Get in touch

Karanga mai

We’re always happy to chat! Get in touch with the team here, or come and see us to see if Step Ahead is right for you.

Step Ahead is always looking to welcome new members, and is happy to answer questions if you or someone you know is considering joining.

You can call us during business hours (Monday to Friday, 9am to 5pm), email or text us at any time, otherwise you can send a message in the form in this page and we will get back to you as soon as possible.

 

Free phone: 0800 688 732
Text Stanmore Road: 022 173 1673
Text Puriri Street: 022 038 3721
Email: info@stepahead.org.nz
Facebook: https://www.facebook.com/stepaheadtrust

Complaints Procedure

Step Ahead aims to provide a safe and supportive environment, so if there is something you are not happy with please talk to a staff member. We will welcome your complaint, as it helps us to improve our standard of service or uncover a problem.

Resolution of Issues and Problems

If you are unhappy about any service you have received at Step Ahead Trust, it is best to talk to, or write directly to, the person who provided the service, or to the CEO as soon as possible. Making a complaint may help to prevent a similar thing happening to someone else and may lead to an overall improved service.

Suggested ways to let us know about your complaint:

1. You are welcome to approach any staff member to discuss the issues.

2. This discussion will remain confidential unless;

    • The member wishes to take the matter further and involve others.
    • The matter concerns the safety of the member or any other person.

3. Issues concerning a staff member should be taken to the CEO as soon as possible.

4. Members may discuss any concerns they have with members of the Trust Board.

5. Where a problem or issue remains unresolved using the processes listed above, a formal complaint may be made either verbally or in writing to the CEO. Download our Complaints Form, complete and return to Step Ahead.

6. If you feel uncomfortable doing this, or you would like guidance, you can request the support of an independent Health and Disability Advocate, by phoning (03) 377 501 who is trained to help people in your situation. This service is free.

If you are unhappy with the decision, you can make a complaint directly to the Health and Disability Commissioner. Please contact the Commissioner by:

For more information about complaints contact the Health and Disability Commissioner.