Commitment to Quality

At Connect we work hard to provide an efficient and effective service in a helpful and courteous manner. We welcome and value your comments and suggestions on the service that you receive, as this will help us to plan for the future and improve services for other clients and their families.

The more feedback we get about the services we provide, whether that is positive or negative, the more responsive we can be. We aim to give close attention to all comments and suggestions received.

Who do we want to hear from?

We would like to hear feedback from you if you are a client of a service, a friend, family/whanau member, a staff member, a service provider or anyone with an interest in the management or development of the organisation.



Who do you talk with?

If you have feedback regarding the service, please speak to, write to, email the staff member that you have been dealing with. If you are not satisfied with the response from them, or you would prefer not to talk directly with the person that provides service to you, contact the:

– Team Leader
– Service Manager
– Service–User Coordinator (antony.couch@connectsr.org.nz)

If you are still not satisfied with the response, or you prefer to give more formal feedback, you can contact the CEO, Lorna Murray. All of these people can be contacted using our address, or if you wish, you can use this form. The more specific the information that you can give to us, the more that we can use it to develop services. When appropriate, we discuss compliments, comments and feedback in a monthly forum.



What will happen if you make a complaint

Connect takes complaints very seriously. You can make a complaint anonymously, but we will not be able to give you any feedback about any action that we might take.

When you make a complaint, it will be acknowledged in writing within 5 working days. Connect will investigate the complaint, which may include meeting with you with a support person if you wish.

You will be notified of the outcome of the investigation and of any action taken within 30 days of making the complaint. If an outcome is not reached within 30 days, you will be kept up to date with progress at least every 30 days until an outcome is reached. If you are unhappy with the outcome, you can ask that the outcome be appealed at the next level of management in the organisation. If you are still unhappy once the complaints procedure has been completed you can receive support from the agencies listed below.