Complaints & Compliments

Why make a complaint?

If you are not happy with your experience with Dayspring, in any way, we want to know. Your feelings are important and you have a right to share them.

We welcome comments, suggestions and complaints from all tangata whaiora and whānau, and their welfare guardians about the care and support we provide.

If we don’t know, we can’t improve, so we see complaints as an opportunity to examine and improve the quality of our service for everyone.

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Who to complain to?

All complaints are handled equally no matter how big or small they are. The emphasis is on resolving the problem. If you see or hear something that you know is not right or makes you feel uncomfortable, please talk to a staff member, the Team Leader or CEO.

Complaint process

After you have made your complaint to a staff member, Team Leader or CEO:

  1. We will acknowledge and investigate your complaint within 5 working days and get back to you in writing with a resolution

  2. If more time is needed to investigate your complaint then allow 20 working days.

  3. If your complaint cannot be resolved within 20 working days, we will write to you to explain why.

  4. If the complaint takes more than 20 working days, you will be given written updates every 20 days by the Team Leader or CEO

  5. If you are not satisfied with the resolution, you can take the complaint to the following:

  • Dayspring Trust Board Chair

  • The Health and Disability Commissioner / Health and Disability Advocacy Service on 0800 555 050 or advocacy@hdc.org.nz

The Nationwide Health and Disability Advocacy Service offers free, independent, and confidential advice and support to help you resolve issues with health and disability services.

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Compliments process

At Dayspring, we believe that recognising and appreciating your positive feedback is crucial to our mission. Compliments not only boost morale but also help us understand what we are doing right and how we can continue to improve. 

This section outlines our compliments procedure, ensuring that every piece of positive feedback is acknowledged and celebrated.

How to submit a compliment

You can submit a compliment in many ways:

Online Form: Visit our website and fill out the compliments form.

Email: Send your feedback directly to:
admin@dayspring.org.nz.In-Person: Share your positive experiences with any of our staff members during your visit.

Phone: Call (09) 827 6321 and leave a message about who or what you want to acknowledge. 

Once a compliment is received:

  1. Acknowledge: We will acknowledge your compliment within 48 hours.

  2. Share: Your feedback will be shared with the relevant team members and celebrated within the organisation.

  3. Recognition: Compliments may be featured in our newsletters or on our digital platforms, with your consent.

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Our Commitment

We are committed to:

Transparency: Keeping you informed about how your feedback is being used.

Continuous Improvement: Using your compliments to identify and replicate successful practices across our services.

Putting you first: Ensuring that our clients feel valued and heard.

Thank you for taking the time to share with us.

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