Complaints Handling Policy

Purpose of this Policy

1. The purpose of this policy is to set out how Mana Tipua deals with notifications of concern and complaints to ensure that kaimahi, kaitautoko, kaiawhina, rangatahi, and members of the public know how to raise concerns and complaints and understand how they will be dealt with. On the reception of a Complaint:
2. The Board of Mana Tipua will form a Complaints Subcommittee, with the most appropriate Board members available at the time. The committee will assist the Kaiwhakahaere Matua or Kaiwhakahaere Pakihi to address complaints and notifications of concern as they arise. The subcommittee: a. will comprise of the Kaiwhakahaere Matua/Pakihi (if appropriate) and at least two Board members, with the members of the subcommittee being fluid to avoid any actual or perceived conflict of interest; b. will ensure appropriate space is given to Māori voices, in terms of cultural safety for the parties involved; and c. will maintain a confidential list of complaints and concerns and report back to the Board regularly on progress and with recommendations for change (where appropriate). Some Definitions
3. A “complaint” is a formal notification to the Kaiwhakahaere Matua or Kaiwhakahaere Pakihi and/or Board Chair. A complaint: a. Will ideally be in writing, but can be communicated orally (and in any language) to either the Kaiwhakahaere Matua/Pakihi or the Chair, or both; b. Can be brought by multiple people; c. Can be about a Mana Tipua staff member or volunteer, or both; and d. Can be made by any person/s, whether they are external to Mana Tipua or a staff member or volunteer with Mana Tipua.
4. A ‘notification of concern’ is something that may not be considered a complaint, but could become a complaint in the future and/or raises concerns for Mana Tipua’s kaimahi, volunteers or practices to the extent that the notification of concern is adopted as an issue to be reviewed by the Kaiwhakahaere Matua/Pakihi and/or Complaints Subcommittee.
5. The “Early Resolution Process” is run by the Kaiwhakahaere Matua/Pakihi with the assistance of the Subcommittee, or another appropriate person appointed by the Subcommittee in the event the Kaiwhakahaere Matua/Pakihi has a conflict of interest or needs support.

What this Policy applies to

6. This Policy applies to notifications of concern or complaints from members of the public, other organisations, or Mana Tipua volunteers about any aspect of Mana Tipua’s operations or governance.
7. This Policy may also apply to a complaint by a staff member of Mana Tipua about a staff member, volunteer or operational/policy decision of Mana Tipua, if their complaint does not constitute an employment relationship problem (which is defined in every staff member’s employment agreement).
8. In some circumstances, a complaint about a staff member of Mana Tipua may be dealt with under both this Policy and as an employment relationship problem, or solely as an employment relationship problem where appropriate. Principles
9. The following principles will guide Mana Tipua in the handling of complaints: a. Tauwhirotanga — relationships are upheld in compassion, reciprocity, and respect. b. Tika & pono — The complaints handling process is as effective, safe, confidential and accessible as possible. All complaints will be addressed in a fair and equitable, objective and unbiased manner throughout the complaints handling process. Issues of conflict of interest will be identified early on to ensure objectivity. c. Visibility: Information about the process for making a complaint and the complaints process will be clear, accessible and well publicised. e. Confidentiality — Confidentiality relating to the complaint will be safeguarded so far as reasonably practicable including the person(s) to whom the complaint is addressed. f. Responsiveness — All complaints and notifications of concern will be taken seriously and handled as swiftly as practicable. All complainants will be treated courteously and kept updated on the progress of their complaint through the complaints-handling process. g. Respect—All complainants will be treated respectfully, whether it is felt the complaint is justified or not. Early Resolution Process
10. It is envisaged that the Kaiwhakahaere Matua/Pakihi, with the assistance of the Chair where necessary, will take reasonable steps to conduct an initial review of complaints and attempt to informally resolve issues before deciding whether to forward them to the Board Chair for further action. In making this decision, the Kaiwhakahaere Matua/Pakihi will consider whether the notification of concern or complaint can be resolved informally, and take steps to do so, before reporting the outcome to the Subcommittee.
11. If the Kaiwhakahaere Matua/Pakihi considers that the notification of concern or complaint is vexatious or frivolous, or made in bad faith, the Kaiwhakahaere Matua/Pakihi may determine to take no action, but only after consulting the Chair or the Subcommittee.
12. The Kaiwhakahaere Matua/Pakihi will be authorized to take other steps to intervene in order to resolve issues before a formal complaint is made, including convening informal hui and discussing issues with the parties. If the Kaiwhakahaere Matua/Pakihi believes the issue to be resolved, that must be communicated to all parties and followed-up to ensure the parties understand and agree to the outcome. Complaints Handling Procedures
13. Complaints about staff or volunteers should be directed to the Kaiwhakahaere/Pakihi in the first instance.
14. Complaints about the Kaiwhakahaere Matua/Pakihi should be sent to the Chair of the Board: board@manatipua.org
15. Mana Tipua will respond to a complaint in the following way: a. Confirming with the complainant the nature and content of the complaint, and ensuring Mana Tipua is the appropriate body to deal with it. This should be done within a week of receiving the complaint and written acknowledgment made to the complainant. b. Confirming who the complaint is about and determining whether it should be managed under this policy or as an employment relationship problem (noting that the provisions of employment agreements and the relevant legislation will trump this policy). c. Where a notification or complaint is about a position or policy of Mana Tipua, the Subcommittee will consider the matter and report to the Board on possible responses or changes needed in the organisation. d. Where the complaint is about a person, a copy of the complaint, with as much information as is needed for the person to fully understand the nature of the complaint, will be provided to the person who is complained about. e. Mana Tipua will ensure that all parties to a complaint receive support, including during meetings or hui or at other times of stress. Parties may need to be made aware that they can seek external advice about the complaint. f. The person complained about will be requested to provide a response to the complaint within a clear timeframe. g. The subcommittee will receive and consider the response from the person complained about, and speak with any other person or entity to obtain information relevant to the complaint. h. In the event the Board considers that the complaint cannot be resolved without a perception of bias on behalf of the Board, or in any situation where the Board or the subcommittee feels external assistance is required, it will engage an independent third party to either conduct the investigation, or assist the subcommittee to conduct the investigation. i. After collecting relevant information, the Subcommittee will provide a report to the Board with a determination and recommended next steps. It may be appropriate for the Subcommittee to suggest such steps as meeting with the complainants to seek feedback on proposed outcomes, taking external advice about some or all matters raised in the complaints, to trigger a formal disciplinary process if the person complained about is an employee; or to take no further action. j. Any outcomes must be approved by the Board with follow-up to ensure proposals are actioned and all parties are notified of the outcomes.
16. If the complainants are not satisfied, a complainant will be advised: a. of any appropriate body, external to Mana Tipua, which has the ability to deal with the complaint (such as the Privacy Commissioner or Human Rights Commission); and/or b. where appropriate, the assistance of an external facilitator, agreed between the parties, will be asked to assist the parties to resolve the complaint.

Document Management and Control
Last Modified	October 2025
Review Date	October 2026