Strong Voices

IDEA Services and Choices NZ introduced a refreshed complaints policy this year as part of an ongoing commitment to providing a quality service.

We know that a robust and easy- to-use complaints process is an important part of providing a quality service.

“We welcome all feedback, including complaints, because we want to put things right where we have got things wrong, and we welcome the opportunity to do better,” says National Manager Quality Helen Sinclair. “We are reminding all staff that people we support have a right to make a complaint – this can be directly from a person with an intellectual disability in our services, from their family/whānau or on their behalf.”

This also follows a Whaikaha commissioned review on the handling of complaints by IDEA Services and Whaikaha that was published in October 2023. IDEA Services welcomed and accepted recommendations in the report to not only improve IDEA Services’ policies, processes and practices for managing complaints about the delivery of disability support services but also its wider view of sector change.

The Review found that IDEA Services’ complaints process was fit for purpose and while the Review did not identify any major concerns relating to our complaints process, there was room for improvement.

IDEA Services engaged law firm Duncan Cotterill to provide external oversight and a review as part of the next steps to improve managing complaints.

We consulted widely and are now confident that our refreshed complaints policy is even better.

Duncan Cotterill has also confirmed that all the other recommendations for IDEA Services have been met through:

• an updated Conflicts of Interest policy,
• the publication of a refreshed ‘What you can expect’ booklet for people using our services and
• increased communications with and updates with individuals, family members, members and staff.

Many of the recommendations sat with Whaikaha and the wider sector. Now that the responsibility for disability service funding has transitioned to the Ministry of Social Development we are pleased to see that this is part of their ongoing work programme.

Making a complaint

There is clear information on each of the IHC websites (IHC, Accessible Properties, Choices NZ and IDEA Services).

Our commitment to complainants includes:

• Conducting all complaint communications in a polite, respectful and mana-enhancing way
• Ensuring a zero tolerance of any form of retaliation for those raising concerns
• Ensuring we do everything possible to resolve the concerns being raised.

The updated complaints policy aligns with the Code of Health and Disability Services Consumers’ Rights. We have refreshed the information made available to the people we support and have ensured family/whānau know of the process and what they can expect when making a complaint. As part of this process we have updated our complaints training for all staff.