Children's Team complaints process

CAP illustration

The Children’s Team is committed to making things work well for you and your child and putting your child at the centre of everything we do. If you have any concerns with the team, please let us know.

All concerns or issues raised will be taken seriously and treated with respect.

In the first instance you should always talk to your Lead Professional. Alternatively, you can contact the Children's Team.

Making a complaint

Step 1: Talking about your concern

Talk to the Lead Professional who has been working with you. If you do not want to talk with your Lead Professional about your concern, ask to talk to the Children’s Team Coordinator who can give you some advice on what to do next.  If you find this difficult, ask a friend, relative or other support person to do this for you.

Step 2: Making an official complaint

If your concern is not sorted out, you can make an official complaint. Complaints can be made to any Children’s Team member in person, by phone, by email or in writing.

If your complaint is not presented in person, we will meet with you to discuss it. You are welcome to have a support person with you.

We will contact you within five working days of receiving your complaint to talk with you about how we will manage it. We will endeavour to resolve your complaint as quickly as possible and will let you know on a regular basis how your complaint is coming along.

We will inform you in person of our decision, the reasons for that decision, and the actions we propose to take. We will then send you a letter with the decision and reason for it for your personal record.

When working through your complaint, we will:

  • Treat you fairly
  • Use a straight-forward approach to fixing the issue
  • Work quickly
  • Listen to you and answer any questions you may have
  • Make sure that no one is treated unfairly because a complaint was made.

Step 3: Taking things further

If you’re not happy with how your complaint has been handled, you can contact the Children’s Action Plan Directorate at our national office:

Email: admin@childrensactionplan.govt.nz 

Post:

Children’s Action Plan
P.O Box 1556
Wellington 6140

 

What if I want to make a complaint about the way my information has been treated?

If you are concerned about privacy, the way we are using your information or have other concerns about your child and their plan and feel that you would like to lay a complaint, talk to your Lead Professional right away.

If you believe that any information the Children’s Team holds about you is incorrect, you can ask us to correct that information. If something needs changing, your Lead Professional will address it. If you do not want to talk with your Lead Professional about your concern, ask to talk to the Children’s Team Coordinator who can give you some advice on what to do next.

If, for any reason, you do not like how your information has been treated you can make a complaint to the Children’s Team. If you’re not happy with how your complaint has been handled, you can contact the Children’s Action Plan Directorate.

You can also make a formal complaint to the Ombudsman or the Privacy Commissioner. See their contact details below.

Who else can I talk to about my complaint?

The following people can help you more if you feel that you need it. More information is available on their websites:

Office of the Ombudsman

Free phone: 0800 802 602

www.ombudsman.govt.nz (external link)

Privacy Commissioner

Free phone: 0800 803 909

www.privacy.org.nz (external link)

Children’s Commissioner

Free phone: 0800 224 453

www.occ.org.nz (external link)

Health and Disability Commissioner

Free phone: 0800 555 050

www.hdc.org.nz (external link)