Contact

Complaints & Feedback / Tō kōrero

Your Voice Matters

At ANCAD, we value open communication and continuous improvement. If you have feedback, concerns, or a complaint about our services, we want to hear from you. Your input helps us provide safe, respectful, and effective support for whānau and communities.

Your Rights

• You have the right to raise a complaint without fear of disadvantage.
• You can bring a support person or representative (e.g., lawyer, advocate, whānau member).
• We will treat your complaint seriously, confidentially, and in line with the Privacy Act 2020.
• If your complaint involves family violence risk, we will prioritise your safety.

How to Make a Complaint

You can contact us in the way that works best for you:

• Online Form: [Submit a Complaint]
• Email: info@ancad.org.nz
• Phone: 0800 426 223 (business hours)
• In Person: Visit our office or outreach sites for a paper form.

Need language support, accessibility assistance, or cultural guidance? Let us know—we’re here to help.

What Happens Next

• We acknowledge your complaint within 3 working days.
• We assess and respond within 10 working days, and aim to resolve within 20 working days.
• If more time is needed, we’ll keep you informed.
• You’ll receive a written outcome and information about next steps.

Safety First

If your complaint relates to family violence, we will:

• Complete a safety assessment.
• Develop a safety plan with you.
• Connect you to appropriate support services.

If You’re Not Satisfied

You can escalate your complaint to:

• Te Kāhui Kāhu (Social Services Accreditation)
• Health & Disability Commissioner (for health/disability services)
• Privacy Commissioner (for privacy concerns)

Links:

• Te Kāhui Kāhu
• Health & Disability Commissioner
• Privacy Commissioner

Continuous Improvement

We use complaints to improve our services. Changes made because of feedback will be shared in our Your Voice Matters updates in newsletters and on this page.