Statement of Complaints

Youthline Centres aim to foster good working relationships between employer, employees, volunteers, contractors and Youthline’s Clients. We will manage any complaints with honesty and realness reflecting Youthline’s values and seeking the best possible resolution for all, whilst keeping in mind Youthline’s Code of Ethics. This process is intended to comply with the Health and Disability Commissioner’s Code of Health and Disability Services Consumers’ Rights Regulation 1996.

Providing feedback

Youthline is a learning organisation and is committed to continually improving our services for young people and the wider community. We welcome your feedback as an opportunity to learn and grow.

In the first instance, we encourage you to speak directly with a member of our staff. Often, concerns or suggestions can be addressed and resolved quickly through open communication. We will do our best to resolve any feedback as promptly as possible.

Complaint process

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

1. Contact us:

Phone: 09 376 6645 – a member of our team will take some initial details and refer the matter to our Complaints Officer.

Email: complaints@youthline.co.nz – to contact the Complaints Officer directly in writing.

2. Acknowledgement:

You will receive written acknowledgement of your complaint within five (5) working days of it being received.

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.

4. Outcome:

Once the investigation is complete, we will provide you with a written response outlining the outcome of your complaint.