It’s important to WellStop that everyone has the best possible experience when they use our service. We take feedback and complaints seriously. Below is some information about providing feedback or making a complaint. You can also request a copy of our full Feedback & Complaints Policy at any WellStop office or view it here.
Who can make a complaint?
Anyone who interacts with WellStop’s service can provide feedback or raise complaints with us. This includes Children, Youth, or Adults who receive WellStop services, as well as their family members, whanau, and support people. If you don’t feel comfortable discussing your concerns with WellStop, you can ask a support person to make a complaint on your behalf.
Your rights when making a complaint
When making a complaint, you have the right to:
participate in the process.
access support and advocacy.
have a full right of response.
a fair and impartial investigation and decision.
not be adversely treated for making a complaint.
How do I make a complaint?
You can make a complaint verbally or in writing to the relevant manager. Just ask to speak with the Regional Manager or ask for their contact details. If you’re not sure where to go, contact us on the details at the bottom of this form. To ensure we can best handle your complaint, we encourage you to use this complaints form. You have the right to have a support person or advocate with you when you make a complaint.
Can I give feedback without making a complaint?
Yes. We welcome feedback about our service. If you feel that there is something we could be doing better, or something we’re doing really that you’d like us to know about, please feel free to raise this with your clinician or ask to speak with a manager. Where feedback is of a serious nature, or is clearly intended as a complaint, WellStop will treat it as a complaint.
What happens to my complaint?
Where possible, WellStop will seek to resolve complaints constructively. This could involve a discussion with the relevant Manager, or a discussion with your Clinician mediated by their Manager. In other cases, WellStop may conduct an investigation into your complaint to find out more information about what happened. You may be contacted to provide further information and will be advised of the outcome of the investigation. Please be aware that if your complaint is about a person, they will have the right to see a copy of your complaint. If we are not able to fairly investigate a complaint, it may be treated as feedback.
How is information about my complaint managed?
Information about your complaint will be handled in accordance with the Privacy Act 2020. Your complaint and any documents related to it will be saved in a confidential Complaints Register. You have the right to request a copy of this information at any time. Your information will be stored on the register for a period of 10 years and then destroyed. Where a complaint relates to a child until 10 years old, we will retain a copy of the complaint until the child turns 20.