Dream South D welcomes feedback, including complaints, as an opportunity to address wrongs and to learn and improve. We want complaints to be heard and treated in a way that preserves the mana of everyone involved and that is timely, fair and equitable.

Work through the steps below until you reach a point where both you and the other party are satisfied with the resolution. We are happy to help you throughout the process - your voice is important.

Step 1 - Approach the person directly about the problem in the first instance. Identify any actions to be taken as an outcome of the discussion.

Step 2 - If you are not satisfied, contact the Chair of the Dream South D Trust. If the Chair is the subject of your complaint, contact another Trustee of the Board. The Chair will arrange for you to have any support needed to document your complaint in writing. Your complaint is a private document and will be seen only by the Board, an independent mediator (if used) and the person named in your complaint. The Chair will let you know when your complaint will be discussed by the Board.

Step 3 - The Chair notifies the person about your complaint and gives them an opportunity to respond. The Board discusses the complaint and response at its next meeting. If the Board is unable to resolve the complaint, it moves to Step 4.

Step 4 - The Board brings in an independent mediator to hear from you and the person named in your complaint. You will be consulted on the dates, with every effort made for the meeting to take place within two weeks of the Board’s meeting in step 3. If mediation is not successful, the complaint moves to Step 5.

Step 5 - Three Trustees of the Board, including the Chair, meet with you and the person the complaint is about, together with an independent mediator as facilitator. You will be consulted on the dates, with every effort made for this meeting to take place within two weeks of the previous meeting. The Trustees make a final decision and direct any action to take place.

Step 6 - Within one week of the previous meeting, the three Trustees report their final decision back to you, the person complained about, and the rest of the Board.

Some other things to know about making a complaint:

• You have the right to have your advocate or whānau/family support present at any step.

• At all points in the process any conflicts of interest by anyone involved will be reviewed.

• A record of the complaint will be kept confidential to the Board of the Dream South D Trust.