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Complaints

Complaints and Dispute Resolution Policy

Feedback and complaints about experiences and services are welcome, valued, and used to help identify issues or opportunities for development. PWSA(NZ) will actively seek feedback. Any feedback and complaints will be documented and stored, with data used for improvement purposes.

Complaints may relate to disagreements or allegations involving the Society, its Officers, Members, contractors or volunteers, or may relate to dissatisfaction about any public services provided. Anyone affected by actions or services of the Society can make a complaint.

All complaints will be processed according to the procedure below.

Raising a Complaint:

Before making a formal complaint, it should be considered whether the issue can be resolved through informal discussion and/or by directly approaching the person the complaint relates to.

A formal complaint should be submitted in the following way:

  1. In writing, setting out the detail of the complaint, including when the issue occurred, who was involved, and any expected response from the Society; or
  2. If written notice is not possible, a complaint may be made in another manner agreed by the Society.
  3. Directed to the Chair of the Committee or Chief Executive, and submitted using the contacts below:

Chairperson of the Committee
Cindy Adams-Vining
Email: cindy@pws.org.nz
Phone: 027 6374893

Chief Executive
Jo Davies
Email: jo.davies@pws.org.nz
Phone: 021 791391

If any support is needed with making a complaint, assistance will be made available.

Complaints will be handled with confidentiality. Information will only be shared with those who need to know to investigate and resolve the complaint. The person making the complaint (the “Complainant”) has a right to privacy, including the option not to be identified if they wish.

Receiving and Investigating Complaints:

Acknowledgement and Initial Assessment

  • Complaints will be acknowledged within 5 Working Days and include an expected timeframe for response.
  • Any complaints not submitted in writing will be documented and provided to the Complainant for verification.
  • Any conflicts of interest will be identified to ensure objectivity.

Verification and Investigation

  • The complaint will be investigated by the Committee, or by an alternative person or sub-committee appointed to act as the “decision-maker” for reasons of impartiality or other justifiable reason, with the agreement of the Complainant.
  • Further relevant information may be sought to enable the decision-maker to prepare a response.
  • All parties have a right to be heard before the complaint is resolved. Where the complaint concerns the actions of a person (the “Subject” of the complaint), that person must be advised of the details of the complaint.
  • Reasonable time, opportunity and support will be provided for both the Complainant and any Subject to be heard.
  • Complaints should be handled in a culturally appropriate manner consistent with tikanga or other relevant cultural practices.

Response and Resolution:

The Society will provide a formal written response to the Complainant within 15 Working Days. If a longer period is required, the Complainant will be informed of a new timeframe and reasons for the delay.

The written response will outline findings, any actions proposed or taken, and reasons for the decision.

The Society may decide to:

  1. Uphold the complaint by issuing an apology or other forms of redress (where appropriate) and directing any actions needed to rectify the issue or improve policies, procedures or services.
  2. Dismiss the complaint if:
    • the complaint relates to legal or regulatory compliance, and the complaint does not involve any misconduct or breaches of duty,
    • the complaint relates to services provided and the investigation does not find any fault or reduction in the expected quality of services,
    • the complaint is without foundation,
    • the conduct or issue giving rise to the complaint has already been responded to.
  1. Refer the dispute or complaint for external review if it cannot be resolved through the Society complaints and dispute resolution procedure.

Appeals and External Review

If a complaint remains unresolved, the Society or the Complainant may consider referring the matter to an arbitral tribunal or independent mediation, provided all parties consent and agree on any associated costs.

If the Complainant wishes to escalate the complaint, the Society will advise on the relevant regulatory or professional bodies for appeal.

Complaints Officer: A designated person will be responsible for the implementation of this policy.

Policy reviewed:   March 2026
Next review due:   March 2029