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Complaint Process

We are committed to providing appropriate and considerate support and advocacy for people affected by ME/CFS and to providing a positive working environment for our staff. We encourage anyone to get in touch with us to let us know if anything has not gone well so that we can put things right and improve for the future. We welcome this feedback in the form of a formal complaint, or as informal comments.

Our definition of a complaint:

  • An expression of dissatisfaction from an individual or a group with the standard of support, service, actions, policy, or position of MECFS Canterbury, or our employees or volunteers.

How to complain:

  • In the first instance, please contact the person that the complaint relates to.

  • If the matter cannot be resolved, or if you would prefer, please prepare a written description of your complaint, and send to the Manager, or if the complaint relates to the Manager, send to the Chairperson.

  • You will find our email and postal addresses on the Contact Section of our website.

What to include in your complaint:

  • What went wrong

  • When and where it happened

  • Who was involved

  • What you want from your complaint

  • Your name, address, and contact details (telephone and/or email).
    Unless you wish to remain anonymous and accept that this will result in limitations on our investigation and response.

You have the right to expect that: 

  • Complaints will be treated with appropriate confidentiality. Information will only be shared with people necessary to complete the investigation into the complaint and to determine our response.

  • You will always be treated with respect.

  • At any point, all parties have the right to have their whānau support and/or supervisors and/or advocate present in any meetings related to the complaint.

What happens when you complain?

  • The person you have raised the complaint with will discuss the complaint with you within two working days of them receiving the complaint. Please be aware that the majority of our team work part time, so there may be a delay in your complaint being received.

  • All complaints are reported to the Manager within 24 hours of receipt.  
    For matters involving the Manager, the complaint will be reported to the Chairperson.

  • A formal investigation and response process will be initiated if you or the person contacted require it:

    • We may be in touch again to ascertain further information or facts and are likely to contact any other people involved.

    • We will tell you when we plan to come back to you with a response.

    • An independent mediator will be engaged if needed.

    • We will provide a full and formal response in person and/or by letter if this is appropriate or requested.

    • Our response will detail findings of our investigation and state what actions and changes have been put in place.

  • If the matter is significant, the complaint and response will be tabled at the next Committee meeting in a confidential manner.

What happens if I am not satisfied?

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