Raising concerns with our service

While we always try to get it right, sometimes this is not the case.

So, if you have questions 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 & resolve this matter straight away. If they can’t, they may refer your concerns to our Programmes Manager to consider. You may also contact our Programmes Manager yourself.

What do I do if I have a question?

If you have a query, you can contact us and we will discuss this with you.

How do I send a complaint ?

You can write to us with the details of your complaint, email or call us.

Contact us:

By post: PO BOX 5188, Rotorua West, Rotorua 3044

In person: 48 Bellingham Crescent, Fordlands, Rotorua 3015

By email: programmes@fordlands.co.nz

By phone: 07 343 9691

Please also 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. 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 1-3 weeks. 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 in writing.