Complaints about providers
We take all complaints seriously and action them immediately. If you make a complaint, we'll treat you with respect and in a professional manner.
First, talk to the provider
Try and resolve your concern directly with the provider first.
All accredited and approved providers should have a complaints process, with information on how to make a complaint and what they will do to respond.
Choose the right organisation for your complaint
If the provider can’t resolve your complaint, or you’re not comfortable raising it with them, you may need to contact us or another organisation.
Te Kāhui Kāhu manage complaints about providers that may not be meeting the standards for accreditation or approval. Other organisations are responsible for handling different types of complaints.
We encourage you to consider who the most appropriate organisation is to make a complaint to. The New Zealand Ombudsman provides a list of organisations who may be able to help.
Complaints A-Z - Ombudsman external
If you are a child or young person, and you want to complain about an Oranga Tamariki care or custody service, you can make a complaint to the Ombudsman through their Nau Mai website.
Tell your story - Nau Mai external
Contact us
You can make a complaint to us by completing our online form. You can identify yourself, or remain anonymous – it’s your choice. We can only follow up with you if you identify yourself.
Online complaints form external
What we will do when we receive your complaint
If we need to follow up your complaint with a provider, we’ll let them know and give them a chance to respond. We’ll inform the provider of the outcome of our process and any decisions.
We’ll also update you in writing on what actions we have decided to take, unless you’ve asked to remain anonymous.
Sometimes we may not be the right place for your complaint, or we may need to share the complaint with other government agencies. If that happens, we’ll also let you know.
If you're not satisfied with the outcome of a complaint
If you made a complaint or a complaint was made about you, and you're not satisfied with the complaint outcome, you can appeal it.
You have 10 working days from receiving our written decision to appeal it if you’re not satisfied.
To appeal, email our General Manager at accreditation@tekahuikahu.govt.nz.
If you're not satisfied with the General Manager’s decision, you can write to the Ministry of Social Development’s Deputy Chief Executive (People & Capability).
Making a complaint - Ministry of Social Development external
If you’re still not satisfied with the Deputy Chief Executive’s decision, you can contact the New Zealand Ombudsman for an independent review.