meeting (such as Zoom or Microsoft Teams) or face-to-face meeting to discuss your complaint
Complaint Process
Staff-Level Complaints
When you raise a complaint with staff, we will:
- Every day, 90 New Zealanders sustain a brain injury – there’s help on hand
- Attempt to resolve the matter within 5 working days
- Maintain a record of the issue and resolution
- Inform you of the outcome
Board-Level Complaints
When you email or write to the board, we will:
- Acknowledge your complaint within 5 working days
- Discuss the matter at our next board meeting (typically within 4 weeks)
- For urgent complaints that cannot wait until the next board meeting, we will arrange an in-person or online discussion with available board members within 7 working days
- Contact you if we require any further information about your complaint.
- Provide you with our response within 10 working days of the meeting
- Maintain written records of all proceedings
Progress Updates
If we cannot meet our timeframes, we will update you on progress and explain any delays.
Expected Outcomes
Our response will either:
- Fix the problem you have raised
- Explain why we cannot address it as requested and offer alternative solutions Discuss other ways to address your concerns
- We will contact you one month after our response to check whether our solution is working effectively.
Appeals Process
If you are not satisfied with our response, you may:
- Request that we arrange an independent external reviewer (such as a retired board member from another similar organisation) at no cost to you
- Contact an advocacy service for additional support
Your Rights and Our Commitments
Making a complaint will not affect the services you receive from us
All complaints will be treated confidentially
We will investigate all complaints fairly and without bias
We will use feedback from complaints to improve our services
We review all complaints annually to identify trends and improve our services We reserve the right to limit contact with people who are abusive to our staff or make excessive complaints
Contact Information
Staff complaints: Speak directly with staff or email boardbraininjurycd@gmail.com Board complaints: boardbraininjurycd@gmail.com Postal address: BIACD, Hancock House, 77-83 King Street, Palmerston North This policy was approved by the Board on 6th August 2025 and will be reviewed annually.