Contact

Email info@dunedincommunitymediation.org.nz

or

Call us on 0800 112 462

Making a complaint

We’re sorry things didn’t go as planned. We take your feedback seriously and are committed to resolving your issue quickly and fairly. 

We urge all people engaging with DCM to raise any concerns early so that issues may be resolved informally through discussion and joint-problem solving. 

To make a complaint

Contact our Manager for a chat about your concerns:

What we need

All formal complaints must be in writing and include the following:

  • The issue/s being raised
  • A clear description of what happened
  • Relevant dates
  • Names of the people involved
  • A suggestion for how you would like to see your complaint addressed.

What happens next 

You will receive an email acknowledging receipt of your complaint within three-working-days.

As part of any investigation that follows, you will be contacted and invited to a meeting with one or two of the Complaints Committee members to discuss your complaint. You can have a support person or representative in the meetings at any time in the complaint process.

The aim is to complete the investigation process within four weeks. You will be notified if this isn’t possible and given a revised time-line.

If you’re not satisfied

If you are not satisfied you have the right to appeal this decision to the Dunedin Community Mediation Board. Your appeal must be submitted in writing to the Board no later than 4 weeks from the date you received the Complaints Committee decision.  

If you remain unsatisfied and wish to take the complaint further, you have the right to take the matter to an external agency, such as Charity Services, Legal and Independent Dispute Resolution services, or Specialized Commissions. Community Law Otago or Citizen’s Advice Bureau Ōtepoti Dunedin may be able to assist you with your options. 

Accessibility and support

Please let us know if you require any specific assistance engaging with our complaints process. We will work with you where we can to make the process as accessible for you as possible.