At Restorative City we are always looking for ways to improve the service we provide you. To help us with that, we may ask you for feedback on your experience. Sometimes we may need to share your feedback with the government agencies that fund our work.
We treat all complaints sensitively and seriously. Anyone who uses our services has the right to raise concerns and expect them to be heard.
We try to resolve any complaints at the earliest and least formal stage. That means, if you have concerns, please raise them with your facilitator in the first instance.
If you are not satisfied with that response or you don’t feel comfortable sharing your concerns with your facilitator, please send your complaint to the Restorative City Manager, Steph Lewis, by emailing manager@rcwt.nz.
When we receive complaints, we endeavour to investigate and resolve them complaint as quickly as is practical in the circumstances.
We consider the issues raised in any complaint or concern raised. We take steps to investigate those issues, including whether the complaint might indicate there’s an issue with our systems or processes.
Where possible we use what we learn from complaints to improve our practice as a provider and as individuals.
The complaint process is confidential, however, in some cases some information may need to be shared with Restorative City Whanganui Trust Board members and with our funders like the Ministry of Justice.
A record of all complaints is kept including outcomes, the response to the complainant and the steps taken to address any underlying issues.
All costs incurred by any parties in a complaint or dispute shall be the responsibility of the party concerned.
You may request a copy of our Feedback and Complaints Policy and Procedure.
