Complaints Process
If you have a complaint about an Autism New Zealand service or any of our employees/volunteers, you can make a formal complaint following the procedure below. Anyone who is directly affected by Autism NZ’s services or actions can make a complaint.
How to make a complaint:
Complaints can bee made through the following channels:
- Verbally: in person or by phone to a staff member or manager
- In Writing: by letter, email, or by completing a help form on the website.
Contact Details for making a complaint:
Amanda August, Business Manager
Phone: (04) 280 6258 or 021 190 8483
Email: amanda.august@autismnz.org.nz
Postal Address: PO Box 33481, Petone, Lower Hutt 5046
Larah van der Meer, Research Manager
Phone: (04) 280 6270 or 021 190 6070
Email: larah.vandermeer@autismnz.org.nz
Postal Address: PO Box 33481, Petone, Lower Hutt 5046
When making a complaint, please provide:
- Your name and contact details
- The date and time the issue occurred
- A clear description of the complaint, including who was involved
- What outcome or resolution you are seeking
- Any supporting documentation (if applicable)
- If you require assistance to make a complaint (e.g., language support, advocacy etc), please inform us, and we will endeavour to provide appropriate assistance.
What happens after my complaint is received?
Many complaints can be resolved quickly and informally at the point of service delivery. However, if you have a more serious concern or would like to register a formal complaint, the complaint will proceed accordingly:
External review/appeal process
If the complaint is not resolved through the formal internal review process, the complainant has the option to seek an external review. The formal response from the organisation will provide information on relevant external bodies which include:
- Health and Disability Commissioner (HDC): for complaints related to health or disability services
- Privacy Commissioner: for complaints related to breaches of the Privacy Act 2020
- Ombudsman: for complaints about NGOs that receive significant public funding or perform public functions
- Other relevant regulatory or professional bodies specific to the nature of the service
Confidentiality and Privacy
All complaints will be handled with strict confidentiality, in accordance with the Privacy Act 2020 and the organisation’s Confidentiality Policy. Information will only be shared with those who need to know to investigate and resolve the complaint.