Raising concerns with our service
Have feedback or a complaint? While we always try to get it right sometimes this is not the case. So, if you have feedback or a complaint about the service you have received, you can contact us. We will look into your concerns and get back to you.
What should I do first?
As a first step, contact the staff member you have been dealing with and explain your concerns. That staff member will try to resolve the matter straight away. If they can’t, they may refer your concerns to our General Manager to consider. You can also contact our General Manager yourself.
How do I send a complaint?
You can write to us with the details of your complaint, email, or contact our General Manager to discuss your concerns. Contact us:
- By submitting our online form below.
- By post: PO Box 34 892, Birkenhead, Auckland 0764
- By email: office@grg.org.nz
- By phone: 0800 GRANDS (0800 472 637)
Please provide a short, clear description of the reasons for your complaint together with any relevant supporting documents.
Next steps
If you have sent us a complaint and given us an email address, we will send you an email confirming we have received your complaint within 5 working days. Otherwise, we will write to you acknowledging your complaint.
We will look into your complaint and contact you to work through the issue. You should expect a response from us within 10 working days. If we need to take longer because, for example, we need to get additional information or it is a detailed matter, we will let you know. We will keep you updated about the progress of your complaint at least monthly.
What should I do if I am not satisfied with the outcome of the complaint?
If you are not satisfied with the complaint outcome, you can appeal the outcome to our Board. To appeal the decision, email our Board Chair at chair@grg.org.nz
You can also make a complaint to Te Kāhui Kāhu if you believe we have not met the Social Services Accreditation Standards. To make a complaint about us to Te Kāhui Kāhu, visit their website at https://www.tekahuikahu.govt.nz/contact-us/complaints/providers