Complaints Procedure

Contact Details for Complaints:

Written complaints may be sent to CMF NZ at PO Box 40329, Upper Hutt 5140 or by e-mail to tania.jones@cmf.nz 

Verbal complaints may be made by phone to CEO or in person to any of CMF NZ’s staff, volunteers or Board  at any of our events or activities. 

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have. 

Complaints received by telephone or in person need to be documented. The person who receives a complaint by phone or in person should: 

  • Write down the facts of the complaint 
  • Take the complainant's name, address and telephone number 
  • Note down the relationship of the complainant to CMF NZ (for example: student, member, donor, stakeholder) 
  • Tell the complainant that we have a complaints procedure 
  • Tell the complainant what will happen next and how long it will take 
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words. 

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. 

Whether or not the complaint has been resolved, the complaint information should be passed to the CEO and/or Vice Chair as the nominated Board member within ten working days. 

On receiving the complaint, the CEO and/or Vice Chair as the nominated Board member will record it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. 

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond. 

Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached. 

Ideally complainants should receive a definitive reply within thirty working days. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. 

 

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.  

  

Stage Two  

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the Chairperson.  

  

The request for Board level review should be acknowledged within five working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.  

  

The Chairperson may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.  

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.  

  

The person who dealt with the original complaint at Stage One should be kept informed of what is happening.  

  

Ideally complainants should receive a definitive reply within twenty working days. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.  

  

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.  

  

The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.  

  

External Stage  

The complainant can complain to the Charity Commission at any stage.  

Information about the kind of complaints the Commission can involve itself in can be  

found on their website at: https://charities.govt.nz/charities-in-new-zealand/making-a-complaint/  


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