The DIAA Trustees have developed a comprehensive set of policies, guiding the operations of the Trust and the delivery of DIAA-supported programmes and projects.
The purpose of this policy is to promote common sense resolution of complaints by DIAA partners or any people participating in DIAA-supported programmes (“clients”). The full text of our policy is included below.
Contact us now if you wish to make a complaint by completing our feedback form here.
Client Services Complaints Policy
Revised 1 July 2020
The purpose of this policy is to promote common sense resolution of complaints by partners of the Digital Inclusion Alliance Aotearoa (DIAA) or any people participating in DIAA-supported programmes (“clients”).
This policy applies to everyone involved in delivering services provided by or endorsed by Digital Inclusion Alliance Aotearoa (“DIAA”), including – trustees, contractors and volunteers (“providers”).
Often the quickest and most satisfactory way of dealing with complaints is for clients to deal directly with the partner or person who provided the service. This gives the provider and the client the opportunity to discuss the matter to come to a quick resolution. It also enables both parties to understand the issues and assists in ensuring that mistakes are not repeated.
Client service complaints will be acknowledged within five (5) working days of receipt.
Within ten (10) working days of receiving a complaint, the Operations Director will determine whether the complaint requires further investigation, will start an investigation if one is needed, and decide how much, if any, additional time is required to resolve the complaint.
The client will immediately be informed of the action taken, and the expected time before resolution.
If the complaint cannot be resolved to the satisfaction of both parties, the complaint will be referred to Trustees, who will take responsibility for resolving the situation and where considered necessary, ensuring steps are taken to prevent the situation causing the complaint from being repeated.
The Chair of the Trust will communicate the outcome of the complaint to the complainant and inform them of the remedial actions being taken.