Page 17 - FW Resolution Servics Welcome Book

Your Opinion Matters
Your compliments, complaints and suggestions help us improve our service
We value your feedback
If you are unhappy with any aspect of the service or your experience with Family Works, you have every right to complain or make suggestions about how we could improve.
Your feedback helps us understand what we’re doing well and what needs to improve.
You can provide feedback by talking with a member of our team, completing our evaluation form (everyone who uses our services receives one of these), emailing us, contacting the general manager of Family Works Central, or providing feedback using our formal complaint and suggestion process.
Formal complaints process
You can make a formal complaint or suggestion either verbally or in writing.
If you are giving feedback verbally, we suggest you contact the regional manager initially. However, you may also choose to speak with Family Works Central’s General Manager by calling 04 439 4900.
To make a formal complaint or suggestion in writing, record your comments and deliver to Family Works via the contact details on the following page.
It’s helpful to include as much detail as possible, as well as an indication of what you would like to see happen. If you would like us to follow up with you please include your name and contact details.
All of our family dispute mediators are accredited by a professional body called an Alternative Dispute Resolution Organisation (ADRO). If you have any concerns or issues and wish to make a formal complaint about the conduct or professional practice of a mediator, you can contact their accrediting body. The three ADROs operating in New Zealand are:
• The Arbitrators & Mediators Institute of New Zealand (AMINZ )
• Resolution Institute
• New Zealand Law Society
Simply give us a call on 0800 737 6583 and we can easily check which body they are accredited with and give you the contact details.