Giving and receiving feedback

Barrier Free NZ Trust endeavours to provide a professional service and to treat everyone with respect and courtesy.

Praise and appreciation is shared and celebrated, just as complaints are investigated and resolved. We welcome feedback as an opportunity to improve our practice.

Do you have praise to share?

Do you have a complaint about an aspect of our service?

  • Email your complaint to ceo@barrierfreenz.org.nz
  • Alternatively call Lorraine Guthrie (CEO) and talk through your complaint 04 915 5848 
  • Your complaint will be investigated in a timely manner
  • You will receive a response from our CEO, outlining the findings of the investigation and the proposed method to resolve your complaint, if upheld
  • The substance of your complaint and the resolution will be reported at the Trust Board at their next meeting.  The Trust minutes will record receipt of your complaint.  No names will be recorded to ensure privacy of all concerned.
  • If your complaint relates to either the CEO or Trust Chairperson, address your complaint to the Trust Board and send to PO Box 25 064 Panama Street, Wellington 6146 marked confidential

What to do if you are unsatisfied with the resolution proposed?

  • Write formally to the Trust office, address to the Trust Chairperson, outlining in detail your complaint and why you are dissatisfied with the action taken
  • The Trust Chairperson will investigate and make a recommendation to the Trustee Board
  • You will receive the Trust Board’s response in writing

What other avenues are available to you?

  • There are government agencies such as the Privacy Commission (0800 803 909), who may be able to assist you