Complaints and Concerns

We value your feedback and are committed to providing a safe and enjoyable experience for all visitors. If you have concerns about our programmes, staff, or facilities, we encourage you to follow our complaints process:

1. Speak with the Programme Supervisor

 If you have a complaint, please first approach the Programme Supervisor. They will do their best to address your concerns and find a resolution.

2. Escalate to the Recreation Services Manager 

 If you are not satisfied with the resolution, you may escalate your complaint by emailing the Recreation Services Manager.

3. Submit a formal written complaint

If the matter remains unresolved, you can submit a written complaint outlining:

  • Details of your concern
  • Any previous steps taken to resolve the issue
  • Your desired outcome

The Recreation Services Manager will acknowledge your complaint and provide a response within 14 days. We aim to work with you towards a fair and reasonable resolution.

4. Further escalation

If you wish to take your complaint further, you can contact Te Kāhui Kāhu – the Social Sector Accreditation Team, which oversees our OSCAR accreditation. Visit www.tekahuikahu.govt.nz for more information.

 

For any other general feedback or inquiries, please feel free to contact our team. Your input helps us improve our services.

 

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