Statement of Complaints
Nevertheless Trust is committed to fostering respectful and positive relationships between our organisation, our staff, volunteers, contractors, and the people and communities we serve. We will handle all complaints with honesty, transparency, and compassion — reflecting our values of Vā, Manaakitanga, Authenticity, Resilience, and Aspiration. We aim to find the best possible resolution for all parties involved, guided by our Code of Ethics and, where applicable, in line with the Health and Disability Commissioner’s Code of Health and Disability Services Consumers’ Rights Regulation 1996.

We are committed to keeping everyone safe throughout the complaints process. All complaints are treated confidentially, and no one will be disadvantaged or treated unfairly for raising a concern. If a complaint raises an immediate safety risk to any person, we will act promptly to address that risk and ensure the wellbeing of all involved.

Providing Feedback
We see feedback as an opportunity to learn, grow, and strengthen our mahi. We welcome your thoughts — whether it’s a concern, a suggestion, or positive feedback — and will do our best to address it promptly.

In the first instance, we encourage you to raise your feedback directly with a member of our team. Often, concerns or ideas can be resolved quickly through open kōrero.

This procedure is available on our website and displayed on the wall in our building where people can walk in and access it.

Complaint Process
If you wish to make a formal complaint, this can be done verbally or in writing. Our process is outlined below:

1. Contact Us:

  • Phone: 022 349 3503 – a team member will take your details and refer the matter to our Complaints Officer.
  • Email: info@neverthelessnz.com – to contact the Complaints Officer directly in writing.
  • Anonymous: Use our online anonymous complaints form here: https://forms.gle/2om6rpQiNXRnNJh57

2. Acknowledgement:
You will receive a written acknowledgement of your complaint within five (5) working days of it being received (unless it is anonymous, in which case acknowledgement may not be possible).

3. Investigation:
We will carry out an internal investigation to understand the nature of your complaint.
You may be contacted for further information or clarification during this process (if contact details are provided).

4. Outcome:
Once the investigation is complete, we will provide you with a written response outlining the outcome of your complaint and any actions taken (unless the complaint is anonymous, in which case outcomes may be summarised publicly or through general updates).

Our Commitment

  • We will treat all complaints seriously, respectfully, and confidentially.
  • We will keep all parties informed throughout the process where contact is possible.
  • We will take immediate action if safety risks are identified.
  • We will aim to resolve matters in a timely manner.
  • All complaints and outcomes are recorded, reviewed by leadership/governance, and discussed regularly to identify themes, guide training, and inform service improvements.