Feedback & Complaints at BGI
Your feedback, ideas and any complaints help to inform and improve our mahi at BGI. Rangatahi, their whānau and other service users have a right to complain and should have access and support to the complaints process. If complaints are made against a staff member, or programme, BGI wants to ensure its complaints process upholds the mana of all the members involved including the complainant and the staff member who has received the complaint.
When dealing with any complaints, BGI applies the following principles:
Learning and growth: BGI promotes a culture where feedback and complaints are received positively. They are seen as an opportunity for growth and improvement of BGI and our services.
Respect and privacy: People who complain can expect to be treated with respect and dignity. Their views and privacy will be respected.
Protection of rights: As part of the complaints process people will be advised of their rights to:
o participate in the process
o have access to advocacy and support
o a fair and impartial review of their complaint
o to be treated with respect
Timely manner and early resolution: BGI focus on addressing any complaints in a timely manner, in order to promote a positive outcome, prevent escalation and relationship deterioration. Where possible, complaints are addressed as they are raised.
Transparency: BGI will advise those complaining of the complaints process and time frame of resolution. Complainants will be involved in the process where appropriate and be informed of BGI’s ability to respond.
Feel free to fill out the feedback form below.