Complaints Procedure

If you have a complaint:

  • In the first place, please discuss your concerns directly with the Counsellor.

  • If this does not resolve your complaint or if you ware unable to talk with the Counsellor, please contact the Team Leader on 09 425 8130. The Team Leader will investigate your concern and contact you with the outcome. Our aim is to resolve your concern within 10 working days.

  • If following discussion with the Team Leader the concern is not resolved and you wish to make a formal complaint, you should put your complaint in writing to the APS Chairperson, PO Box 398. Warkworth 0941. You are encouraged to make your complaint factual and concise and focused on the problem not the person. If you require it, we will provide you with assistance in formulating your complaint. The Chairperson will advise the client of the outcome within 10 working days.

  • If you consider your complaint is not dealt with satisfactorily you can put an appeal in writing to "The National Coordinator, National Network of Stopping Violence Services, PO Box 6721, Marion Square, Wellington'. The National Network will investigate the complaint process and advise you of the result.

  • Abuse Prevention Services will make every effort to resolve client complaints within a maximum of a three month period.