,REVIEW = ,:AIKAHA ( POLICIES1 PROCESSES1 & PRACTICES = MANAG+ COMPLA9TS AB ,,IDEA ,S]VICES ,LIMIT$ @.<,LOGO3 ,KATE ,%EPP>D ,*AMB]S B>RI/]S4@.> @.<,? ,UNIFI$ ,5GLI% ,BRL DOCU;T 0 PRODUC$ ON #A ,FEBRU>Y #BJBD BY ,A3ESSIBLE ,9=MA;N & ,COMMUNICA;NS ,LIMIT$1 #B_/#AC ,UPL& ,ROAD1 ,REMUERA1 ,AUCKL& #AJEJ4 ,PH"O #JI #CBJ #DAGC4 ,EMAIL M>Y@AAICOMMS4CO4NZ4 ,WEBSITE HTTPS3_/_/AICOMMS4CO4NZ_/4 ,? A3ESSIBLE =MAT DOCU;T 0 PRODUC$ F ! ,,MSD DOCU;T NUMB] ,,AF#BCAAJJH,A4 ,! "N ( ! AU?OR ( ? DOCU;T DOES N APPE> TO 2 9 ! ,^W FILE WE RCVD4 ,:AIKAHA HAS REL1S$ ! DOCU;T CALL$ ,:AIKAHA SUMM>Y & RESPONSE TO ! 8,REVIEW = ,:AIKAHA ( POLICIES1 PROCESSES1 & PRACTICES = MANAG+ COMPLA9TS AB ,,IDEA ,S]VICES ,LIMIT$04 ,:AIKAHA WRITES3 8,WE COMMIS.N$ ,9DEP5D5T ,B>RI/] ,RA*AEL #A ,S*MIDT-,MC,CL1VE TO REVIEW ! POLICIES1 PROCESSES1 & PRACTICES = MANAG+ COMPLA9TS AB ,,IDEA ,S]VICES ,LIMIT$'S 3TRACT$ DELIV]Y ( 4ABIL;Y SUPPORT S]VICES40 ,9 ? DOCU;T "! >E L9KS TO L;G WEBSITE ,,URL,'S4 ,\R APPROA* IS TO SET ^! 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CURR5T S]VICES PROVID$ BY ,,IDEA ,S]VICES2 M9UTES ( MEET+S ( ,,IHC ,ASSOCIA;NS2 CL9ICAL DOCU;TS & ASSESS;TS ( P :O >E SUPPORT$ BY ,,IDEA ,S]VICES2 ,,IHC'S ,NA;NAL ,S]VICES ,REVIEW 3SULTA;N & SUBMIS.NS MADE 9 ! C\RSE ( T 3SULTA;N2 & DECI.NS ( ! ,HUMAN ,"RS ,REVIEW ,TRIBUNAL4 "<;D"> ,9 ,APRIL #BJBC & ,JULY #BJBC1 ,I ATT5D$ MEET+S AT ,,IHC'S ,NA;NAL ,(FICE 9 ,WELL+TON ) ,,IHC'S .<,,R$ACT$ #I"<#B">".> & ! FOLL[+ MEMB]S ( ! ,EXECUTIVE ,T1MS ( ,,IHC & ,,IDEA ,S]VICES3 .<,,R$ACT$ #I"<#B">".>4 ,! PURPOSE ( ! MEET+S 0 TO 4CUSS ! ,REVIEW & = ,,IHC & ,,IDEA TO GIVE ME AN #CG OV]VIEW ( ! ORGANISA;N & _! B#AF COMPLA9TS MANAGE;T FRAME"W1 & !N TO 4CUSS ) ,,IDC & ,,IDEA "PICUL> 3C]NS T _H BE5 RAIS$ ) ME BY "PICIPANTS4 "<;E"> ,FOLL[+ ^? MEET+S1 ,I RCVD & 3SID]$ A SIGNIFICANT QUANT;Y ( 9=MA;N T 0 SUPPLI$ TO ME BY ,,IDEA1 9CLUD+3 I4 ,AN 9=MA;N PAP] & SUPPORT+ APP5DICES SETT+ \ ,,IDEA'S COMPLA9TS MANAGE;T FRAME"W & RESPONSES TO ! 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SUBJECT ( ? ,REVIEW4 "<;H"> ,9 ,JUNE #BJBC1 ,I ATT5D$ A VIRTUAL MEET+ ) ,LORNA ,SULLIVAN1 ,JANE ,BAWD51 & ,EMMA ,JACKA F ! ,ROYAL ,COMMIS.N ( ,9QUIRY 9TO ,ABUSE 9 ,C>E4 " ,9 ,JUNE1 ,I ATT5D$ A VIRTUAL MEET+ ) ,:AIKAHA (FICIALS F ! T1M :O 9T]ACT ) ,,IDEA ,S]VICES "<,D\G ,FUNNELL "<,G5]AL ,MANAG]1 ,OP]A;NAL ,P]=M.E ,T1M">1 ,VIV ,RU? "<,NOR!RN ,MANAG]">1 ,AM&A ,BLECKMANN "<,DEPUTY ,*IEF #CI ,EXECUTIVE">1 ,JANE ,HANS=D A#AG "<,9T]IM ,S\!RN ,MANAG]1 ,NA;NAL ,PORTFOLIO ,MANAG]">1 ,*RI/9A ,CURD "<,S5IOR ,ADVISOR1 ,QUAL;Y ,T1M">">4 "<;J"> ,9 ,JULY #BJBC1 ,I MET ) ,,IDEA_/,,IHC TO 4CUSS "PICUL> ALLEGA;NS RAIS$ BY "PICIPANTS & 9VIT$ !M TO RESPOND4 "<;K"> ,I PROVID$ ? REPORT 9 DRAFT TO ,:AIKAHA & TO ,,IDEA ON #I ,AUGU/ #BJBC & 9VIT$ _! RESPONSE4 ,I !N PROVID$ A FUR!R DRAFT TO BO? ORGANISA;NS4 "<;L"> ,I 3SID]$ ! RESPONSES ( ,:AIKAHA & ,,IDEA1 MADE *ANGES Z APPROPRIATE & NE$$1 & PRODUC$ ? F9AL REPORT4 #CG4 ,! MA9 "P ( ? REPORT IS FOCUSS$ ON MY F9D+S & RECOMM5DA;NS4 ,Z ,APP5DICES1 ,I 9CLUDE3 " ,APP5DIX ,A3 ,3TEXT & ,LEGAL ,FRAME"W4 "<;B"> ,APP5DIX ;,B3 ,,IDEA COMPLA9TS FRAME"W ANALYSIS4 "<;C"> ,APP5DIX ;,C3 ,,IDEA SAMPLE COMPLA9TS PROVID$4 #DJ "<;D"> ,APP5DIX ;,D3 ,FE$BACK F B#AG ,,HDC & ! ,ROYAL ,COMMIS.N ,ABUSE 9 ,C>E ,9QUIRY4 ,,TOR " ,:AIKAHA'S ROLE 9 COMPLA9TS " ,:AT %D ,:AIKAHA'S ROLE 2 9 RESPOND+ TO 3C]NS & COMPLA9TS RAIS$ BY ! COMMUN;Y AB S]VICES !Y RCV F ,,IDEA ,S]VICES "1 & H[ ,:AIKAHA'S ROLE 9T]ACTS ) ,,IDEA'S " & O!R AG5CIES1 :O AL H ROLES 9 RESPOND+ TO 3C]NS & COMPLA9TS RAIS$1 S* Z ! ,,HDC8 -------------------------------------#AH #CH4 ,AT ! \TSET1 ,I NOTE T :ILE MY REVIEW 0 ( ! COMPLA9TS PROCESS = ,,IDEA1 ! ,T]MS ( ,REF];E REF]R$ AL TO 8O!R 3TRACT$ S]VICE PROVID]S04 ,MY RECOMM5DA;NS "!=E APPLY EQUALLY TO O!R 3TRACT$ S]VICE PROVID]S 9 ? SECTOR4 #CI4 ,I F9D T ,:AIKAHA'S ROLE1 AL? ABLE TO 2 ASC]TA9$ F ! 3TRACTUAL PROVI.NS1 IS CURR5TLY N CLE>LY #DA >TICULAT$1 & "!=E "U/OOD1 9 A#AH RELA;N TO :5 & H[ X %D RESPOND TO 3C]NS & COMPLA9TS RAIS$ AB S]VICE DELIV]Y4 ,? MAY >ISE 9 "P DUE TO ,:AIKAHA'S RELATIVELY NEW /ATUS )9 ! 4ABIL;Y SECTOR & "PLY TO XS ROLE Z F"U B N PROVID] ( S]VICES1 & "PLY DUE TO A LACK ( 3SI/5T DOCU;T$ PROCESSES & FRAME"WS ON ,:AIKAHA'S "P1 \TSIDE ( ! ,\TCOME ,AGREE;T XF4 #DJ4 ,I NOTE T ,,IDEA HAS 9DICAT$ TO ME A NE$ TO "K M AB ,:AIKAHA'S PROCESSES & FRAME"WS4 ,:AIKAHA ADVIS$ ME T X HAS \TL9$ XS COMPLA9TS PROCESSES = 4ABIL;Y SUPPORTS OR S]VICES RCVD ON XS WEBSITE3 AICOMMS4NZ_/#GHBE4 #DA4 ,:AIKAHA FUR!R ADVISES T X HAS AN 9T]NAL /&>D OP]AT+ PROC$URE = MANAG+ COMPLA9TS : \TL9ES :5 & H[ ,:AIKAHA RESPONDS TO 3C]NS & COMPLA9TS RAIS$ AB S]VICE DELIV]Y4 ,:AIKAHA IS 9 ! PROCESS ( UPDAT+ ? /&>D OP]AT+ PROC$URE : W 9CLUDE UPDAT+ ! 9=MA;N PROVID$ ON ! ,:AIKAHA WEBSITE4 ,:AIKAHA ADVISES T ! /&>D OP]AT+ PROC$URE IS BAS$ ON ! #DB M&ATE ,:AIKAHA HAS "U XS 3TRACTS B#AH ) S]VICE PROVID]S TO RCV & 9VE/IGATE COMPLA9TS AB ! QUAL;Y ( ! 4ABIL;Y SUPPORTS DELIV]$ BY 3TRACT$ PROVID]S4 ,:AIKAHA AL ADVISES T _! COMPLA9T MANAGE;T IS "UTAK5 9 L9E ) ! ,,HDC ,CODE & ! ,,EGL PR9CIPLES4 #DB4 ,? UPDATE IS POSITIVE B A FUR!R /EP ,,IDEA WD L TO H CL>;Y ON IS ": X TOO C RAISE 3C]NS Z !Y >ISE4 ,TO ! EXT5T POSSIBLE1 ,I AL RECOMM5D ,:AIKAHA %>E T /&>D OP]AT+ PROC$URE ) S]VICE PROVID]S ONCE X HAS BE5 UPDAT$ TO 5SURE COMPLETE "U/&+ ( PROCESSES BY BO? F"U & PROVID]S4 #DC4 ,:AIKAHA'S ROLE IS TO 5SURE P]=M.E BY ! S]VICE PROVID] VIA A RANGE ( 3TRACTUAL REM$Y ME*ANISMS1 & BE/ PRACTICE EXPECTA;NS1 : 2COME 9CR1S+LY =MAL 9 ! CASE ( ONGO+ NON-P]=M.E4 ,I EXP& ON ? 2L4 #DD4 ,9 T]MS ( RAIS+ COMPLA9TS OR ISSUES ) ,,IDEA ,S]VICES OR REQUE/+ 9=MA;N1 ,I NOTE T ,:AIKAHA CURR5TLY D ? BY3 " ,3TACT+ ! ,*IEF ,OP]AT+ #DC ,(FIC],-.<,,R$ACT$ C#AH #I"<#B">".>4 "<;B"> ,3TACT+ "O ( ! F\R REGIONAL MANAG]S4 "<;C"> ,RAIS+ ISSUES AT ! REGUL> QUAL;Y MEET+S 4CUSS$ 2L4 "<;D"> ,3TACT+ ! ,*IEF ,EXECUTIVE ": "! IS A 3C]N T NE$$ TO 2 ESCALAT$1 = EXAMPLE ": ! ,*IEF ,OP]AT+ ,(FIC] _H N RESPOND$ Z EXPECT$ OR 0 N ABLE TO RESPOND OR ": ! COMPLA9T 0 AB ! ,*IEF ,OP]AT+ ,(FIC]4 -------------------------------------#AI #DE4 ,I NOTE T ! RELA;N%IPS 2T KEY P "W+ = ,,IDEA ,S]VICES_/,,IHC & P EMPLOY$ BY ,:AIKAHA >E L;G/&+ ) P HAV+ BE5 9 PLACE = S"EAL YE>S1 "K+ EA* O!R WELL1 & 9 "S CASES HAV+ A "W RELA;N%IP 9 PRIOR ROLES ) O!R ORGANISA;NS4 #DF4 ,:AT ? HAS RESULT$ IN1 H["E1 IS AN AD HOC & 9CONSI/5T APPROA* BY ,:AIKAHA TO RAIS+ ISSUES OR REQUE/+ 9=MA;N4 #DG4 ,I F9D T ! EXI/+ 3TRACTUAL RELA;N%IP 2T ,:AIKAHA & ,,IDEA #DD GOV]NS :AT ,:AIKAHA'S ROLE %D 2 9 A#AI RESPOND+ TO 3C]NS & COMPLA9TS & REQUE/+ 9=MA;N4 ,9 MY VIEW1 H["E1 ! CURR5T 5GAGE;T APPROA* DOES N REFLECT A PROACTIVE & COLLABORATIVE DIALOGUE AB RESOLV+ ISSUES : WD 2 TO ALL "PIES' COLLECTIVE B5EFIT4 ,"! IS A LEVEL ( MI/RU/ )9 BO? ORGANISA;NS 2C ( ! LACK ( CL>;Y >.D RESPECTIVE ROLES4 ,? HAS >IS5 9 "P 2C ! RELA;N%IP ) ,,IDEA PR$ATES ,:AIKAHA1 & ,:AIKAHA 9H]IT$ F ! ,M9I/RY ( ,H1L? A L;G HI/ORY ( UNRESOLV$ COMPLA9TS RAIS$ BY ! COMMUN;Y DIRECTLY ) ! ,M9I/RY &1 "PLY Z ,I H SD1 DUE TO LACK ( A DOCU;T$ FRAME"W = 9T]AC;N 2T PROVID] & F"U4 ,:AIKAHA HAS ADVIS$ ME T "S PORTFOLIO MANAG]S H A PROVID] 5GAGE;T & MANAGE;T PLAN1 : \TL9ES H[ !Y 5GAGE ) ! PROVID]1 9CLUD+ :O !Y G TO = "PICUL> MATT]S "<= EXAMPLE COMPLA9TS1 9CID5TS1 D1?S1 AUDITS1 PAY;T ISSUES1 PLACE;T ISSUES1 3TRACT ISSUES & S ON">4 ,? IS A USE;L TOOL : ,I RECOMM5D IS PUT 9 PLACE = E PORTFOLIO MANAG]1 9 3SULTA;N ) ! APPROPRIATE P]SON AT EA* S]VICE #DE PROVID]4 B#AI #DH4 ,SU6ICI5T 9=MA;N NE$S TO 2 %>$ AT ! E>LIE/ OPPORTUN;Y BY BO? "PIES1 & "! NE$S TO 2 E6ECTIVE COMMUNICA;N *ANNELS & A WELL "U/OOD FRAME"W = ! "PIES TO 5GAGE TGR = ! PURPOSE ( RESOLV+ COMPLA9TS RAIS$ DIRECTLY ) ,:AIKAHA4 ,RELY+ ON ! 3TRACTUAL T]MS IS N 5\<4 ,:AIKAHA NE$S TO SET XS FRAME"W \ 9 WRIT+1 REFLECT+ ! /EPS 9 ! ,\TCOME ,AGREE;T1 & "W+ 9 COLLABORA;N ) S]VICE PROVID]S4 ,? DOCU;T WD NECESS>ILY H TO 2 DRAFT$ S T ALL "PIES MEET _! OBLIGA;NS "U ! ,,HDC ,CODE1 9CLUD+ ) RESPECT TO ! "R TO PRIVACY & ! "R TO 9=M$ 3S5T 9 "PICUL> CASES ": A COMPLA9ANT HAS REQUE/$ 3FID5TIAL;Y4 #DI4 ,X IS CLE> T ! PRIM>Y ME*ANISM = COMPLA9T RESOLU;N ) S]VICE US]S LIES ) ,,IDEA "<& O!R S]VICE PROVID]S"> & T S* COMPLA9T RESOLU;N M/ TAKE PLACE 9 A3ORD.E ) ! S]VICE PROVID]S' 3TRACTUAL REQUIRE;TS "<9CLUD+ ,TI] ,"O SPECIFICA;NS">4 ,MY ANALYSIS ( S* COMPLI.E BY ,,IDEA IS SET \ 2L "U #DF T "Q4 C#AI #EJ4 ,X IS AL CLE> T T 3TRACTUAL RELA;N%IP 3TA9S ! ME*ANISMS = ,:AIKAHA TO ACT TO MONITOR S]VICE P]=M.E1 & TO TAKE /EPS TO REM$Y ANY BR1*ES4 #EA4 ,H["E1 9 MY VIEW1 ! EXI/+ FRAME"W & PRACTICE = 5GAGE;T 2T ,:AIKAHA & ,,IDEA NE$S SIGNIFICANT IMPROVE;T & TRANSP>5CY1 ) BO? "PIES NE$+ TO H A CLE> "U/&+ ON EXPECTA;NS & ROLES & OBLIGA;NS 9 ? REG>D4 ,I AC"KL$GE T ,,IDEA H BE5 REQUE/+ CL>;Y AB ! 5GAGE;T PROCESSES & REGUL> MEET+S & 9=MA;N %>+1 & ,I P]CVD A WILL+;S ON BO? "PIES' "PS = ? TO 2 ADDRESS$4 -------------------------------------#BJ #EB4 ,:AT IS N PRES5TLY CLE> & DEF9$ IS1 9 MY VIEW3 " ,:AIKAHA'S CURR5T APPROA* TO TRACK+ OR MONITOR+ CASES & COMPLA9TS = : X SEEKS 9=MA;N F S]VICE PROVID]S4 ,,IDEA'S EXP]I;E HAS BE5 T ,:AIKAHA HAS DI6ICULTY LOCAT+ 9=MA;N RELAT+ TO "S COMPLA9TS OR QUAL;Y ISSUES 2C ,:AIKAHA (T5 REQUE/S 9=MA;N ALR PROVID$ & H #DG !MVS FREQU5TLY COM;T$ ON _! A#BJ DI6ICULTY F9D+ 9=MA;N4 ,,IDEA GAVE Z AN EXAMPLE 9 REC5T MON?S "<& WEEKS">1 RCVG S"EAL REQUE/S = 9=MA;N F ,:AIKAHA (FICIALS :O H OP5LY /AT$ !Y _C LOCATE PREVI\SLY PROVID$ 9=MA;N TO !M,-? HAS 9CLUD$ COMPLA9TS1 ,,HDC RESPONSES1 CRITICAL EV5TS & D1? REPORTS4 ,:AIKAHA ADVISES T "EY?+ T COMES TO ! ,QUAL;Y ,T1M IS FIL$1 LO7$ & MONITOR$ AC TO ,:AIKAHA'S ,/&>D ,OP]AT+ ,PROC$URE = COMPLA9TS1 9CID5TS & D1?S4 ,:AIKAHA IS ( ! VIEW T ! *ALL5GES ,,IDEA HAS EXP]I;ED >.D ,:AIKAHA REQUE/+ 9=MA;N ALR PROVID$ IS DUE TO3 " ,! *ALL5GES ( ,:AIKAHA'S TRANSI;N F FIL+ 9 ,LOTUS ,NOTES 9 ! ,M9I/RY ( ,H1L? SY/EM "<& PROBLEMS ) A3ESS ,:AIKAHA /AFF H EXP]I;ED 9 ! LA/ #AE MON?S"> TO FIL+ 9 ,OBJECTIVE 9 ! ,:AIKAHA SY/EM4 ,:AIKAHA EXPECTS ? ISSUE TO DECR1SE OV] ! NEXT FEW MON?S :5 ALL ,:AIKAHA'S FIL+ IS %IFT$ F ,LOTUS ,NOTES4 " ,9CONSI/5CIES 9 FIL+ #DH PRACTICES ACR DI6]5T ,PORTFOLIO B#BJ ,MANAG]S4 "<;B"> ,CL>;Y Z TO : ,:AIKAHA /AFF H RESPONSIBIL;Y = :AT TASKS "U ! ,\TCOMES ,AGREE;T4 "<;C"> ! PRECISE PROCESSES & *ANNELS 2T ! TWO ORGANISA;NS = RAIS+ & RESPOND+ TO ISSUES & AT :AT LEVEL2 "<;D"> CLE> EXPECTA;NS ( : ORGANISA;N RESPONDS TO : ISSUE & :5 NOTIFICA;N IS REQUIR$ TO ,:AIKAHA ( COMPLA9TS RAIS$ 9 DI6]5T =UMS2 "<;E"> ! "PIES' EXPECTA;NS ( H[ & :5 ANY S* PROCESSES & *ANNELS %D 2 US$2 "<;F"> ! ME*ANISMS BY : RESOLU;N OR O!RWISE ( ! ISSUES RAIS$ IS COMMUNICAT$ 2T ! ORGANISA;NS4 ,"! DOES N APPE> TO EXI/ A PROCESS ":BY ,:AIKAHA C 3FIRM TO COMPLA9ANTS COM+ DIRECTLY TO X1 AF APPROPRIATE 9=MA;N GA!R+ & MONITOR+_/ASSESS;T BY ,:AIKAHA1 XS VIEW T ! S]VICE PROVID] 9 "Q IS COMPLY+ ) XS 3TRACTUAL OBLIGA;NS4 ,:AIKAHA ADVISES T Z "P ( XS COMPLA9TS MANAGE;T PROCESS ! COMPLA9T L1D " W C#BJ COMMUNICATE REGUL>LY ) ! COMPLA9ANT 9CLUD+ PROVID+ 9=MA;N AB ! ISSUES F.D & AC;NS TAK51 FOLL[$ -------------------------------------#BA BY A 4CUS.N TO ASSESS IF ! COMPLA9T HAS BE5 RESOLV$ TO ! COMPLA9ANT'S SATISFAC;N4 ,? 4CUS.N FOCUSSES ON ! COMPLA9ANT'S 3C]NS1 R ?AN 3TRACT BR1* T]M9OLOGY1 ) 3TRACT BR1* 2+ ASSESS$ "U A SEP>ATE AUDIT & EVALUA;N PROGRAMME4 "9#F "<;G"> ,A JO9T APPROA* = H&L+ M$IA 9QUIRIES4 #EC4 ,ULTIMATELY1 Z SET \ 9 ! 3TRACTUAL >RANGE;TS1 ,:AIKAHA HAS AN OV]SI ,MONITOR+ H[ ! S]VICE PROVID] IS P]=M+ "U ! REQUIR$ 3TRACT #EJ SPECIFICA;NS4 ,Z /AT$ 9 ! A#BA PROCURE;T GUIDEL9ES3 "9#H 8,:5 Y PROCURE SOCIAL S]VICES1 YR FOCUS IS ON \TCOMES4 ,? M1NS M1SUR+ ?+S T MAKE A DI6];E1 "PICUL>LY IMPROVE;T 9 CLI5T \TCOMES1 Z WELL Z SIMPLY M1SUR+ ! ACTIV;Y40 "<;B"> ,PROVID+ CL>;Y Z TO ALL MATT]S RELAT+ TO FUND+4 "<;C"> ,EA* ,PORTFOLIO ,MANAG] CR1T+ A 3TRACT MANAGE;T PLAN : TRACKS ! MANAGE;T ( ! 3TRACT & ! RELA;N%IP ) ! PROVID]4 ,! 3T5T & AM.T ( DETAIL 9 ! PLAN C 2 TAILOR$ TO EA* 3TRACT4 "9#I ,"! %D 2 REGUL> REVIEWS ( P]=M.E BUILT 9TO ! PLAN4 "9#AJ "<;D"> ,PROVID+ SEM9>S & "W%OPS1 REGUL> MEET+S & UPDATES1 =A & HUI TO 5C\RAGE & 5ABLE GD PRACTICE 5GAGE;T 2T F"U & S]VICE PROVID]4 ,? MAY 9VOLVE %>+ LE>N+S F 5GAGE;T ) O!R S]VICE PROVID]S4 "<;E"> ,"W+ TGR 9 A COLLABORATIVE "PN]%IP1 : 9VOLVES GD ADVICE1 SUPPORT1 & PRACTICAL HELP 9 ! >1S ( OV]SI & RESPECT = ! B#BA SUPPLI]'S EXP]TISE4 ,B>RI]S TO ? O3URR+ 9CLUDE LACK ( CL>;Y >.D :O TO 3TACT1 SL[ RESPONSES1 LACK ( RESPECT1 MI/RU/ & UNR1SONABLE "TFRAMES4 "<;F"> ,5SUR+ ALL FE$BACK IS POSITIVE & 3/RUCTIVE4 ,? C BE/ 2 A*IEV$ BY ADOPT+ A /RUCTUR$ APPROA* TO MANAG+ ! RELA;N%IP4 "9#AA -------------------------------------#BB "<;G"> ,"W+ ) ! S]VICE PROVID] TO ID5TIFY & REGUL>LY UPDATE RISKS TO S]VICE DELIV]Y1 & MA9TA9+ A RISK REGI/]1 9CLUD+ Z TO ANY SY/EMS RISKS )9 ! F"U4 ,3TRACT ,MANAGE;T ,PLAN #EE4 ,2C ( ! LACK ( CL>;Y ,I H F.D T PRES5TLY EXI/S1 "S BR1KD[N 9 ! TRU/ 2T ! TWO ORGANISA;NS HAS 5SU$ & N[ NE$S TO 2 REBUILT4 ,I "!=E RECOMM5D T3 " ,A =MAL ,3TRACT ,MANAGE;T ,PLAN %D 2 NEGOTIAT$ & AGRE$ = EA* ,PORTFOLIO4 ,? ,PLAN W N 2 LEGALLY B9D+ Z ! 3TRACT GOV]NS ! RELA;N%IP4 ,H["E1 ! ,PLAN %D 2 DEVIS$ 9 A3ORD.E ) ! ,NEW ,Z1L& #EB ,GOV]N;T ,PROCURE;T GUIDEL9ES = A#BB 3TRACT MANAGE;T & %D 9CLUDE CLE> /ATE;TS Z TO3 " ,! ROLE ( ! F"U & ! ROLE ( ! S]VICE PROVID]4 " ,! LEVEL AT : 3TACT IS MADE = DI6]+ ISSUES ( 3C]N4 " ,! 3TRACTUAL RELA;N%IP PR9CIPLES1 9CLUD+ ! EXPECTA;N T ALL COMMUNICA;NS BO? 2T ! TWO ORGANISA;NS1 & ) 3SUM]S & _! FAMILIES1 AT ALL LEVELS 2 3DUCT$ 9 A MANN] : IS POLITE1 RESPECT;L & MANA 5HANC+4 " ,! MANN] 9 : ISSUES P]TA9+ TO NON-P]=M.E ( ! 3TRACT W 2 RAIS$ & AT :AT LEVEL4 "<;V"> ,:AT 9=MA;N IS REQUIR$ TO 2 %>$ BO? F PROVID] TO F"U1 & VICE V]SA1 & :5 & H[ A REGI/] ( T 9=MA;N W 2 KEPT & MA9TA9$4 " ,! 3TRACTUAL /EPS = 4PUTE RESOLU;N4 " ,A REGUL> S*$ULE ( VISITS & 3TACT F ! ,:AIKAHA ,PORTFOLIO ,MANAG]4 " ,BETT] SPECIFIC;Y ( ! #EC 3TRACT'S REPORT+ REQUIRE;TS TO B#BB SET \ CLE>LY3 #A4 ,! ISSUES T ,:AIKAHA M/ RESPOND TO "<"NLY ^? COMPLA9TS : H N BE5 SATISFACTORILY RESOLV$ BY ! S]VICE PROVID]">4 #B4 ,:AT COMPLA9TS1 & RESOLU;N ( COMPLA9TS1 M/ 2 NOTIFI$ TO ,:AIKAHA4 ,^! NOTIFICA;NS AIM TO 5SURE ! S]VICE PROVID] IS COMPLY+ ) XS COMPLA9T MANAGE;T PROCESSES1 5ABLE A 8NO -------------------------------------#BC SURPRISES0 RELA;N%IP1 PRIORITISE ! SAFETY & WELLBE+ ( 4ABL$ P1 :ILE KEEP+ TO ! OBLIGA;NS "U ! ,,HDC ,CODE4 " ,ME?ODICAL %>$ TRACK+ ( ! ISSUES \T/&+1 9CLUD+ EXPECT$ AC;NS & ! /ATUS ( ^? AC;NS4 "<;X"> ,! ABIL;Y ( ! "PIES TO RAISE & H ADDRESS$ ANY 3C]NS AB ! RESPECTIVE O!R "PY'S PROCESSES4 ,MEET+S #EF4 ,9 RELA;N TO MEET+S1 ,I NOTE T1 AT PRES5T1 EA* ( ! F\R ,,IDEA ,REGIONS H A L1D ,:AIKAHA ,PORTFOLIO ,MANAG]4 #ED ,:AIKAHA ,REGIONAL ,MANAG]S & A#BC ,PORTFOLIO ,MANAG]S MEET ON A =TNIE ANY DEVELOP;TS IMPACT+ " )9 ! REGIONS4 #EG4 ,AT A NA;NAL LEVEL1 #C-WEEKLY MEET+S TAKE PLACE 2T ! ,:AIKAHA ,NA;NAL ,PORTFOLIO ,MANAG] & ,S5IOR ,MANAG] & ,,IDEA'S ,*IEF ,OP]AT+ ,(FIC] & ,S]VICE ,DESIGN & ,/RATEGY ,MANAG]4 ,! FOCUS ( ^! MEET+S IS TO 4CUSS1 REVIEW1 & PROBLEM-SOLVE NA;NAL & HI<-PR(ILE OP]A;NAL 3C]NS4 ,9 ADDI;N1 ! F\R ,:AIKAHA ,PORTFOLIO ,MANAG]S1 ! NA;NAL L1D ,PORTFOLIO ,MANAG]1 & ! ,PR9CIPAL ,ADVISOR ,QUAL;Y MEET ) ,,IDEA'S ,NA;NAL ,QUAL;Y ,MANAG] ON A MON?LY BASIS TO 4CUSS A NUMB] ( ISSUES1 9CLUD+3 " ,REVIEW ( COMPLEX ,CRITICAL ,9CID5T ,REVIEWS2 "<;B"> ,REVIEW ( COMPLEX ,9ITIAL #EE ,D1? ,REPORTS2 B#BC "<;C"> ,UPDATE ( /ATUS ( ANY ,,HDC ,9VE/IGA;NS2 "<;D"> ,REVIEW ( ANY O!R 9CID5T RAIS$ "? ! ,QUAL;Y ,T1M RELAT+ TO ! QUAL;Y ( S]VICE ,,IDEA PROVIDES2 "<;E"> ,REVIEW ( ANY ,QUAL;Y RELAT$ 3C]NS _/ COMPLA9TS REG>D+ ! P ,,IDEA SUPPORT4 #EH4 ,I "U/& T "! >E TWO TYPES ( REGUL> MEET+S T %D 2 O3URR+ 2T ,:AIKAHA & ,,IDEA,-"O RELAT$ TO 3TRACT MANAGE;T_/RELA;N%IP MATT]S2 & ! O!R RELAT$ TO QUAL;Y MATT]S & ! P ,,IDEA SUPPORT4 ,,IDEA AL 9=M$ ME T MEET+S H N BE5 O3URR+ ON A REGUL> BASIS DESPITE ,,IDEA'S REQUE/ = T TO HAPP54 ,I "!=E RECOMM5D T "! 2 A COMMIT;T F BO? "PIES TO REGUL> MEET+S O3URR+4 #EI4 ,I RECOMM5D T ^! REGUL> MEET+S 2T ,,IDEA & ,:AIKAHA 2 EXP&$ TO 5ABLE A BROAD] RANGE ( 9=MA;N %>+ AB MATT]S SPECIFIC TO ,,IDEA1 Z WELL Z TO BROAD] MATT]S )9 ! SECTOR4 ,? MAY NECESSITATE M FREQU5T MEET+S4 ,I AL "U/& T "! #EF MAY H BE5 "S 9CONSI/5CIES 9 ^! C#BC MEET+S HAPP5+ 9 REC5T "TS "<: MAY 2 "PLY DUE TO ,COVID-#AI ISSUES"> & ,I -------------------------------------#BD RECOMM5D T A =MAL MEET+ S*$ULE 2 AGRE$ & IMPLE;T$ Z SOON Z POSSIBLE4 #FJ4 ,I D N 3SID] X APPROPRIATE = S]I\S 3C]NS TO 2 RAIS$ ) ! S]VICE PROVID] 9 ! ABS;E ( A REGUL> MEET+ S*$ULE4 ,! ABS;E ( MEET+S 2T ! "PIES TO TABLE & ADDRESS ISSUES IS 9CONSI/5T ) ! ESCALAT+ FRAME"W = AC;N BY ,:AIKAHA 5VISAG$ BY ! ,\TCOME ,AGREE;T4 #FA4 ,BO? ORGANISA;NS NE$ TO TAKE /EPS TO 5SURE T ISSUES C 2 RAIS$ BY ! "PIES & T ALL ISSUES RAIS$ >E RESOLV$4 ,IF !Y _C BE1 ? IS ! SORT ( SITUA;N ": ,:AIKAHA WD 2 5TITL$ TO ACT "U ! 3TRACT TO A*IEVE RESOLU;N4 ,COMPLA9TS C 2 RAIS$ AT ^! MEET+S B IF RAIS$1 !Y NE$ TO FE$ BACK 9TO ! ,3TRACT ,MANAGE;T ,PLAN TRACK+ REGI/] ,I H RECOMM5D$ ABV4 #FB4 ,:AIKAHA HAS DEVELOP$ AN 9T]IM CRITICAL 9CID5T REPORT+ CATEGORY = HOSPITALISA;NS TO MAKE ! NEW #EG 9CID5T REPORT+ SY/EM M F1SIBLE = A#BD 4ABIL;Y S]VICE PROVID]S4 ,? NEW 9CID5T REPORT+ TRIAGE CATEGORY 0 S5T TO ,,IDEA & S"EAL O!R NA;NAL PROVID]S TO TRIAL = #C MON?S S ,:AIKAHA C 3SID] 8H[ WIDE TO ?R[ ! NET0 S T ! REPORT+ PROCESS IS ADEQUATE TO ID5TIFY ^? 9CID5TS T 9DICATE POOR S]VICE QUAL;Y )\T 2+ TOO ON]\S = ALL "PIES4 #FC4 ,,IDEA ADVIS$ ME T ,:AIKAHA S5T \ ! PROPOS$ REPORT+ *ANGES TO S]VICE PROVID]S )\T ANY PRIOR 5GAGE;T OR 3SULTA;N1 & X RESULT$ 9 SIGNIFICANT 3FU.N & MIS"U/&+ : ,,IDEA SAYS CD H BE5 AVOID$ IF "! _H BE5 AN APPROPRIATE 3SULTA;N FRAME"W 9 PLACE4 ,:AIKAHA ADVISES T X DID TE/ ! DRAFT UPDAT$ CRITICAL 9CID5T =M ) PROVID]S1 9CLUD+ ,,IDEA PRIOR TO F9ALISA;N B "! 0 A GAP 2T TE/+ & F9ALISA;N 2C ? CO9CID$ ) ! TRANSF] ( FUNC;NS F ! ,M9I/RY ( ,H1L? TO ,:AIKAHA4 ,:AIKAHA /ATES X HAS APPRECIAT$ FE$BACK F ,,IDEA AB ! =M & 9CID5T CATEGORIES Z "P ( ,:AIKAHA'S COMMIT;T TO 3T9U\S IMPROVE;T4 #EH #FD4 ,? IS ONGO+ "W 2T ! TWO B#BD ORGANISA;NS & ,I RECOMM5D ? 3T9UE Z AN EXAMPLE ( ! TYPE ( TRU/ BUILD+ : IS REQUIR$4 ,Z "P ( ? ONGO+ "W1 ,I RECOMM5D ,:AIKAHA 5GAGE 9 FULL 3SULTA;N )1 & NOTIFICA;N TO1 S]VICE PROVID]S 2F SETTL+ ON ANY FUR!R PROPOS$ *ANGES4 #FE4 ,I "U/& T1 UNTIL N[1 ,,IDEA HAS UPDAT$ ,:AIKAHA :5"E A S]I\S COMPLA9T IS RCVD VIA ,,HDC4 ,9 ! ABS;E ( ANY FUR!R GUID.E >.D NOTIFICA;N REQUIRE;TS F ,:AIKAHA1 ,,IDEA HAS TAK5 ! APPROA* T ! F"U ONLY NE$S TO 2 AW>E ( 8CRITICAL EV5T0 _/ S]I\S COMPLA9TS & SUBSEQU5T 9VE/IGA;NS 9VOLV+ POT5TIAL BR1* ( ! ,CODE ( ,"RS4 ,? M1NS T ,,IDEA DOES N NOTIFY E COMPLA9T RCVD VIA ? *ANNEL "E 3SID]$ CAPABLE ( DIRECT RESOLU;N">4 ,Z "P ( ! ,3TRACTUAL ,MANAGE;T ,PLAN ,I H RECOMM5D$1 ,I RECOMM5D ,:AIKAHA & ,IDEA "W TGR TO AGREE ON :AT COMPLA9TS %D 2 NOTIFI$ TO ,:AIKAHA4 #EI #FF4 ,I FUR!R "U/& T ,,IDEA HAS #BE DEVELOP$ A COMPLA9TS REGI/] Z A WAY TO KEEP ,:AIKAHA 9=M$ AB ! /ATUS ( COMPLA9TS & O!R ISSUES4 ,! RESPONSIBIL;Y = UPDAT+ ? REGI/] IS ! RESPONSIBIL;Y ( ,,IDEA4 #FG4 ,! REGI/] HAS F\R SEC;NS3 " ,TABLE #A3 ,HI/ORICAL "<,PRE #BJBB"> ,,HDC CASES T REMA9 OP5 EI "U 9VE/IGA;N OR AWAIT+ AN ,,HDC UPDATE4 "<;B"> ,TABLE #B3 ,ALL ,,HDC CORRESPOND;E_/CASES RCVD F #A ,JANU>Y #BJBB4 "<;C"> ,TABLE #C3 ,ALL CORRESPOND;E_/CASES RCVD F EXT]NAL AG5CIES " F #A ,JANU>Y #BJBB4 "<;D"> ,TABLE #D3 ,ALL COMPLA9TS REF]R$ TO ,,IDEA BY ,:AIKAHA - OR RAIS$ BY ,,IDEA TO ,:AIKAHA DUE TO _! LEVEL ( S]I\S;S4 #FH4 ,I "U/& T ! COMPLA9TS REGI/] "W IS / 9 PROGRESS4 ,AG1 ,I RECOMM5D ? "W 3T9UE 9 COLLABORA;N ) ,:AIKAHA Z APPROPRIATE S T BO? "PIES H A3ESS #FJ TO ! SAME 9=MA;N & UPDATES A#BE "4 #FI4 ,:AIKAHA & ! S]VICE PROVID]S NE$ TO RESPECTIVELY %>E SIGNIFICANTLY M 9=MA;N AB _! 9T]NAL PRACTICES & SY/EMS1 9CLUD+ :5 ANY *ANGES TO ^? PRACTICES & SY/EMS >E PROPOS$4 ,X IS CLE> T AT PRES5T "! IS NO E/ABLI%$ ,3TRACTUAL ,MANAGE;T ,PLAN 9 PLACE1 : L1DS TO A P]CVD LACK ( 3SI/5CY AM;G/ S]VICE PROVID]S 9 H[ ,:AIKAHA APPROA*ES MATT]S : >ISE & X IS EXP]I;ED Z 2+ AD HOC4 ,AG1 ? 9=MA;N C 2 BUILT 9TO ! ,3TRACTUAL ,MANAGE;T ,PLAN ,I H RECOMM5D$ 2 IMPLE;T$4 #GJ4 ,9 ADDI;N1 ,:AIKAHA NE$S A DOCU;T$ PROCESS = S]VICE PROVID]S TO 2 ABLE TO RAISE ISSUES ) REG>D TO ANY ( ,:AIKAHA'S POLICIES1 PROCESSES & PRACTICES : A6ECTS T S]VICE PROVID]4 ,2C ( ! ONGO+1 E "D RELA;N%IPS : NE$ TO 2 PRES]V$1 T PROCESS NE$S TO H 9DEP5D;E F ! ,*IEF ,EXECUTIVE & ! ,PORTFOLIO ,MANAG] & (FICIALS :O D1L ) S]VICE #FA PROVID]S TO MANAGE _! 3TRACTS4 ,! B#BE SAME PR9CIPLES M/ APPLY TO ? PROCESS Z APPLIES TO ANY COMPLA9TS PROCESS1 "NLY A WAY TO RAISE 3C]NS1 A ME*ANISM TO %>E 9=MA;N1 A TRANSP>5T & 9DEP5D5T RESOLU;N PROCESS1 & A DOCU;T$ \TCOME ) R1SONS4 #GA4 ,I AM HE>T5$ BY ! FACT T BO? ORGANISA;NS 7 KE5 TO FUR!R PROPOS$ IMPROVE;TS TO ! CURR5T FRAME"W = MANAG+ & RESOLV+ COMPLA9TS ACR ! BO>D & "! >E PRODUCTIVE 3V]SA;NS "UWAY & AC;NS 2+ TAK5 BY BO? ORGANISA;NS,-= EXAMPLE ! RE/ORA;N ( REGUL> RELA;N%IP MEET+S & 9CR1S$ =MAL;Y ( ! QUAL;Y MEET+S & ,I URGE ? MO;TUM TO 3T9UE = -------------------------------------#BF ! B5EFIT ( ALL1 N L1/ ( : ! P AT ! HE>T ( :AT BO? ORGANISA;NS D4 #GB4 ,I AL NOTE T ,:AIKAHA IS 9 ! PROCESS ( RES\RC+ ! DEVELOP;T ( A FUTURE QUAL;Y FRAME"W1 9CLUD+ 2+ FIT = PURPOSE = ! TRANS=M$ SY/EM "<: 9CLUDES A FOCUS ON 2+ P]SON-DIRECT$">4 #GC4 ,I "U/& T ? & ASSOCIAT$ "W TO UPDATE & PUBLI% ,:AIKAHA'S 9T]NAL #FB /&>D OP]AT+ PROC$URES W 2 ABLE TO A#BF 5COMPASS3 " PROVID+ PUBLIC DOCU;TA;N AB :AT ! 4ABIL;Y COMMUN;Y1 & PROVID]S !Y >E 5GAG$ )1 C EXPECT F ,:AIKAHA :5 A COMPLA9T IS RAIS$2 & "<;B"> SETT+ \ A FRAME"W = TAK+ ! /EPS \TL9$ 9 ! ,\TCOMES ,AGREE;T4 #GD4 ,:AIKAHA ADVISE T X IS LIKELY T ,:AIKAHA WD !N "W ) PROVID]S TO SEEK ALIGN;T ) T FRAME"W1 & WD RESPOND TO MY RECOMM5DA;N TO REVIEW O!R PROVID]S "? T PROCESS4 #GE4 ,I 5DORSE ? "W Z ! PROGRAMME >.D A FUTURE QUAL;Y FRAME"W W G "S WAY T[>DS ADDRESS+ ! ?RU/ ( _M ( ! RECOMM5DA;NS = ,:AIKAHA4 ,I URGE ,:AIKAHA TO "W ) PROVID]S 9 RELA;N TO ? "W4 ,,TOR "<;B"> ,:5 ,:AIKAHA %D ACT "<;B"> ,9 :AT CIRCUM/.ES %D AC;N 2 TAK5 BY ,:AIKAHA :5 A P]SON RAISES ISSUES T !Y H AB ,,IDEA ,S]VICES #FC " & :AT AC;N IS APPROPRIATE8 #GF4 ,I 3SID] T ! ,\TCOME ,AGREE;T CURR5TLY GOV]NS ! AC;NS ,:AIKAHA C TAKE :5 A P]SON RAISES ISSUES !Y H AB ,,IDEA OR O!R 3TRACT$ S]VICE PROVID]S4 ,9 T REG>D1 ! ,\TCOME ,AGREE;T SETS \ ! FRAME"W = :AT C 2 DESCRIB$ Z AN ESCALAT+ RESPONSE4 #GG4 ,I F9D T PROCESS TO BE3 "<;E"> ,9 ! F/ 9/.E1 X IS ! S]VICE PROVID]'S RESPONSIBIL;Y TO 5SURE T APPROPRIATE AV5UES EXI/ = P TO RAISE & H RESOLV$ GRIEV.ES AB S]VICES1 & TO 5SURE T A P]SON RAIS+ ANY S* GRIEV.E DOES N SU6] ANY REPRISAL "<,,DSS ,PR9CIPLES1 ,TI] ,"O ,S]VICE ,SPECIFICA;N1 CLAUSE #C4H">4 "<;F"> ,"!=E1 9 ! F/ 9/.E1 ,:AIKAHA "\ TO REF] ANY S* P]SON DIRECTLY TO ! S]VICE PROVID] = RESOLU;N VIA T S]VICE PROVID]'S COMPLA9T ME*ANISM4 ,:AIKAHA IS AL EMP[]$ BY ! ,\TCOME ,AGREE;T TO VISIT ! S]VICE PROVID] " OR 3TACT ! S]VICE #FD PROVID] BY PH"O OR EMAIL Z C#BF REQUIR$4 ,:AIKAHA MAY AL PROVIDE 3/RUCTIVE FE$BACK "<,CLAUSE #E4B ( ,FRAME"W ,T]MS & ,3DI;NS">4 -------------------------------------#BG "<;G"> ,:AIKAHA MAY 9ITIATE A 8,SPECIAL ,5QUIRY0 ": IF X1 ACT+ R1SONABLY1 2LIEVES ! S]VICE PROVID] HAS BR1*$ ! T]MS ( ! ,\TCOME ,AGREE;T "<,CLAUSES #E4D-#E4F ( ,FRAME"W ,T]MS & ,3DI;NS">4 "<;H"> ,:AIKAHA C 9ITIATE A 8,REM$Y ,PLAN0 ) ! S]VICE PROVID] IF X 3SID]S ! S]VICE PROVID] HAS BR1*$ XS OBLIGA;NS "U ! ,\TCOME ,AGREE;T1 & REGUL> COMMUNICA;N Z DESCRIB$ 9 ! ,RELA;N%IP ,PR9CIPLES 9 ! ,FRAME"W ,T]MS & ,3DI;NS HAS N RESOLV$ ! ISSUE "4 " ,IF ,:AIKAHA 2LIEVES ! S]VICE PROVID] HAS COMMITT$ A BR1* ( XS OBLIGA;NS "U ! ,\TCOME ,AGREE;T1 & ! BR1* POSES A SIGNIFICANT RISK TO ! H1L? & SAFETY ( P 9 ! S]VICE PROVID]'S C>E1 OR O!R SIGNIFICANT RISK ( NON-COMPLI.E ) ! ,\TCOME ,AGREE;T ,:AIKAHA MAY #FE 9ITIATE A NUMB] ( AC;NS3 "9#AB A#BG " ,AN AUDIT2 "9#AC &_/OR " ,! APPO9T;T ( AN ADVISOR = NO L;G] ?AN #C MON?S1 OR = A "T AGRE$ 9 WRIT+1 TO ASSI/ ! S]VICE PROVID] TO RESOLVE ANY QUAL;Y ISSUES4 ,! ADVISOR W MONITOR ! S]VICE PROVID]'S P]=M.E & REPORT BACK TO ,:AIKAHA & ! S]VICE PROVID]4 ,? IS PD = BY ,:AIKAHA4 " ,APPO9T AN APPROPRIATELY QUALIFI$ & EXP]I;ED TEMPOR>Y MANAG] TO TAKE OV] MANAGE;T ( ! PROVI.N ( S]VICES ON 2HALF ( ! S]VICE PROVID]1 TO REM$Y ! BR1* ID5TIFI$4 ,! S]VICE PROVID] W 2 LIABLE = ! R1SONABLE CO/S ( ! TEMPOR>Y MANAG]4 " ,SUSP5D "S OR ALL ( ! S]VICES "<& SUSP5D PAY;T = ^? S]VICES"> ON GIV+ WRITT5 NOTICE TO ! S]VICE PROVID] UNTIL ! BR1* IS RECTIFI$4 "9#AD "<;V"> ,)HOLD "S OR ALL ( ! PAY;TS TO ! S]VICE PROVID] UNTIL ! S]VICE PROVID] HAS REM$I$ A BR1* OR UNTIL ,:AIKAHA IS SATISFI$ T ! S]VICE PROVID] HAS TAK5 APPROPRIATE /EPS TO 5SURE T A BR1* #FF ( T NATURE W N HAPP5 AG4 "9#AE B#BG " ,:AIKAHA MAY REM$Y ! BR1* XF & RECOV] R1SONABLE CO/S F S]VICE PROVID]4 -------------------------------------#BH " ,:AIKAHA C EX]CISE XS T]M9A;N "RS 3TA9$ 9 ! ,FRAME"W ,T]MS & ,3DI;NS4 "9#AF "<;J"> ,:AIKAHA HAS ! P[] TO "UTAKE REGUL> AUDITS ( ! S]VICE PROVID] "<,APP5DIX #D">4 ,? C 9CLUDE Z TO XS COMPLA9TS4 "<;K"> ,:AIKAHA HAS ! P[] TO MAKE R1SONABLE DIREC;NS TO ! S]VICE PROVID] Z TO ! PROVI.N ( S]VICES1 ) S* DIREC;NS 2+ REQUIR$ TO 2 3SI/5T ) ! T]MS ( ! ,\TCOME ,AGREE;T "4 #GH4 ,I "!=E 3SID] T ! ,\TCOME ,AGREE;T PROVIDES ! ME*ANISMS = ,:AIKAHA TO TAKE :5 3C]NS >E RAIS$ DIRECTLY ) X BY A 4ABL$ P]SON OR "S"O F T P]SON'S FAMILY4 ,:AT NE$S TO 2 COMPLETELY CLE> & "U/OOD 2T ,:AIKAHA & ! S]VICE PROVID]1 H["E1 IS ! /EPS ,:AIKAHA W TAKE :5 S* A 3C]N IS RAIS$ & ! LEVEL ( REPORT+ BACK X W !N REQUIRE F ! S]VICE PROVID]1 S #FG T ! FRAME"W = 5SUR+ ! S]VICE A#BH PROVID] COMPLIES ) XS 3TRACTUAL OBLIGA;NS IS CLE>4 ,? NE$S TO 2 CLE>LY >TICULAT$ 9 ! RECOMM5D$ ,3TRACT ,MANAGE;T ,PLAN4 #GI4 ,FUR!R1 ": ,:AIKAHA PROPOSES TO "UTAKE XS ,SPECIAL ,5QUIRY "RS OR ANY REM$Y PLAN OR O!R AC;N 9 RESPECT TO AN 9DIVIDUAL COMPLA9T1 ,I 3SID] X TO 2 CRITICAL F A NATURAL JU/ICE P]SPECTIVE T ,:AIKAHA F/ PROVIDE ! S]VICE PROVID] ) RELEVANT & SU6ICI5T 9=MA;N 9 ORD] = ! S]VICE PROVID] TO 9VE/IGATE & RESPOND E6ECTIVELY4 ,? NECESSITATES & "UL9ES ! NE$ = "! TO 2 A CLE> ,3TRACTUAL ,MANAGE;T ,PLAN : PROVIDES TRANSP>5T & EXPLICIT GUIDEL9ES >.D NOTIFICA;NS & 9=MA;N %>+4 ,,TOR "<;C"> ,,IDEA'S COMPLA9T PROCESS "<;C"> ,:E!R ,,IDEA ,S]VICES' COMPLA9TS PROCESSES & XS APPROA* TO RESPOND+ TO COMPLA9TS AB XS #FH 3TRACT$ DELIV]Y ( 4ABIL;Y SUPPORT B#BH S]VICES IS APPROPRIATE ) REG>D TO ! 3TRACTUAL OBLIGA;NS & IF N1 :AT /EPS ,:AIKAHA %D TAKE TO 5SURE T ,,IDEA ,S]VICES' COMPLA9TS PROCESSES >E APPROPRIATE8 #HJ4 ,AT ! \TSET1 ,I F9D T ,,IDEA'S COMPLA9TS PROCESS1 9 T]MS ( XS DOCU;TA;N1 IS FIT = PURPOSE & ANY IMPROVE;TS ,I H RECOMM5D$ >E 9T5D$ TO /R5G!N X & MAKE X M ROBU/4 ,I AL F9D T1 DESPITE ! PROCESS XF 2+ FIT = PURPOSE1 H[ X HAS BE5 EXP]I;ED 9 PRACTICE BY _M ( ! "PICIPANTS TO MY REVIEW DOES N FIT ) ! DOCU;T$ PROCESSES1 L1D+ TO ! MI/RU/ AM;G/ ! COMMUN;Y T ,I H ID5TIFI$4 ,I AM HOPE;L & OPTIMI/IC T ! RECOMM5DA;NS ,I H MADE W HELP />T TO REGA9 T LO/ TRU/4 #HA4 ,= ! AVOID.E ( D\BT1 ,I D N 3SID] T ! FACT "! >E "S MATT]S TO 2 9CLUD$ 9 ! REVIEW ( ! COMPLA9TS PROCESS M1NS T ,,IDEA IS 9 BR1* ( ! ,TI] -------------------------------------#BI ,"O ,S]VICE ,SPECIFICA;N AL?1 ULTIMATELY1 T IS A MATT] = #FI ,:AIKAHA'S ASSESS;T4 A#BI #HB4 ,:AIKAHA & ,,IDEA1 Z "P ( ! ,3TRACT ,MANAGE;T ,PLAN ,I H RECOMM5D$1 %D AGREE ON A "TFRAME = MAK+ MY RECOMM5D$ *ANGES TO ! COMPLA9TS PROCESS4 #HC4 ,I RECOMM5D T ! COMPLA9TS PROCESSES ( O!R S]VICE PROVID]S 2 SIMIL>LY REVIEW$ BY ,:AIKAHA TO 5SURE !Y COMPLY ) :AT ,I H RECOMM5D$ 9 ? REPORT4 #HD4 ,! F/ "P ( ! ,,IDEA,'S ,COMPLA9TS ,POLICY SETS \ ! /EPS REQUIR$ TO 5SURE ! COMPLA9TS PROCESS IS A3ESSIBLE4 ,I F9D T ! DOCU;T$ PROCESS1 IF FOLL[$1 5SURES ! A3ESSIBIL;Y ( ! COMPLA9TS PROCESS4 ,= EXAMPLE3 " ,S]VICE US]S >E TO 2 GIV5 9=MA;N ON ! COMPLA9T S]VICE AT ! PO9T ( 5TRY TO ! S]VICE4 ,A COPY ( ! BRO*URE IS AL GIV5 TO ANY P ACT+ ON 2HALF ( ! S]VICE US]4 "<;B"> ,! BRO*URE IS AVAILABLE & A3ESSIBLE 9 ALL S]VICES & (FICES4 ,X 9CLUDES DETAILS ( A FREE TELEPH"O NUMB] Z "O AV5UE = MAK+ A COMPLA9T4 "<;C"> ,COMMUNICA;NS AB ! COMPLA9TS PROCESS >E TO 2 9CLUD$ 9 NEWSLRS1 #GJ ON ! WEBSITE1 & 9 O!R B#BI COMMUNICA;NS1 Z WELL Z 4PLAY$ ON PO/]S4 "<;D"> ,,IDEA PROVIDES EASY-R1D LRS ( EXPLANA;N & APOLOGY DIRECTLY TO ! P !Y SUPPORT1 EV5 ": A COMPLA9T IS MADE ON T P]SON'S 2HALF4 #HE4 ,! "TFRAMES = AC"KL$G+ & 9VE/IGAT+ A COMPLA9T "<#E & #AJ "W+ "DS RESPECTIVELY"> >E 3SI/5T ) ! REQUIRE;TS "U ! ,CODE4 ,9 MEET+S ) ME1 ,,IDEA 3FIRM$ T ^? "TFRAMES >E1 H["E1 M9IMUM /&>DS1 & T IF A M URG5T RESPONSE 0 NE$$1 T WD 2 D"O4 #HF4 ,I D NOTE T ! ,POLICY1 :ILE HELP;L 9 T]MS ( PRESCRIPTIVE /EPS TO NOTIFY P ( ! COMPLA9TS PROCESS & SET \ H[ ,,IDEA RESPONDS TO COMPLA9TS1 IS SIL5T ON IMPORTANT "QS >IS+ 9 ! 3TEXT ( ? REVIEW 9CLUD+3 " 5GAGE;T ) ,:AIKAHA OR 9DE$ O!R AG5CIES EXCEPT = ,,HDC2 "<;B"> MANAGE;T ( COMPLA9TS T D N RELATE TO C>E & S]VICES PROVID$ TO 9DIVIDUAL S]VICE US]S2 "<;C"> H[ ,,IDEA RESPONDS TO #GA 9DICATORS ( 3C]N : MAY1 = :AT"E C#BI R1SON1 N H BE5 TR1T$ OR 9T]PRET$ Z 3/ITUT+ A COMPLA9T "<= EXAMPLE1 COM;TS MADE 9 ! M$IA OR TO ANO!R AG5CY">4 #HG4 ,,IDEA MADE ! VALID COM;T TO ME 9 FE$BACK ON MY DRAFT REPORT T ! REVIEW RELATES ONLY TO S]VICES & S]VICE DELIV]Y & "!=E X DOES N SEEM APPROPRIATE TO -------------------------------------#CJ ADD BROAD] MATT]S OR 8NON COMPLA9TS0 TO ! ,POLICY4 ,:ILE ? IS TRUE ON XS FACE1 :AT ,I DID NOTE F ! "PICIPANTS TO ! REVIEW1 IS T (T5 3C]NS : ON _! FACE MAY N SEEM TO RELATE TO S]VICES & S]VICE DELIV]Y1 AT _! HE>T (T5 D1 & ! ABS;E ( RESOLU;N ( S* 3C]NS AT AN E>LY /AGE C L1D TO MI/RU/ & ESCALA;N ( MATT]S : !N D 2COME COMPLA9TS EXPLICITLY AB S]VICE DELIV]Y4 ,IF ! ,POLICY IS AM5D$ TO 2 ABLE TO RESPOND AT "S LEVEL TO ALL 3C]NS RAIS$1 EV5 VIA AN 9ITIAL ASSESS;T = A L9K TO S]VICE DELIV]Y1 ,I 3SID] ? W 2 A WOR?:ILE /EP 9 PREV5T+ "S ISSUES F 2COM+ L>G] ?AN !Y 7 ORIG9ALLY4 #HH4 ,I RECOMM5D T A REVIEW 2 #GB "UTAK5 Z SOON Z POSSIBLE TO A#CJ ADDRESS ! ABV ISSUES4 ,,IDEA H ADVIS$ ME T ! ,POLICY HAS _H TWO 9DEP5D5T REVIEWS COMPLET$ 9 #BJAG & #BJAI : 3FIRM$ T X 0 APPROPRIATE & N NE$+ ANY *ANGES4 ,,IDEA'S PLAN TO UPDATE ! ,POLICY 9 ! NEXT QU>T]1 & W REFLECT T ! TWO REVIEWS 9 #BJAG & #BJAI H O3URR$4 #HI4 ,MY OV]ALL IMPRES.N IS T ! ISSUES >IS+ 9 ! SAMPLE COMPLA9TS PROVID$ BY ,,IDEA1 TAK5 AT FACE VALUE ) ! 9=MA;N SUPPLI$ BY ,,IDEA1 H BE5 D1LT ) 9 A3ORD.E ) ! ABV ,POLICY4 ,N"O ( ^! SPECIFIC COMPLA9TS GIVE RISE TO ANY MAJOR 3C]NS ON MY "P 9 T]MS ( ,,IDEA'S MANAGE;T ( & RESPONSE TO ! SAMPLE COMPLA9TS X PROVID$ ME )4 ,9EVITABLY1 "! >E "S 9/.ES ": MATT]S CD H BE5 H&L$ DI6]5TLY AM;G/ ! SAMPLE COMPLA9TS1 B "! IS NO?+ TO SU7E/ T ,,IDEA HAS ACT$ 9 A FUNDA;TALLY FLAW$ WAY ) REG>D TO ANY ( ^! SAMPLE COMPLA9TS4 ,CRITICALLY1 H["E1 IS ! P]CEP;N T ! "PICIPANTS :O CAME TO ME _H ( ! COMPLA9TS PROCESS OV]ALL1 & _! SPECIFIC 3C]NS : MAY OR MAY N H #GC RESULT$ 9 SPECIFIC COMPLA9TS TO B#CJ ,,IDEA1 Z WELL Z ^? ASPECTS ON : ! COMPLA9TS POLICY IS CURR5TLY SIL5T4 #IJ4 ,I AL NOTE T ,I DID N 3DUCT A FULL 9VE/IGA;N 9TO ^! MATT]S1 Z T 0 \ ( SCOPE1 B M]ELY ASSESS$ ! ,,IDEA RESPONSE AG/ ! ,POLICY4 #IA4 ,9 ORD] TO REBUILD ! TRU/ ( ! COMMUN;Y X REPRES5TS & S]VES1 : IS P]CVD BY _M ,I SPOKE TO 2 L[ OR NON-EXI/5T1 ,I "!=E RECOMM5D T ,,IDEA3 " ,C>RY \ A REFRE%$ TRA9+ PROGRAMME = ALL XS /AFF ( XS COMPLA9TS POLICY "4 "<;B"> ,ADVISE S]VICE US]S & _! :_ANAU "? A D$ICAT$ COMMUNICA;N M1NS " OR SPECIAL NEWSLR"> ( ! EXI/;E & SUB/.E ( ! REVIEW$ COMPLA9TS POLICY & ! /AFF TRA9+ PROGRAMME1 & ADVISE S]VICE US]S & _! :_ANAU T ,,IDEA W TAKE S]I\SLY & 9VE/IGATE ALL ALLEG$ 9/.ES ( ! COMPLA9TS POLICY N 2+ FOLL[$1 OR RETALIATORY ?R1TS 2+ MADE4 #IB4 ,! EXT5SIVE DOCU;TA;N #GD "UP9N+ EA* ( ! SAMPLE COMPLA9TS C#CJ PROVIDES HELP;L 3TEXT AB ! COMPLEX;Y ( "S ( ! MATT]S COMPLA9$ AB4 ,9 MY VIEW1 A BI7] ISSUE : REFLECTS 3C]NS RAIS$ ) ME BY "PICIPANTS IS T !Y FEEL Z IF 3C]NS MAY 2 RAIS$ 8ON ! GR.D0 BY FAMILY MEMB]S1 OR N RAIS$ AT -------------------------------------#CA ALL1 : M1NS AN ISSUE IS N TR1T$ Z A COMPLA9T "U ! ,POLICY & IS "!=E N RESOLV$1 "S"TS = _M YE>S1 & "S"TS L1D+ TO AN IRRETRIEVABLE BR1KD[N 9 ! RELA;N%IP 2T ,,IDEA & A FAMILY4 #IC4 ,I AM 3FID5T T ,,IDEA'S ,POLICY IS 9T5D$ TO OP]ATE F ! GR.D UP4 ,I 3SID]1 H["E1 T EXPLICIT & REFRE%$ 5GAGE;T ) 4ABL$ P]SONS & _! :_ANAU NE$S TO 2 "UTAK51 S T "EY"O "U/&S T ALL MATT]S 9T5D$ Z EI 3C]NS OR COMPLA9TS >E CAPTUR$ & ASSESS$1 & T /AFF >E TRA9$ TO ID5TIFY :5 A MATT] %D 2 REF]R$ TO ! =MAL COMPLA9TS PROCESS4 #ID4 ,:ILE X APPE>S T ! ORGANISA;N IS MEET+ XS ,CODE OBLIGA;NS TO 5SURE T S]VICE US]S & _! :_ANAU >E PROVID$ #GE ) 9=MA;N AB H[ TO MAKE A A#CA COMPLA9T1 & ! ,ORGANISA;N APPROPRIATELY A3EPTS COMPLA9TS 9 ANY =M "<:E!R V]BAL OR WRITT5">1 MY 3C]N IS T _M FAMILY MEMB]S TOLD ME !Y _H BR"\ MATT]S TO ! ATT5;N ( /AFF ON ! GR.D & ^? FAMILY MEMB]S 3SID] ! ISSUES >E !N N 2+ APPROPRIATELY TR1T$ & D1LT ) Z COMPLA9TS4 ,"! IS AL LANGUAGE EVID5T 9 "S ( ! RESPONSES : IS UNNECESS>ILY COMBATIVE & 4RESPECT;L4 #IE4 ,I "!=E RECOMM5D T ,,IDEA1 9 XS REVIEW ( XS ,COMPLA9TS ,POLICY1 5SURES T3 " ,ALL COMMUNICA;NS ) 4ABL$ P & _! FAMILY MEMB]S AB RAIS+ 3C]NS MAKES CLE> T ,,IDEA HAS A Z]O TOL].E APPROA* TO RETALIA;N ON ^? RAIS+ 3C]NS & T ALL 3C]NS & COMPLA9TS >E WELCOM$ & W 2 D1LT ) 9 A3ORD.E ) ! ,POLICY4 "<;B"> ,! ,POLICY TO MAKE CLE> T ALL 3C]NS C 2 ASSESS$ & W 2 D1LT ) "U ! ,POLICY IF X IS ASSESS$ T !Y RAISE ISSUES ( S]VICE DELIV]Y4 "<;C"> ,ALL /AFF ACR ,,IDEA AT #GF ALL LEVELS TO 2 REM9D$ T X IS ! B#CA "R ( ! 4ABL$ P]SON &_/ OR _! FAMILY MEMB]S TO RAISE 3C]NS & COMPLA9TS & ALL COMMUNICA;NS ) ^? P]SONS >E TO 2 3DUCT$ 9 A POLITE1 RESPECT;L & MANA 5HANC+ MANN]4 "<;D"> ,,IDEA TO 3SID] =MULAT+ "S =M ( E>LY 9T]V5;N_/DE-ESCALA;N APPROA* ) PROCESSES TO D1L ) LESS S]I\S ISSUES4 ,? MIT POLICY "W ) ! ,GOV]N;T1 9 3JUNC;N ) ,,IDEA1 O!R PROVID]S1 & ) ,,HDC TO 9CR1SE ! ROLE ! ADVOCACY S]VICE C PLAY 9 ! 4ABIL;Y SP"H4 #IG4 ,BO? ,,HDC & ,,IDEA EXPRESS$ A 2LIEF T EA* WD B5EFIT F "S JO9T "W 2T ! 3TACT OR RELA;N%IP P]SON AT EA* AG5CY4 ,CRITICALLY1 ,,IDEA 0 CLE> #GG T X WD WELCOME FUR!R 5GAGE;T ) ! #CB ,,HDC ON 3T9U+ ! EXI/+ RELA;N%IP 2T ! ORGANISA;NS1 "PICUL>LY ) MUTUAL ASSI/.E 9 F9D+ AVAILABLE EXP]TISE TO ASSI/ 9 9VE/IGA;N PROCESSES1 & AL WAYS 9 : BO? ORGANISA;NS C "W TGR TO %ORT5 :AT >E CURR5TLY (T5 V L;G "TFRAMES4 ,9 TURN1 ,,HDC 9DICAT$ X WD APPRECIATE GRT] CL>;Y F S]VICE PROVID]S >.D PROCESSES = 9=MA;N %>+ = COMPLA9TS REF]R$ TO X4 ,:ILE ? IS \TSIDE ! SCOPE ( MY REVIEW1 9 T X RELATES TO ,,IDEA & ,,HDC & N ,,IDEA & ,:AIKAHA1 X MAY N"O!.S 2 HELP;L = ,,IDEA TO 3SID] MEET+ ) ,,HDC1 ) O!R S]VICE PROVID]S1 AT A S5IOR LEVEL TO 4CUSS ISSUES SPECIFIC TO ! 4ABIL;Y SECTOR & H[ BO? ORGANISA;NS C BETT] "W TGR TO ADDRESS COMPLA9TS REF]R$ TO ,,HDC4 #IH4 ,I NOTE T ,,IDEA APPROPRIATELY HAS DI6]5T PROCESSES = MANAG+ DIRECT COMPLA9TS & ,,HDC COMPLA9TS4 ,! DI6];ES 9 APPROA*,-& BO? PROCESSES,->E S.D4 ,ANY COMPLA9T ALLEG+ ILLEGAL OR CRIM9AL ACTIV;Y "<9CLUD+ ALLEGA;NS ( PHYSICAL OR SEXUAL ABUSE"> IS REPORT$ TO ! #GH ,POLICE4 ,! ORGANISA;N'S USUAL A#CB PROCESS IS T X DOES N RESPOND TO COMPLA9TS F P :O H NO DIRECT RELA;N%IP TO S]VICE US]S1 ON ! BASIS T ^? COMPLA9TS >E N COV]$ BY ! ,CODE4 ,! ORGANISA;N DOES N NORMALLY TR1T /ATE;TS MADE TO ! M$IA Z A COMPLA9T EI1 AL? X W 8"S"TS0 R1* \ & (F] SUPPORT VIA ! COMPLA9TS PROCESS4 ,I 3SID] T "! IS A NE$ = A PROCESS )9 ,,IDEA TO AC"KL$GE & RESPOND TO COMPLA9TS OR ISSUES T MAY N FALL )9 ! ,CODE " & "! NE$S TO 2 CL>;Y Z TO ,:AIKAHA'S EXPECTA;NS REG>D+ S* COMPLA9TS "4 #II4 ,I AM AW>E T ,,IDEA IS MAK+ *ANGES TO XS COMPLA9TS FRAME"W1 3SI/5T ) XS COMMIT;T TO 3T9U\S IMPROVE;T4 ,! MA9 *ANGE "UWAY AT PRES5T IS ! 9TRODUC;N ( A NEW COMPLA9TS DATABASE : HAS BE5 TRIALL$ AT ! ,*IEF ,OP]AT+ ,(FIC] LEVEL & W 2 ROLL$ \ 9 A /AG$ PROCESS AF US] TE/+ IS COMPLET$4 ,9 ADDI;N1 ,,IDEA IS "W+ TO DEVELOP & %>E M 8CASE LE>N+S0 ) #GI /AFF1 9 RESPONSE TO FE$BACK F A B#CB REC5T SURVEY4 ,! 9T5;N IS TO PUBLI% DOCU;TS ( ? NATURE ON A REGUL> BASIS & TO 4CUSS !M AT T1M MEET+S4 ,I 5DORSE ? "W & RECOMM5D X 2 3T9U$1 & EXP&$ TO 9CLUDE TRA9+ TO /AFF ON :AT "\ PROP]LY TO 2 TR1T$ & MANAG$ Z A COMPLA9T4 ,9 ? REG>D1 ,I RECOMM5D T /AFF >E TRA9$ TO RECOGNISE T "D-TO-"D 3C]NS OR 9=MAL REQUE/S %D APPROPRIATELY 2 ASSESS$ Z COMPLA9TS EV5 IF !Y >E N EXPRESS$ Z S*4 ,? W 2 RELEVANT TO ,,IDEA'S ABIL;Y TO TRACK TR5DS & TO ID5TIFY SY/EMIC ISSUES T %D 2 ADDRESS$ 9 O!R RESID;ES4 #AJJ4 ,,IDEA AL EMPHASIS$ TO ME T "S COMPLA9TS SIMPLY _C 2 RESOLV$ SATISFACTORILY & ,I H SE5 EVID;E ( ? 9 "S ( ! "PICIPANTS T H SPOK5 TO ME4 ,Z ,I H RECOMM5D$ ABV1 ,:AIKAHA & ,,IDEA NE$ TO "W TGR TO =MULATE POSSIBLE OP;NS TO ADDRESS ^! TYPES ( CIRCUM/.ES4 ,L1V+ ANY ISSUE UNRESOLV$ IS1 9 MY VIEW1 9 T5.N ) ,"R #AJ"<#C"> ( ! ,CODE : REQUIRES ! PROVID] TO FACILITATE ! FAIR1 SIMPLE1 SPE$Y & E6ICI5T RESOLU;N ( #HJ COMPLA9TS4 ,9 ? RESPECT1 REGULA;N #CC #C ( ! ,H1L? & ,4ABIL;Y ,COMMIS.N] "<,CODE ( ,H1L? & ,4ABIL;Y ,S]VICES ,3SUM]S' ,"RS"> ,REGULA;NS #AIIF IS RELEVANT1 NOT+ T A PROVID] IS N 9 BR1* ( ! ,CODE IF ! PROVID] HAS TAK5 R1SONABLE AC;NS 9 ! CIRCUM/.ES TO GIVE E6ECT TO ! "RS1 & COMPLY ) ! DUTIES1 9 ? ,CODE4 ,! ONUS IS ON ! PROVID] TO PROVE T X TOOK R1SONABLE AC;NS4 ,9 "S CIRCUM/.ES1 RESOLU;N MAY M1N T BO? "PIES AC"KL$GE T "! _C 2 ANY RESOLU;N TO EA* "PY'S SATISFAC;N1 & 9/1D X IS AC"KL$G$ T ! "PIES H COMPLET$ A PROCESS TO ATTEMPT TO RESOLVE MATT]S1 B A SATISFACTORY \TCOME CD N 2 MET4 ,I 3SID] T TO 2 / R1*+ AN \TCOME 9 T]MS ( ! ,CODE'S REQUIRE;TS4 #AJA4 ,"S FAMILIES TOLD ME !Y _H BE5 ADVIS$ ( T]M9A;N ( S]VICES )\T ASSI/.E 9 A3ESS+ ALT]NATIVE S]VICES4 ,,IDEA 4PUTES ? & EMPHASISES T XS APPROA* IS ALW TO 5SURE T ": X ADVISES T X NE$S TO POT5TIALLY OR ACTUALLY )DRAW F S]VICE1 ? IS ALW D"O ON ! "U/&+ T "! W NE$ TO 2 A TRANSI;N PLAN & P]IOD4 ,? IS \TL9$ #HA 9 ,,IDEA'S 3TRACTUAL A#CC SPECIFICA;NS4 ,FUR!R1 ,,IDEA IS REQUIR$ TO FOLL[ ! =M] ,M9I/RY ( ,H1L? ,EXIT ,POLICY = ,RESID5TIAL ,S]VICE ,US]S 9 CIRCUM/.ES ": X 2LIEVES X NE$S TO )DRAW S]VICE4 ,I "U/& T T ,POLICY REQUIRES REVIEW1 & ,I RECOMM5D ,:AIKAHA PRIORITISES ? "W Z A MATT] ( URG5CY1 9VOLV+ S]VICE PROVID]S 9 ! REVIEW4 #AJB4 ,F9ALLY1 ,I RECOMM5D T ALL S]VICE PROVID]S 3SID] DEVELOP+ A =MAL APOLOGY & R$RESS ,POLICY = :5 COMPLA9TS >E UPHELD4 ,S* A ,POLICY %D 2 MODELL$ ON ! FOLL[+ GUID+ PR9CIPLES3 "9#AG " ,:]"E POSSIBLE1 ! APOLOGY %D COME F ! LEVEL )9 ! S]VICE PROVID] T ! P]SON A6ECT$ REQUE/S1 & 9 ! =M ! P]SON PREF]S "4 "<;B"> ,! APOLOGY %D MAKE CLE> ! P]SON GIV+ X HAS LI/5$ TO ! SURVIVOR'S /ORY1 & T ! A6ECT$ P]SON HAS BE5 HE>D & 2LIEV$4 ,X %D AC"KL$GE ! H>M SU6]$ & %D EXPRESS REGRET = T H>M1 )\T ! P]SON GIV+ ! APOLOGY FEEL+ !Y H A3EPT$ #HB RESPONSIBIL;Y4 B#CC "<;C"> ,! APOLOGY %D AC"KL$GE ! MAIA1 OR C\RAGE1 ( ! P]SON 9 COM+ =W>D & %>+ _! /ORY4 "<;D"> ,! APOLOGY %D RE/ATE ! S]VICE PROVID]'S COMMIT;T TO MAK+ XS S]VICES A SAFE PLACE = ALL ^? 9 XS C>E4 ,X %D SET \ ANY /EPS TAK5 TO RECTIFY ! H>M CAUS$ TO ! P]SON4 "<;E"> ,IF APPROPRIATE1 ! APOLOGY TO 2 3SI/5T ) TIKANGA ,M_AORI1 OR ) ,PACIFIC CULTURAL PRACTICES4 -------------------------------------#CD #AJC4 ,= COMPLETE;S1 ,I NOTE T ! ,,IDEA #BJBB ,QUAL;Y ,REPORT 3TA9S 9=MA;N AB ! SURVEY ( FAMILY & :_ANAU SEEK+ _! VIEWS ON ! COMPLA9TS PROCESS4 ,! SURVEY CAPTUR$ RESPONSES F #CEH P1 REPRES5T+ #AF P]C5T ( ! TOTAL NUMB] ( P :O H A FAMILY MEMB] 9 RESID5TIAL S]VICES4 ,! SURVEY 0 S5T TO #EDB R&OMLY SELECT$ 9DIVIDUALS VIA A PROCESS DET]M9$ BY A ,QUAL;Y ,T1M /AFF MEMB]4 ,I AC"KL$GE ? SURVEY 9ITIATIVE BY ,,IDEA Z A POSITIVE WAY TO TAKE PROACTIVE #HC /EPS TO SEEK DETAIL$ 5GAGE;T & A#CD FE$BACK ) S]VICE US]S & FAMILIES1 & ,I URGE ,,IDEA TO 3T9UE TO "UTAKE ? 9ITIATIVE ON A REGUL> BASIS4 #AJD4 ,ALM HALF ( ! RESPOND5TS " SD !Y _H MADE A COMPLA9T TO ,,IDEA ,S]VICES & TWO ?IRDS ( T NUMB] "<#AAI"> SD ! COMPLA9T 0 RESOLV$ TO _! SATISFAC;N4 ,9 O!R ^WS1 MY CALCULA;NS 9DICATE T APPROXIMATELY "O- ?IRD ( ! TOTAL NUMB] ( RESPOND5TS REPORT$ " MAK+ A COMPLA9T & "<;B"> SATISFACTORY RESOLU;N ( T COMPLA9T4 #AJE4 ,ONLY #DI ( ! #CEH RESPOND5TS TO ! SURVEY REPORT$ T !Y MADE A COMPLA9T & T X 0 N RESOLV$ TO _! SATISFAC;N4 ,9 O!R ^WS1 #AD P]C5T ( RESPOND5TS REPORT$ " MAK+ A COMPLA9T & "<;B"> UNSATISFACTORY RESOLU;N ( ! COMPLA9T4 ,! 9DEP5D5T 3SULTANT NOT$ !MES AM;G/ ^? #DI ( COMPLA9TS 2+ UNSUB/ANTIAT$ OR N UPHELD AG/ /AFF1 AGRE$ *ANGES N 2+ SUB/ANTIAL 5 OR N FEEL+ WELL LI/5$ TO OR COMMUNICAT$ ) "? ! PROCESS4 #HD ,,TOR "<;D"> B#CD ,:AIKAHA'S PROCESSES "<;D"> ,:E!R ,:AIKAHA'S PROCESSES & APPROA* TO RESPOND+ TO COMPLA9TS AB ,,IDEA ,S]VICES' 3TRACT$ DELIV]Y ( 4ABIL;Y SUPPORT S]VICES IS APPROPRIATE & IF N1 :AT /EPS ,:AIKAHA %D TAKE TO 5SURE X IS APPROPRIATE8 #AJF4 ,I H ADDRESS$ 9 " ABV ! /EPS ! ,\TCOME ,AGREE;T SETS \ = :5 ,:AIKAHA RCVS A COMPLA9T AB A S]VICE PROVID] DIRECTLY4 #AJG4 ,I D N 3SID] AT PRES5T T ,:AIKAHA'S PROCESSES & APPROA* TO RESPOND+ TO COMPLA9TS AB ,IDEA'S DELIV]Y ( S]VICES IS APPROPRIATE4 ,I SAY ? N 2C "! IS NO PROCESS,-BROADLY SP1K+1 T IS 3TA9$ 9 ! ,\TCOME ,AGREE;T1 B 2C "! >E NO CLE> /EPS & FRAME"W = H[ ! ME*ANISMS 9 ! ,\TCOME ,AGREE;T W APPLY4 #AJH4 ,? IS ! R1SON ,I H RECOMM5D$ ! =MULA;N ( A ,3TRACT ,MANAGE;T ,PLAN1 N TO USURP ! V CLE> PROVI.NS ( ! ,\TCOME ,AGREE;T1 B TO 5SURE BO? "PIES H A #HE CLE> "U/&+ ( _! EXPECTA;NS1 ROLES C#CD & OBLIGA;NS1 & TO 5SURE :5 AC;N IS TAK5 OR 9=MA;N IS S"\1 X HAPP5S 3SI/5TLY4 #AJI4 ,I "!=E REF] AG TO MY RECOMM5DA;NS ABV 9 RELA;N TO ! PROPOS$ ,3TRACT ,MANAGE;T ,PLAN4 -------------------------------------#CE ,APP5DIX ,A3 ,3TEXT & LEGAL FRAME"W ,,IHC 0 F.D$ 9 #AIDI BY A GR\P ( P>5TS :O WANT$ EQUAL TR1T;T F ! $UCA;N & H1L? SY/EMS = _! *N ) 9TELLECTUAL 4ABILITIES4 ,,IHC ,NEW ,Z1L& IS AN 9CORPORAT$ SOCIETY & IS REGI/]$ Z A *>;Y ON ! ,*>ITIES ,REGI/]4 ,! ,,IHC ,GR\P ( ,*>ITIES 5COMPASSES ?REE :OLLY-[N$ SUBSIDI>IES ) 3TRACT FUND+ & COMMUN;Y PROGRAMMES FUND$ BY DONA;NS "<,,IHC1 ,,IDEA ,S]VICES & ,A3ESSIBLE ,PROP]TIES">4 ,A3ESSIBLE ,PROP]TIES PROVIDES SOCIAL & 4ABIL;Y H\S+2 ,,IDEA ,S]VICES SUPPORTS ADULTS ) 9TELLECTUAL 4ABILITIES TO LIVE 9 _! [N HOMES & 2 "P ( _! LOCAL #HF COMMUNITIES2 "4 ,,IHC ADVOCATES = ! "RS1 9CLU.N & WELF>E ( ALL P ) 9TELLECTUAL 4ABILITIES & SUPPORTS !M TO LIVE SATISFY+ LIVES 9 ! COMMUN;Y4 ,,IHC PROVIDES ADVOCACY1 VOLUNTE]+1 EV5TS1 MEMB]%IP ASSOCIA;NS & FUNDRAIS+4 ,X IS IMPORTANT TO EMPHASISE T ? REVIEW 0 FOCUSS$ ON ! ,,IDEA ,S]VICES LIMB ( ,,IHC AL? 3C]NS 7 BR"\ TO MY ATT5;N BY "PICIPANTS 9 RELA;N TO ! O!R LIMBS Z WELL1 : >E 2Y ! SCOPE ( MY REVIEW4 ,,IDEA ,S]VICES IS ,NEW ,Z1L&'S L>GE/ PROVID] ( S]VICES = P ) 9TELLECTUAL 4ABILITIES & _! FAMILIES4 ,_! /AT$ CORE VALUES >E3 ,EMP[];T1 ,9CLU.N1 ,RESPONSIVE;S & ,SUPPORT4 "9#AH ,,IDEA EXPRESSLY RECOGNISES T1 9 SUPPORT+ P ) 9TELLECTUAL 4ABILITIES1 !Y M/ "W 9 "PN]%IP ) !M TO AID _! P]SONAL DEVELOP;T1 T EA* P]SON'S PLAN IS #HG UNIQUE & T "! IS NO "O-SIZE-FITS- B#CE ALL APPROA*4 "9#AI ,! S]VICES ,,IDEA PROVIDES 9CLUDE SUPPORT$ LIV+1 RESID5TIAL LIV+ ) SUPPORT1 ACTIVITIES1 H1L?Y AGE+1 SPECIALI/ S]VICES & A3ESS+ SUPPORT4 ,,IDEA IS FUND$ BY ! ,GOV]N;T "? ,:AIKAHA &1 TO A3ESS ,,IDEA'S S]VICES1 A P]SON M/ "UGO A COMPREH5SIVE NE$S ASSESS;T1 C>RI$ \ BY ,NE$S ,ASSESS;T & ,S]VICE ,COORD9A;N ,S]VICES "<,,NASC,'S"> OR AN ,5ABL+ ,GD ,LIVES 3NECTOR1 DEP5D+ ON ! P]SON'S REGION4 ,Z A 4ABIL;Y S]VICES PROVID] T RCVS FUND+ F ! ,GOV]N;T1 ,,IDEA OP]ATES )9 A COMPLEX FRAME"W ( LEGAL OBLIGA;NS T REFLECT XS COMMIT;TS TO ! P X SUPPORTS & _! :_ANAU1 XS /AFF1 O!R H1L? & 4ABIL;Y S]VICE PROVID]S1 XS F"US1 & ! G5]AL PUBLIC4 ,5ABL+ ,GD ,LIVES ,9 #BJAA1 MEMB]S ( ! 4ABIL;Y COMMUN;Y DEVELOP$ ! ,5ABL+ ,GD ,LIVES APPROA* ) ! 9T5T ( 9CR1S+ *OICE & 3TROL = 4ABL$ P & _! FAMILIES4 "9#BJ ,! ,5ABL+ ,GD #HH ,LIVES APPROA* IS A F.DA;N & C#CE FRAME"W TO GUIDE POSITIVE *ANGE = 4ABL$ P1 FAMILIES1 COMMUNITIES & GOV]N.E /RUCTURES4 ,! ,5ABL+ ,GD ,LIVES APPROA* HAS EIE BAS$ ON RESPECT T[>DS 4ABL$ P & _! FAMILIES CULM9AT+ 9 TRU/+ 4ABL$ P & _! FAMILIES TO 2 DECI.N- MAK]S 9 _! [N LIVES & TO GOV]N ! RES\RCES US$ = _! SUPPORT4 ,! ,5ABL+ ,GD ,LIVES APPROA* HOLDS T 4ABL$ P & FAMILIES C BR+ AB POSITIVE -------------------------------------#CF *ANGE :5 !Y H 3TROL OV] RES\RCES "E MANAG$">1 A3ESS TO AN 9DEP5D5T ALLY1 A3ESS TO RES\RCES TO BUILD REGIONAL & NA;NAL L1D]%IP & 9VE/;T 9 4ABL$ P1 FAMILIES & _! COMMUNITIES4 ,! ,5ABL+ ,GD ,LIVES PR9CIPLES GOV]N ! "PN]%IP 2T ! 4ABIL;Y SECTOR & GOV]N;T AG5CIES ) A VIEW TO A*IEV+ L;G-T]M TRANS=MA;N ( H[ 4ABL$ P & :_ANAU >E SUPPORT$ TO LIVE "EY"D LIVES4 ,! #HI ,5ABL+ ,GD ,LIVES ,PR9CIPLES >E A#CF 5CAPSULAT$ 9 CLAUSE #I4AC ( ,APP5DIX #I ( ! CURR5T ,\TCOME ,AGREE;T 2T ,,IDEA & ,:AIKAHA4 ,! PR9CIPLES TO GUIDE *ANGE 9 ! 9T]E/S ( ,5ABL+ ,GD ,LIVES >E3 " ,SELF-DET]M9A;N3 ,4ABL$ P >E 9 3TROL ( _! LIVES4 "<;B"> ,2G9N+ E>LY3 ,9VE/ E>LY 9 FAMILIES & :_ANAU TO SUPPORT !M1 TO 2 ASPIRA;NAL = _! 4ABL$ *1 TO BUILD COMMUN;Y & NATURAL SUPPORTS1 & TO SUPPORT 4ABL$ *N TO 2COME 9DEP5D5T1 R ?AN WAIT+ = A CRISIS 2F SUPPORT IS AVAILABLE4 "<;C"> ,P]SON-C5TR$3 ,4ABL$ P H SUPPORTS T >E TAILOR$ TO _! 9DIVIDUAL NE$S & GOALS & T TAKE A :OLE LIFE APPROA* R ?AN 2+ SPLIT ACR PROGRAMMES4 "<;D"> ,ORD9>Y LIFE \TCOMES3 ,4ABL$ P >E SUPPORT$ TO LIVE AN "EY"D LIFE 9 "EY"D PLACES2 & >E REG>D$ Z CITIZ5S ) OPPORTUNITIES = LE>N+1 EMPLOY;T1 HAV+ A HOME & FAMILY1 & SOCIAL "PICIPA;N,-L O!RS AT SIMIL> /AGES ( LIFE4 #IJ "<;E"> ,MA9/R1M F/3 ,4ABL$ P >E B#CF SUPPORT$ TO A3ESS MA9/R1M S]VICES 2F SPECIALI/ 4ABIL;Y S]VICES4 "<;F"> ,MANA 5HANC+3 ,! ABILITIES & 3TRIBU;NS ( 4ABL$ P & _! FAMILIES >E RECOGNIS$ & RESPECT$4 "<;G"> ,EASY TO USE3 ,4ABL$ P H SUPPORTS T >E SIMPLE TO USE & FLEXIBLE4 "<;H"> ,RELA;N%IP BUILD+3 ,SUPPORTS BUILD & /R5G!N RELA;N%IPS 2T 4ABL$ P1 _! :_ANAU & COMMUN;Y4 ,\TCOME ,AGREE;T & ,S]VICE ,SPECIFICA;NS ,,IDEA'S CURR5T 3TRACTUAL >RANGE;TS ) ,:AIKAHA >E 3TA9$ 9 AN ,\TCOME ,AGREE;T & ,S]VICE ,SPECIFICA;NS4 ,! LA/ ,\TCOME ,AGREE;T1 COMPRIS+ #AC V>IA;NS1 EXPIR$ ON #CJ ,NOVEMB] #BJBB4 ,AF A P]IOD ( NEGOTIA;N1 ! CURR5T ,\TCOME ,AGREE;T 0 SIGN$ 9 ,MAY #BJBC1 E6ECTIVE #A ,DECEMB] #BJBB1 & EXPIRES ON #CJ ,NOVEMB] #BJBE4 ,! ,\TCOME ,AGREE;T DESCRIBES ! \TCOMES TO 2 A*IEV$1 ! S]VICES ,,IDEA ) PROVIDE TO 3TRIBUTE T[>DS A*IEV+ T #IA \TCOME1 & ! P]=M.E M1SURE FRAME"W C#CF TO ASSESS ! PROVI.N ( ! ,S]VICES & :E!R ! ,S]VICES H 3TRIBUT$ T[>DS A*IEV+ ! ,\TCOMES4 "9#BA -------------------------------------#CG ,,IDEA IS REQUIR$ BY ! ,\TCOME ,AGREE;T TO PROVIDE ! S]VICES LI/$ 9 ,APP5DIX #E 9 A3ORD.E ) ! RELEVANT ,S]VICE ,SPECIFICA;NS 9 ,APP5DIX #A4 "9#BB ,9 ! PROVI.N ( ! S]VICES1 ,,IDEA M/ MEET OR EXCE$ ANY P]=M.E M1SURES SET \ 9 ,APP5DIX #A & ,APP5DIX #AJ4 ,! P]=M.E M1SURES >E US$ TO DET]M9E :E!R ,,IDEA HAS BE5 SU3ESS;L 9 DELIV]+ ! S]VICE 9 A3ORD.E ) ! ,\TCOME ,AGREE;T4 "9#BC ,9 PROVID+ ! S]VICES1 ,,IDEA IS REQUIR$ TO FOLL[ ! R1SONABLE DIREC;NS ( ,:AIKAHA "4 "9#BD " ,APP5DIX #A REQUIRES T ! S]VICES W 2 DELIV]$ AC TO ! ,TI] ,"O ,S]VICE ,SPECIFICA;NS4 "9#BE ,! ,TI] ,"O ,S]VICE ,SPECIFICA;NS 9CORPORATE A NUMB] ( #IB ! O!R LEGAL OBLIGA;NS & P>AMET]S A#CG RELEVANT TO ,,IDEA'S PROVI.N ( S]VICES3 "<;B"> ,CLAUSE #C REFLECTS ,:AIKAHA'S COMMIT;T TO ! ,UNIT$ ,NA;NS ,3V5;N ON ! ,"RS ( ,P]SONS ) ,4ABILITIES1 ! OBJECTIVES ( ! ,NEW ,Z1L& ,4ABIL;Y ,/RATEGY1 & ! ,CODE ( ,H1L? & ,4ABIL;Y ,S]VICES ,3SUM]S' ,"RS3 "9#BF I4 ,P >E 9DIVIDUALS :O H ! 9H]5T "R TO RESPECT = _! HUMAN WOR? & DIGN;Y4 ,! 9DIVIDUAL NE$S & GOALS ( ! P]SON RCVG S]VICES >E MET & ! "RS ( ! ,P]SON TO PRIVACY & 3FID5TIAL;Y >E RESPECT$4 II4 ,P H ! "R TO LIVE 9 & 2 "P ( _! COMMUN;Y4 ,S]VICES H Z _! FOCUS ! A*IEVE;T ( POSITIVE \TCOMES = ,P1 S* Z 9CR1S$ 9DEP5D;E1 SELF-DET]M9A;N1 & 9TEGRA;N 9TO _! COMMUN;Y4 ,S]VICES 3TRIBUTE TO 5SUR+ T ! 3DI;NS ( ! "EY"D LIFE ( ,P >E ! SAME Z1 OR Z CLOSE Z POSSIBLE TO NORMS & PATT]NS1 : >E VALU$ 9 ! G5]AL COMMUN;Y "4 ,"PICIPA;N 9 ! LOCAL COMMUN;Y IS MAXIMIS$ "? PHYSICAL & SOCIAL 9TEGRA;N & AN 9NOVATIVE1 FLEXIBLE APPROA* TO #IC MEET *ANG+ NE$S & *ALL5GES IS B#CG ADOPT$4 III4 ,P H ! "R TO R1LISE _! 9DIVIDUAL CAPACITIES = PHYSICAL1 SOCIAL1 EMO;NAL & 9TELLECTUAL DEVELOP;T4 ,S]VICES PROMOTE RECOGNI;N ( ! COMPET;E ( ,P1 & 5H.E ! IMAGE ( P ) A 4ABIL;Y4 ,A ,P]SON-L$ APPROA* P]M1TES ALL S]VICES ) 9DIVIDUALIS$ S]VICES APPROPRIATELY RESPOND+ TO ! "PICUL> LIFE SKILLS1 NE$S & GOALS ( 9DIVIDUAL ,P]SONS4 IV4 ,P H ! SAME "RS Z O!R MEMB]S ( SOCIETY TO S]VICES : SUPPORT _! ATTA9+ A R1SONABLE QUAL;Y ( LIFE4 ,S]VICES =M "P ( A COORD9AT$ S]VICE SY/EM ) O!R S]VICES AVAILABLE TO ! G5]AL COMMUN;Y4 ,"! IS EXT5SIVE COOP]A;N & 9TEGRA;N ) ,PROVID]S ( O!R SUPPORT S]VICES = P ) A 4ABIL;Y4 -------------------------------------#CH ;V4 ,P H ! "R TO MAKE *OICES A6ECT+ _! LIVES & TO H A3ESS TO 9=MA;N & S]VICES 9 A MANN] APPROPRIATE TO _! ABIL;Y & CULTURE4 ,! ,P]SON'S 9VOLVE;T 9 DECI.N- MAK+ REG>D+ 9DIVIDUALIS$ S]VICES RCVD IS EVID5T4 ,S]VICE PROVI.N 5SURES T #ID NO S+LE ORGANISA;N PROVID+ A#CH S]VICES EX]CISES 3TROL OV] ALL OR MO/ ASPECTS ( ! LIFE ( ! ,P]SON1 UN.S ! ,P]SON *OOSES O!RWISE4 ,PROVID]S DEMON/RATE T Z AN ORGANISA;N !Y >E A3.TABLE TO P US+ _! S]VICE4 VI4 ,P H ! SAME "RS Z O!R MEMB]S ( SOCIETY TO "PICIPATE 9 DECI.NS : A6ECT _! LIVES4 ,PROVID]S 5SURE T ,P >E 9VOLV$ " 9 DECI.N-MAK+ AB ! S]VICES : !Y RCV4 ,P >E PROVID$ ) & 5C\RAG$ TO MAKE USE ( AV5UES = "PICIPA;N 9 ! PLANN+ & OP]A;N ( S]VICES : !Y RCV4 ,OPPORTUNITIES >E PROVID$ = 3SULTA;N ) ,P 9 RELA;N TO ! DEVELOP;T ( ! ORGANISA;N'S POLICY4 VII4 ,P H ! SAME "RS Z O!R MEMB]S ( SOCIETY TO RCV S]VICES 9 A MANN] : RESULTS 9 ! L1/ RE/RIC;N ( _! "RS & OPPORTUNITIES4 ,OPPORTUNITIES >E PROVID$ = ,P TO R1* GOALS & 5JOY LIFE/YLES : >E VALU$ BY ! 9DIVIDUAL4 "<;C"> ,CLAUSE #F ADDRESSES CULTURAL A3EPTABIL;Y1 REQUIR+ "<9 CLAUSE #IE #F4A"> T ! ,PROVID] W DELIV] B#CH S]VICES 9 A CULTURALLY APPROPRIATE & COMPET5T MANN]1 5SUR+ ! 9TEGR;Y ( EA* ,P]SON'S CULTURE IS AC"KL$G$ & RESPECT$4 ,! PROVID] W TAKE A3.T ( ! "PICUL> NE$S )9 ! COMMUN;Y S]V$ 9 ORD] T "! >E NO B>RI]S TO A3ESS OR COMMUNICA;N1 & T S]VICES PROVID$ >E E6ECTIVE4 ,CLAUSE #F4B SPECIFICALLY ADDRESSES S]VICES TO ,M_AORI1 REQUIR+ PROVID]S ^: S]VICE US]S MAY 9CLUDE ,M_AORI TO DEMON/RATE 9 _! ,QUAL;Y ,PLAN H[ ! POLICIES & PRACTICES ( _! ORGANISA;N & S]VICE DELIV]Y % B5EFIT ,M_AORI4 ,? REQUIRE;T REFLECTS ! OBJECTIVE ( ! ,NEW ,Z1L& ,4ABIL;Y ,/RATEGY & ! PRIORITIES ( ! ,4ABIL;Y ,SUPPORT ,S]VICES ,M_AORI ,4ABIL;Y ,/RATEGY,- ,:_AIA ,TE ,AO ,M_ARAMA4 ,CLAUSE #F4C REQUIRES ! PROVID] TO DELIV] S]VICES TO ,PASIFIKA & _! AIGA 9 A3ORD.E ) ! PRIORITIES SET \ 9 ,FAIVA ,ORA,- ! ,4ABIL;Y ,SUPPORT ,S]VICES' ,PACIFIC ,4ABIL;Y ,PLAN4 "<;D"> ,CLAUSE #G REQUIRES ! DEVELOP;T1 IMPLE;TA;N & EVALUA;N ( #IF A TRANSP>5T SY/EM = MANAG+ & C#CH IMPROV+ ! QUAL;Y ( S]VICES1 MITIGAT+ RISKS & 5SUR+ QUAL;Y MANAGE;T & GOV]N.E TO A*IEVE ! BE/ \TCOMES = ,P4 "<;E"> ,CLAUSE #G4G PROVIDES SPECIFICALLY = RISK MANAGE;T & CLAUSE #I ADDRESSES SAFETY OBLIGA;NS IMPOS$ BY ,NEW ,Z1L& ,H1L? & ,4ABIL;Y ,SECTOR ,/&>DS & H1L? & SAFETY AT "W LEGISLA;N4 "<;F"> ,CLAUSE #H4D REQUIRES ! PROVID] TO COMPLY ) ALL ASPECTS ( ! ,H1L? & ,4ABIL;Y ,COMMIS.N] "<,CODE ( ,H1L? & ,4ABIL;Y ,S]VICES ,3SUM]S' ,"RS"> ,REGULA;NS #AIIF & ! ,UNIT$ ,NA;NS ,3V5;N ON ! ,"RS ( ,P]SONS ) ,4ABILITIES4 -------------------------------------#CI ,! ,TI] ,"O ,S]VICE ,SPECIFICA;NS 9 RELA;N TO COMPLA9TS MANAGE;T RELEVANTLY PROVIDE3 " ,! PR9CIPLE RECORD$ 9 CLAUSE #C4H T P H ! "R TO PURSUE ANY GRIEV.E 9 RELA;N TO S]VICES )\T FE> ( ! S]VICES 2+ 4CONT9U$ OR ANY =M ( RECRIM9A;N4 ,PROVID]S >E REQUIR$ TO 5SURE T #IG APPROPRIATE AV5UES EXI/ = P TO A#CI RAISE & H RESOLV$ GRIEV.ES AB S]VICES1 & TO 5SURE T A P]SON RAIS+ ANY S* GRIEV.E DOES N SU6] ANY REPRISAL4 "<;B"> ,! REQUIRE;T 9 CLAUSE #H4E T ! PROVID] 5ABLES P1 FAMILIES1 :_ANAU & O!R P TO MAKE COMPLA9TS "? A PROCESS = ! ID5TIFICA;N & MANAGE;T ( COMPLA9TS4 ,? PROCESS W MEET ! REQUIRE;T ( ! ,H1L? & ,4ABIL;Y ,COMMIS.N]'S ,CODE ( ,"RS1 & W 5SURE T3 I4 ,! COMPLA9TS PROC$URE XF IS MADE "KN TO & IS EASILY "U/&ABLE BY ,P _/ FAMILIES _/ :_ANAU & /AFF4 II4 ,ALL "PIES H ! "R TO 2 HE>D4 III4 ,! P]SON H&L+ ! COMPLA9T IS IM"PIAL & ACTS FAIRLY4 IV4 ,COMPLA9TS >E H&L$ AT ! LEVEL APPROPRIATE TO ! COMPLEX;Y OR GRAV;Y ( ! COMPLA9T4 ;V4 ,CORRECTIVE AC;NS TO ADDRESS ! COMPLA9T >E "UTAK5 9 A "TLY MANN] & ! COMPLA9ANT IS KEPT 9=M$ AB ^! AC;NS1 & POSITIVELY 5GAG$ 9 ! PROCESS Z M* Z POSSIBLE4 #IH VI4 ,X SETS \ ! V>I\S COMPLA9TS B#CI BODIES TO :OM COMPLA9TS MAY 2 MADE1 & ! PROCESS = DO+ S4 ,P _/ FAMILIES _/ :_ANAU W FUR!R 2 ADVIS$ ( _! "R TO DIRECT _! COMPLA9T TO ! ,H1L? & ,4ABIL;Y ,COMMIS.N] & TO ! ,M9I/RY ( ,H1L?1 "PICUL>LY 9 ! EV5T ( NON-RESOLU;N ( A COMPLA9T4 VII4 ,COMPLA9TS >E H&L$ S5SITIVELY ) DUE 3SID]A;N ( CULTURAL OR O!R VALUES4 VIII4 ,M_AORI & _! :_ANAU W H A3ESS TO A ,M_AORI ADVOCATE IF DESIR$1 TO SUPPORT !M DUR+ ! COMPLA9TS PROCESS4 IX4 ,P :O COMPLA91 OR ON ^: 2HALF FAMILIES _/ :_ANAU COMPLA91 % 3T9UE TO RCV ,S]VICES : MEET ALL 3TRACTUAL REQUIRE;TS4 ;X4 ,COMPLA9TS >E REGUL>LY MONITOR$ BY ! MANAGE;T ( ! ,S]VICE & TR5DS ID5TIFI$ 9 ORD] TO IMPROVE S]VICE DELIV]Y4 XI4 ,RECORDS >E MA9TA9$ ( ALL COMPLA9TS1 9CLUD+ ! \TCOMES & IMPROVE;TS T >ISE4 ,APP5DIX #B ( ! ,\TCOME ,AGREE;T D1LS ) MONITOR+4 ,:AIKAHA'S ,PORTFOLIO #II ,MANAG] MAY VISIT ,,IDEA A M9IMUM C#CI ( ONCE P] YE> TO 4CUSS & MONITOR P]=M.E1 : W 9CLUDE PROGRESS 9 A*IEV+ RESULTS = P Z \TL9$ 9 ! P]=M.E M1SURES1 & OPPORTUNITIES = "PIES TO FUR!R IMPROVE RESULTS = P4 ,:AIKAHA'S ,PORTFOLIO ,MANAG] IS REQUIR$ TO RESPOND TO REPORTS RCVD F ,,IDEA Z REQUIR$ & ,:AIKAHA'S ,PORTFOLIO ,MANAG] MAY 3TACT ,,IDEA BY PH"O OR EMAIL F "T-TO-"T Z REQUIR$4 -------------------------------------#DJ ,9 CLAUSE #B4A ( ,APP5DIX #B1 BO? "PIES AC"KL$GE ! ONGO+ NATURE ( ! ,\TCOME ,AGREE;T & ! NE$ =1 & COMMIT;T TO1 3T9U\S IMPROVE;T 9 S]VICE DELIV]Y & H1L? & 4ABIL;Y \TCOMES )9 AVAILABLE FUND+4 ,BO? ! "PIES AGREE T ? 9CLUDES F "T TO "T "PICIPAT+ 9 S]VICE REVIEW1 &_/OR AUDIT1 TO ADDRESS >1S ( POOR H1L? /ATUS &_/OR 9ADEQUATE S]VICE DELIV]Y4 ,APP5DIX #C SETS \ ! REPORT+ REQUIRE;TS ON ,,IDEA1 9CLUD+ ,CRITICAL ,9CID5T REPORT+4 "9#BG ,APP5DIX #D PROVIDES = REGUL> AUDITS ( ,,IDEA4 #AJJ ,! ,\TCOME ,AGREE;T IS A#DJ A3OMPANI$ BY ,FRAME"W ,T]MS & ,3DI;NS "<#CRD $4"> : =M "P ( ! ,\TCOME ,AGREE;T "<,FRAME"W ,T]MS & ,3DI;NS">4 "9#BH ,RELEVANTLY1 ! ,FRAME"W ,T]MS & ,3DI;NS REQUIRE T3 _4 ,:AIKAHA & ,,IDEA W MA9TA9 REGUL> 3TACT ) EA* O!R = ! PURPOSE ( MONITOR+ ,,IDEA'S P]=M.E AG/ XS OBLIGA;NS "U ! ,\TCOME ,AGREE;T2 5C\RAG+ ! ON-GO+ REVIEW & ASSESS;T ( ! E6ECTIVE;S ( ! S]VICES2 PROVID+ MUTUAL 3/RUCTIVE FE$BACK T W 5H.E ! E6ECTIVE;S ( ! S]VICES2 & ID5TIFY+ E>LY ANY ISSUES & OPPORTUNITIES TO D ?+S BETT] ON ! "P ( EA* "PY4 "9#BI _4 ,:AIKAHA IS GIV5 8,SPECIAL ,5QUIRY ,"RS0 ":1 IF X ACT+ R1SONABLY 2LIEVES ,,IDEA HAS BR1*$ ! T]MS ( ! ,\TCOME ,AGREE;T1 X MAY ACT+ R1SONABLY REQUIRE ,,IDEA TO PROVIDE 9=MA;N TO ,:AIKAHA TO E/ABLI% :E!R A BR1* HAS O3URR$ & IF S :Y X O3URR$1 &_/OR TO SUBMIT TO AN AUDIT OR ,A3R$ITA;N ,REVIEW TO #AJA E/ABLI% :E!R A BR1* IS AN B#DJ ISOLAT$ EV5T OR "O ( MULTIPLE BR1*ES4 "9#CJ _4 ,4PUTES RELAT+ TO ! ,\TCOME AGREE;T >E D1LT ) BY A 4PUTE RESOLU;N FRAME"W4 "9#CA ,APP5DIX #I TO ! ,\TCOME ,AGREE;T PROVIDES ADDI;NAL T]MS TO ! ,FRAME"W ,T]MS & ,3DI;NS1 9CLUD+ "3 _4 ,! PROCESSES = R5EWAL4 "9#CB _4 ,A 8REM$Y PLAN0 IF ,:AIKAHA 2LIEVES ,,IDEA HAS BR1*$ XS OBLIGA;NS "U ! ,\TCOME ,AGREE;T & REGUL> COMMUNICA;N DESCRIB$ 9 ! ,RELA;N%IP ,PR9CIPLES 9 ! ,FRAME"W ,T]MS & ,3DI;NS HAS N RESOLV$ ! ISSUE4 "9#CC _4 ,IF ,:AIKAHA 2LIEVES ,,IDEA HAS COMMITT$ A BR1* ( XS OBLIGA;NS "U ! ,\TCOME ,AGREE;T1 & ! BR1* POSES A SIGNIFICANT RISK TO ! H1L? & SAFETY ( P 9 ,,IDEA'S C>E1 OR O!R SIGNIFICANT RISK ( NON-COMPLI.E ) ! ,\TCOME ,AGREE;T ,:AIKAHA MAY #AJB 9ITIATE A NUMB] ( AC;NS3 C#DJ "9#CD -------------------------------------#DA ,AN AUDIT2 "9#CE &_/OR ,! APPO9T;T ( AN ADVISOR = NO L;G] ?AN #C MON?S1 OR = A "T AGRE$ 9 WRIT+1 TO ASSI/ ,,IDEA TO RESOLVE ANY QUAL;Y ISSUES4 ,! ADVISOR W MONITOR ,,IDEA'S P]=M.E & REPORT BACK TO ,:AIKAHA & ,,IDEA4 ,? IS PD = BY ,:AIKAHA4 _4 ,APPO9T AN APPROPRIATELY QUALIFI$ & EXP]I;ED TEMPOR>Y MANAG] TO TAKE OV] MANAGE;T ( ! PROVI.N ( S]VICES ON 2HALF ( ,,IDEA1 TO REM$Y ! BR1* ID5TIFI$4 ,,IDEA W 2 LIABLE = ! R1SONABLE CO/S ( ! TEMPOR>Y MANAG]4 _4 ,SUSP5D "S OR ALL ( ! S]VICES "<& SUSP5D PAY;T = ^? S]VICES"> ON GIV+ WRITT5 NOTICE TO ,,IDEA UNTIL ! BR1* IS RECTIFI$4 "9#CF _4 ,)HOLD "S OR ALL ( ! PAY;TS TO ,,IDEA UNTIL ,,IDEA HAS REM$I$ A BR1* OR UNTIL ,:AIKAHA IS SATISFI$ T ,,IDEA HAS TAK5 APPROPRIATE /EPS TO #AJC 5SURE T A BR1* ( T NATURE W N A#DA HAPP5 AG4 "9#CG _4 ,:AIKAHA MAY REM$Y ! BR1* XF & RECOV] R1SONABLE CO/S F ,,IDEA4 _4 ,:AIKAHA C EX]CISE XS T]M9A;N "RS 3TA9$ 9 ! ,FRAME"W ,T]MS & ,3DI;NS4 "9#CH ,CODE ( ,H1L? & ,4ABIL;Y ,S]VICES ,3SUM]S' ,"RS ,! ,CODE E/ABLI%ES ! "RS ( H1L? & 4ABIL;Y S]VICES 3SUM]S & ! DUTIES ( PROVID]S ( ^? S]VICES4 ,"R #AJ ( ! ,CODE SETS \ ! "R TO COMPLA93 "<#A"> ,E 3SUM] HAS ! "R TO COMPLA9 AB A PROVID] 9 ANY =M APPROPRIATE TO ! 3SUM]4 "<#B"> ,E 3SUM] MAY MAKE A COMPLA9T TO A4 ,! 9DIVIDUAL OR 9DIVIDUALS :O PROVID$ ! S]VICES COMPLA9$ (2 & ;B4 ,! P]SON AU?ORIS$ TO RCV COMPLA9TS AB T PROVID]2 & ;C4 ,ANY O!R APPROPRIATE P]SON1 9CLUD+1 I4 ,AN 9DEP5D5T ADVOCATE #AJD PROVID$ "U ! ,H1L? & ,4ABIL;Y B#DA ,COMMIS.N] ,ACT #AIID2 & II4 ,! ,H1L? & ,4ABIL;Y ,COMMIS.N]4 "<#C"> ,E PROVID] M/ FACILITATE ! FAIR1 SIMPLE1 SPE$Y1 & E6ICI5T RESOLU;N ( COMPLA9TS4 "<#D"> ,E PROVID] M/ 9=M A 3SUM] AB PROGRESS ON ! 3SUM]'S COMPLA9T AT 9T]VALS ( N M ?AN #A MON?4 "<#E"> ,E PROVID] M/ COMPLY ) ALL ! O!R RELEVANT "RS 9 ? ,CODE :5 D1L+ ) COMPLA9TS4 "<#F"> ,E PROVID]1 UN.S AN EMPLOYEE ( A PROVID]1 M/ H A COMPLA9TS PROC$URE T 5SURES T3 -------------------------------------#DB A4 ,! COMPLA9T IS AC"KL$G$ 9 WRIT+ )9 #E "W+ "DS ( RECEIPT1 UN.S X HAS BE5 RESOLV$ TO ! SATISFAC;N ( ! 3SUM] )9 T P]IOD2 & ;B4 ,! 3SUM] IS 9=M$ ( ANY RELEVANT 9T]NAL & EXT]NAL COMPLA9TS PROC$URES1 9CLUD+ ! AVAILABIL;Y ( I4 ,9DEP5D5T ADVOCATES PROVID$ "U ! ,H1L? & ,4ABIL;Y ,COMMIS.N] ,ACT #AJE #AIID2 & A#DB II4 ,! ,H1L? & ,4ABIL;Y ,COMMIS.N]2 & ;C4 ,! 3SUM]'S COMPLA9T & ! AC;NS ( ! PROVID] REG>D+ T COMPLA9T >E DOCU;T$2 & ;D4 ,! 3SUM] RCVS ALL 9=MA;N HELD BY ! PROVID] T IS OR MAY 2 RELEVANT TO ! COMPLA9T4 "<#G"> ,)9 #AJ "W+ "DS ( GIV+ WRITT5 AC"KL$GE;T ( A COMPLA9T1 ! PROVID] M/1 A4 ,DECIDE :E!R ! PROVID] I4 ,A3EPTS T ! COMPLA9T IS JU/IFI$2 OR II4 ,DOES N A3EPT T ! COMPLA9T IS JU/IFI$2 OR ;B4 ,IF X DECIDES T M "T IS NE$$ TO 9VE/IGATE ! COMPLA9T1 I4 ,DET]M9E H[ M* ADDI;NAL "T IS NE$$2 & II4 ,IF T ADDI;NAL "T IS M ?AN #BJ "W+ "DS1 9=M ! 3SUM] ( T DET]M9A;N & ( ! R1SONS = X4 "<#H"> ,Z SOON Z PRACTICABLE AF A PROVID] DECIDES :E!R OR N X A3EPTS T A COMPLA9T IS JU/IFI$1 ! PROVID] M/ 9=M ! 3SUM] ( A4 ,! R1SONS = ! DECI.N2 & #AJF ;B4 ,ANY AC;NS ! PROVID] B#DB PROPOSES TO TAKE2 & ;C4 ,ANY APP1L PROC$URE ! PROVID] HAS 9 PLACE4 ,REGULA;N #C"<#A"> ( ! ,H1L? & ,4ABIL;Y ,COMMIS.N] "<,CODE ( ,H1L? & ,4ABIL;Y ,S]VICES ,3SUM]S' ,"RS"> ,REGULA;NS #AIIF /ATES T A PROVID] IS N 9 BR1* ( ! ,CODE IF ! PROVID] HAS TAK5 R1SONABLE AC;NS 9 ! CIRCUM/.ES TO GIVE E6ECT TO ! "RS1 & COMPLY ) ! DUTIES1 9 ! ,CODE4 ,"U REGULA;N #C"<#C">1 8! CIRCUM/.ES0 M1N ALL ! RELEVANT CIRCUM/.ES 9CLUD+ ! 3SUM]'S CL9ICAL CIRCUM/.ES & ! PROVID]'S RES\RCE 3/RA9TS4 ,REGULA;N #E PROVIDES T NO?+ 9 ! ,CODE REQUIRES A PROVID] TO ACT 9 BR1* ( ANY DUTY OR OBLIGA;N IMPOS$ BY ANY 5ACT;T NOR DOES X PREV5T A PROVID] F DO+ AN ACT AU?ORIS$ BY ANY 5ACT;T4 ,"U REGULA;N #F1 AN EXI/+ "R IS N OV]RIDD5 OR RE/RICT$ SIMPLY 2C ! "R IS N 9CLUD$ 9 ! ,CODE OR IS ONLY 9CLUD$ 9 "P4 ,^! PROVI.NS >E RELEVANT TO ! #AJG 3C]N ID5TIFI$ BY ,,IDEA ) RESPECT C#DB TO ! SITUA;NS ": X FACES COMPET+ LEGAL OBLIGA;NS T MI PROVIDE VALUABLE HI/ORICAL & 3TEMPOR>Y 9=MA;N AB ! LIV$ EXP]I;ES ( ,M_AORI ) ,4ABILITIES4 #AJH ,! REPORT BY ,HECTOR ,KAIWAI & A#DC ,DR ,ALLPORT 9 TURN REF]R$ TO A #AIIE REPORT TO ! ,NA;NAL ,ADVISORY ,COMMITTEE ON ,CORE ,H1L? & ,4ABIL;Y ,SUPPORT ,S]VICES : NOT$ T _M ,M_AORI 7 MADE TO FEEL ALI5AT$ & UNCOM=TABLE BY _! 5GAGE;T ) 4ABIL;Y S]VICES4 ,CULTURAL B>RI]S1 S* Z 9ADEQUATE USE ( ,TE ,REO ,M_AORI1 LACK ( 5C\RAGE;T ( :_ANAU 9VOLVE;T1 & LACK ( 9TEGRA;N 2T SOCIAL S]VICES 7 REG>D$ Z S SIGNIFICANT 9 PREV5T+ ,M_AORI F A3ESS+ 4ABIL;Y S]VICES T ,M_AORI ) 4ABILITIES WD ONLY USE !M 9 "TS ( EXTREME NE$4 ,! REPORT HI1 EMPHASISES XS OBJECTIVE ( FOCUS+ ON ! P !Y SUPPORT1 "PICUL>LY ": ! P]SON HAS ! CAPAC;Y TO "U/& & 2 9VOLV$ :5 ! COMPLA9T RELATES TO !M4 ,! F/ "P ( ! ,POLICY SETS \ ! #AAJ /EPS REQUIR$ TO 5SURE ! COMPLA9TS C#DC PROCESS IS A3ESSIBLE4 ,! DOCU;T$ PROCESS1 IF FOLL[$1 WD 5SURE ! A3ESSIBIL;Y ( ! COMPLA9TS PROCESS4 ,= EXAMPLE3 ,S]VICE US]S >E TO 2 GIV5 9=MA;N ON ! COMPLA9T S]VICE AT ! PO9T ( 5TRY TO ! S]VICE4 ,A COPY ( ! BRO*URE IS AL GIV5 TO ANY P ACT+ ON 2HALF ( ! S]VICE US]4 -------------------------------------#DD ,! BRO*URE IS AVAILABLE & A3ESSIBLE 9 ALL S]VICES & (FIC]S4 ,X 9CLUDES DETAILS ( A FREE TELEPH"O NUMB] Z "O AV5UE = MAK+ A COMPLA9T4 ,COMMUNICA;NS AB ! COMPLA9TS PROCESS >E TO 2 9CLUD$ 9 NEWSLRS1 ON ! WEBSITE1 & 9 O!R COMMUNICA;NS1 Z WELL Z 4PLAY$ ON PO/]S4 ,,IDEA PROVIDES EASY-R1D LRS ( EXPLANA;N & APOLOGY DIRECTLY TO ! P !Y SUPPORT1 EV5 ": A COMPLA9T IS MADE ON T P]SON'S 2HALF4 ,! SECOND "P ( ! ,POLICY DETAILS ! /EPS = RESPOND+ TO COMPLA9TS F S]VICE US]S OR ^? ACT+ ON _! 2HALF4 ,! #AAA "TFRAMES = AC"KL$G+ & 9VE/IGAT+ A A#DD COMPLA9T " >E 3SI/5T ) ! REQUIRE;TS "U ! ,CODE4 ,9 MEET+S ) ME1 ,,IDEA 3FIRM$ T ^? "TFRAMES >E1 H["E1 M9IMUM /&>DS1 & T IF A M URG5T RESPONSE 0 NE$$1 T WD 2 D"O4 ,NOTABLY1 ! SAMPLE LR ( AC"KL$GE;T TO A COMPLA9ANT ADDRESSES ! 3C]N AB RETALIA;N ) ! FOLL[+ TEXT3 ,,IDEA ,S]VICES ,LTD SUPPORTS Y TO RAISE YR 3C]NS OR COMPLA9TS4 ,WE WANT Y TO FEEL SAFE :5 DO+ ?4 ,PL1SE 3TACT ME IMMLY IF Y FEEL ?R1T5$1 >E TOLD (F OR BULLI$ 2C Y H RAIS$ ? 3C]N OR COMPLA9T4 ,! ?IRD "P ( ! ,POLICY SETS \ PRESCRIPTIVE /EPS = MANAGE;T ( COMPLA9TS MADE TO ! ,,HDC4 ,DRAFT$ 9 #BJAE1 ! ,POLICY 0 S*$UL$ = REVIEW E ?REE YE>S4 ,! DOCU;T REVIEW /ATUS AT ! 5D ( ! ,POLICY 9DICATES T "! HAS BE5 NO REVIEW S9CE ,FEBRU>Y #BJAF4 ,,IDEA H SUBSEQU5TLY ADVIS$ ME T ! ,POLICY HAS _H TWO 9DEP5D5T REVIEWS COMPLET$ 9 #BJAG & #BJAI : 3FIRM$ #AAB T X 0 APPROPRIATE & N NE$+ ANY B#DD *ANGES4 ,,IDEA PLAN TO UPDATE ! ,POLICY 9 ! NEXT QU>T]1 & W REFLECT T ! TWO REVIEWS 9 #BJAG & #BJAI H O3URR$4 ,! 9TRODUCTORY PAP] PROVID$ BY ,,IDEA AL SETS \ IMPORTANT 3TEXT AB ! COMPLA9TS FRAME"W1 NOT+ T3 _4 ,9 #BJBB1 ,,IDEA RCVD & MANAG$ #GH DIRECT COMPLA9TS1 A R$UC;N F ! #AFE COMPLA9TS 9 #BJBA4 ,T R$UC;N IS ATTRIBUT$ TO AN 9CR1SE 9 ! NUMB] ( COMPLA9TS 9 ! YE> PRIOR1 LIKELY ATTRIBUTABLE TO ,COVID-#AI LOCKD[NS1 VA39A;N M&ATES1 & ! TRA6IC LI P]IOD TO ,M>* #BJBC1 ,,IDEA HAS RCVD #BH COMPLA9TS VIA ,,HDC4 ,! MAJOR;Y ( ^! H BE5 CLOS$3 ?REE COMPLA9TS >E "U OP5 9VE/IGA;N & #AC 7 REF]R$ & RESOLV$ VIA ,,HDC'S ADVOCACY PROCESS4 _4 ,X IS EVID5T F AN ,APP5DIX SUMM>IS+ ! COMPLA9TS MADE TO ,,HDC PROVID$ TO ME T ,,HDC'S ADVOCACY S]VICE PLAYS #AAC AN IMPORTANT ROLE 9 FACILITAT+ C#DD E6ICI5T RESOLU;N ( COMPLA9TS4 ,"S COMPLA9TS TO ,,HDC H BE5 REF]R$ DIRECTLY TO ,,IDEA = RESOLU;N : MAY 3TRIBUTE TO A PROMPT] RESOLU;N4 ,9 COMP>ISON1 ! OP5 COMPLA9TS CURR5TLY "U 9VE/IGA;N ) ,,HDC %[ T DELAYS C >ISE F ,,HDC'S PROCESS : IS AL REFLECTIVE ( ! 9VOLVE;T ( O!R AG5CIES 9 ^? "PICUL> COMPLA9TS4 ,= EXAMPLE3 _4 ,9 ,JULY #BJBJ1 A MATT] 0 OP5$ ) ! ,,HDC FOLL[+ REF]RAL F ! ,CORON] 9 RELA;N TO ! D1? ( A S]VICE US] 9 RESID5TIAL S]VICES 8= 3SID]A;N ( ! POLICY & PROC$URES T ,,IDEA ,S]VICES _H 9 PLACE04 ,AN 9VE/IGA;N COMM;ED 9 ,AUGU/ #BJBA4 -------------------------------------#DE _4 ,! COMPLA9T IS N[ CLOS$ & ! F9AL OP9ION PUBLI%$ ON #AG ,JULY #BJBC4 ,,IDEA 0 F.D TO 2 9 BR1* ( ! ,CODE1 B X 0 N REF]R$ TO ! ,DIRECTOR ( ,PROCE$+S4 ,A COMPLA9T 0 N"E RCVD BY ,,IDEA 9 REG>DS TO ? "PICUL> CASE4 _4 ,9 .<,,R$ACT$ #AAD #I"<#B">"".>1 A A#DE COMPLA9T 0 MADE TO ! ,,HDC .<,,R$ACT$ #I"<#B">"".>4 ,AN 9VE/IGA;N COMM;ED 9 .<,,R$ACT$ #I"<#B">"".> & ! COMPLA9T REMA9S OP54 _4 ,9 .<,,R$ACT$ #I"<#B">"".>1 A COMPLA9T ALLEG+.<,,R$ACT$ #I"<#B">"".>4 ,AN 9VE/IGA;N COMM;ED 9 .<,,R$ACT$ #I"<#B">"".> & ! COMPLA9T REMA9S OP54 _4 ,! 9TRODUCTORY PAP] EXPLA9S ,,IDEA'S DI6]5T PROCESSES = MANAG+ DIRECT COMPLA9TS & ,,HDC COMPLA9TS4 ,ANY COMPLA9T ALLEG+ ILLEGAL OR CRIM9AL ACTIV;Y "<9CLUD+ ALLEGA;NS ( PHYSICAL OR SEXUAL ABUSE"> IS REPORT$ TO ! ,POLICE4 ,,IDEA'S USUAL PROCESS IS T :ILE X RESPONDS TO ALL COMPLA9TS1 X IS LIMIT$ 9 H[ X C RESPOND TO 9DIVIDUALS :O >E N 5TITL$ OR AU?ORIS$ TO RCV P]SONAL & H1L? 9=MA;N RELAT$ TO ! S]VICE US] 9 "Q4 _4 ,9 T]MS ( /ATE;TS MADE TO ! #AAE M$IA1 ! EXT5T TO : ,,IDEA B#DE PROVIDES 9=MA;N DEP5DS ON ! CIRCUM/.ES4 ,:AT TYPICALLY HAPP5S IS T M$IA 9T]E/ W >ISE 9 RELA;N TO A COMPLA9T RCVD OR S]I\S 9CID5T T HAS O3URR$4 ,9 ^? CIRCUM/.ES1 ,,IDEA IS SIMIL>LY LIMIT$ TO :AT 9=MA;N X C 4CLOSE PUBLICLY AT T "T4 ,": ! M$IA IS REF]R+ TO NEW 9=MA;N T ,,IDEA IS N YET AW>E (1 ,,IDEA W TR1T X Z A COMPLA9T ONCE X RCVS T FUR!R 9=MA;N & IF X RELATES TO A P]SON RCVG S]VICES4 ,! 9TRODUCTORY PAP] AL DESCRIBES ,,IDEA'S 9T5D$ *ANGES TO XS COMPLA9TS FRAME"W1 3SI/5T ) XS COMMIT;T TO 3T9U\S IMPROVE;T4 ,! MA9 *ANGE "UWAY AT PRES5T IS ! 9TRODUC;N ( A NEW COMPLA9TS DATABASE : HAS BE5 TRIALL$ AT ! ,*IEF ,OP]AT+ ,(FIC] LEVEL & W 2 ROLL$ \ 9 A /AG$ PROCESS AF US] TE/+ IS COMPLET$4 ,9 ADDI;N1 ,,IDEA IS "W+ TO DEVELOP & %>E M 8CASE LE>N+S0 ) /AFF1 9 RESPONSE TO FE$BACK F A REC5T SURVEY4 ,! 9T5;N IS TO PUBLI% DOCU;TS ( ? NATURE ON A #AAF REGUL> BASIS & TO 4CUSS !M AT T1M C#DE MEET+S4 ,APP5DIX ;,C ,,IDEA ,SAMPLE ,COMPLA9TS ,! ISSUES RAIS$ 9 ! SAMPLE COMPLA9TS OV]LAP TO A C]TA9 EXT5T ) ! ISSUES RAIS$ BY "PICIPANTS ) ME & ,I H GR\P$ !M BROADLY Z FOLL[S3 _4 ,COVID-#AI RE/RIC;NS2 _4 ,COMPLA9TS TO ,,HDC2 _4 ,COMPLA9TS RELAT+ TO 9DIVIDUAL /AFF MEMB]S2 _4 ,! BA? POLICY2 _4 ,ALLOCA;N ( FUND+2 & _4 ,?IRD "PY COMPLA9TS4 -------------------------------------#DF ,COVID-#AI ,RE/RIC;NS ,TWO COMPLA9TS FOCUS$ ON ,COVID-#AI RE/RIC;NS :ILE A FUR!R TWO RELAT$ TO ! CLOSURE ( "D BASES : 0 3NECT$ TO ,,IDEA'S MANAGE;T ( ,COVID-#AI4 .<,,R$ACT$ #AAG #I"<#B">"".> A#DF ,TWO COMPLA9TS RELAT$ TO ! CLOSURE ( "D BASES OR "D S]VICES : APPE> TO 2 3NECT$ ) ,COVID-#AI,-EI 2C ( LOCKD[NS OR /AFF %ORTAGES4 ,9 ,M>* #BJBB1 ,NELSON ,,MP ,RA*EL ,BOYACK WROTE TO ,,IDEA ON 2HALF ( H] ,NELSON 3/ITU5TS :O 7 3C]N$ !Y CD N A3ESS "D BASES4 ,MS ,BOYACK'S LR AL NOT$ A 3C]N T P>5TS 7 UNWILL+ TO GIVE _! "NS 2C ( A FE> ( RETALIA;N4 .<,,R$ACT$ #I"<#B">".> RESPOND$ TO ,MS ,BOYACK BY LR ( #AF ,M>* #BJBB1 EXPLA9+ T A MEET+ _H BE5 >RANG$ ) .<,,R$ACT$ #I"<#B">".> = #BE ,M>* #BJBB4 ,! LR /AT$ T ,COVID-#AI 0 ! R1SON = CLOSURE ( "D BASES1 & HOME-BAS$ & O!R ACTIVITIES 7 2+ (F]$ Z AN ALT]NATIVE4 .<,,R$ACT$ #I"<#B">".> EXPRESS$ 3C]N AB ! FE> ( RETALIA;N & ASK$ T ANY SPECIFIC DETAILS ( RETALIA;N 2 PROVID$ S T ! ISSUE CD 2 ADDRESS$4 .<,,R$ACT$ #I"<#B">".> ,COMPLA9TS TO ,,HDC ,S"EAL COMPLA9TS H BE5 LODG$ ) ! ,,HDC1 "S ( : X IS NOT$ 7 N #AAH NOTIFI$ TO ,,IHC OR ,,IDEA F/4 ,! B#DF ,,HDC RECOMM5DS T COMPLA9ANTS F/ TALK OR WRITE TO ! P]SON OR ORGANISA;N 3C]N$ 2C 8? C HELP Y RESOLVE YR 3C]NS M QKLY40 "9#DJ ,? ADVICE IS 3SI/5T ) ,,IDEA'S COMPLA9TS BRO*URE4 "9#DA .<,,R$ACT$ #I"<#B">"".> ,GR\P ,SUBMIS.N TO ! ,,HDC ,,IDEA PROVID$ ME ) A SIGNIFICANT VOLUME ( MAT]IAL AB A SUBMIS.N MADE TO ! ,,HDC BY ,MR ;,G : 0 SD TO H BE5 MADE ON 2HALF ( A GR\P DESCRIB$ Z 8P :O >E 4SATISFI$ ) ! V POOR QUAL;Y ( LIFE ,,IHC N[ PROVIDES _! *N40 ,A NUMB] ( ! P "ND 9 ! GR\P _H AL SPOK5 TO ME SEP>ATELY AB _! 9DIVIDUAL 3C]NS4 ,! SUBMIS.N1 : IS #BI PAGES L;G1 RAISES A NUMB] ( CRITICISMS & 3C]NS AB SY/EMIC1 ORGANISA;NAL1 & POLICY MATT]S RELAT+ TO ,,IHC & ,,IDEA4 ,^! 3C]NS 9CLUD$3 _4 ,! CLOSURE ( "W%OPS 9 #BJAJ1 ! CLOSURE ( "D ACTIV;Y C5TRES & #AAI "D BASES 9 #BJBJ & !N ! C#DF SUBSEQU5T DECI.N TO CLOSE "S C5TRES P]MAN5TLY1 ! LATT] ( : 0 SD TO H O3URR$ )\T 3SULTA;N4 ,! SUBMIS.N 3T5DS T ! "W%OPS & ACTIV;Y C5TRES 7 CLOS$ 82C !Y 7 LOS+ M"OY40 -------------------------------------#DG _4 ,ALLEGA;NS T ! QUAL;Y ( S]VICES PROVID$ BY ,,IHC 2GAN TO R$UCE :5 .<,,R$ACT$ #I"<#B">".>4 ,! SUBMIS.N ASS]TS T .<,,R$ACT$ #I"<#B">".> 8D[NGRAD$ ,,IHC ,BRAN*ES TO ,ASSOCIA;NS & TOOK AWAY _! /ATUTORY P[]S S* Z VOT+ "RS40 _4 ,! *ANGE 9 NATURE ( ,,IHC F A *>;Y TO 2+ M AK9 TO A LIMIT$ LIABIL;Y COMPANY4 _4 ,! CORPORATE /RUCTURE ( ! ,,IHC ,GR\P1 9CLUD+ ! VIEW T "! 0 8NO LOGICAL R1SON :Y ,,IDEA & ,A3ESSIBLE ,PROP]TIES %D N 2 "O ORGANISA;N0 2C 8C>E ( ^? ) 9TELLECTUAL 4ABILITIES REQUIRES A V DI6]5T SET ( SKILLS & EXP]I;E TO ^? NE$$ = PROP]TY MANAGE;T40 _4 ,,IHC & ,,IDEA'S IMPLE;TA;N ( #ABJ NEW RULES TO REFLECT ! %IFT TO A#DG ! ,COVID-#AI ,TRA6IC ,LIAMET]S ( ! ,GOV]N;T'S RULES >E LI/$ B "! IS NO REF];E TO ! 4ABIL;Y-SPECIFIC GUID.E LAT] ISSU$ BY ,,DSS4 ,! CRITICISM IS ( A LA/-M9UTE *ANGE 9 ! IMPLE;TA;N ( ! NEW RULES ) ! RESULT T FAMILIES _H BE5 EXPECT+ TO BR+ _! *N HOME ON #D ,DECEMB] #BJBA B !Y 7 9=M$ ON #C ,DECEMB] #BJBA T ? WD N 2 P]MITT$4 ,! SUBMIS.N 3T5DS T 8,,IHC _H "KN " ! DETAILS ( ! TRA6IC LIT.S;S40 ,! NEW BA? POLICY4 _4 ,! REVIEW ( ! ,MEMB] ,C\NCIL & ! ROLE ( ! ASSOCIA;NS1 : 0 DESCRIB$ Z 83FUS+0 & "! 0 CRITICISM ASS]T+ T NEI ASSOCIA;NS NOR 9DIVIDUAL MEMB]S _H 8ANY SAY AT ALL REG>D+ ! REVIEW40 _4 ,! AM.T ( COMP5SA;N PD TO #ABA S5IOR /AFF & DIRECTORS4 ,! B#DG SUBMIS.N 3T5DS T X IS 9APPROPRIATE TO USE O!R COMPANIES Z A B5*M>K = REMUN]A;N DECI.NS4 ,RELAT$ TO ? 0 A 3C]N T P :O DONATE TO ,,IHC MAY 2 UNAW>E ( H[ _! DONA;NS >E US$4 ,! SUBMIS.N ASK$ T A NUMB] ( /EPS 2 TAK5 TO ADDRESS ^! 3C]NS4 ,! /EPS REQUE/$ W]E3 _4 ,ASK+ ,:AIKAHA TO 5SURE ^? ) 9TELLECTUAL 4ABILITIES H 8! DOM9ANT SAY0 9 ! C>E !Y RCV4 ,X IS SU7E/$ T = ? TO O3UR1 ,,IHC 9 XS EXI/+ =M M/ 2 4MANTL$ & REPLAC$ ) A NEW ,BO>D1 NEW ,*IEF ,EXECUTIVE1 & "S NEW S5IOR /AFF :O H F/-H& K & EXP]I;E ( 9TELLECTUAL 4ABIL;Y4 ,! SUBMIS.N AL /ATES T ASSOCIA;NS M/ 2 RE/OR$ TO BRAN*ES ) _! =M] VOT+ "RS4 _4 ,ALL "D C5TRES 2 REOP5$ IMMLY & ! 84A/R\S #BJBJ ,,IHC DECI.N0 TO CLOSE "D C5TRES 2 9VE/IGAT$4 _4 ,IMPOSI;N ( A 8H&S-ON MONITOR+ SY/EM ) DIRECT 9/RUC;NS TO *ECK T ! #ABB S]VICE 2+ PROVID$ IS 9 A3ORD.E C#DG ) :AT IS EXPECT$40 ,! SUBMIS.N SAYS T NEI ! ,M9I/RIES ( ,H1L? NOR ,SOCIAL ,DEVELOP;T H EX]CIS$ ANY E6ECTIVE MONITOR+4 _4 ,! APPO9T;T ( A 8TRULY 9DEP5D5T COMMIS.N]0 TO A*IEVE ! ABV /EPS4 ,,HDC PROVID$ ,MR ;,G'S SUBMIS.N TO ,,IHC ON #AJ ,JUNE #BJBB4 ,T LR 9DICAT$ T ! ,,HDC 0 REF]R+ ! MATT] DIRECTLY TO .<,,R$ACT$ #I"<#B">".>1 NOT+ T ! ,,HDC _H MET ) ,,IHC'S ,DIRECTOR ( ,ADVOCACY .<,,R$ACT$ #I"<#B">".> TO 4CUSS ! 3C]NS RELAT+ TO ORGANISA;N /RUCTURE1 DECI.N-MAK+1 & ! S]VICES (F]$ BY ! ORGANISA;N4 ,2C .<,,R$ACT$ #I"<#B">".> _H EXPLA9$ T _M ( ^? MATT]S 7 "QS ( RES\RC+1 X 0 APPROPRIATE = .<,,R$ACT$ #I"<#B">".> TO 3TACT ,MR ;,G DIRECTLY4 -------------------------------------#DH ,ON #CJ ,JUNE #BJBB1 .<,,R$ACT$ #I"<#B">".> RESPOND$ TO ,,HDC1 EXPLA9+ T ,MR ;,G 0 A 8L;G-RUNN+ #ABC CRITIC ( ,,IHC0 & T "! 0 A A#DH SIGNIFICANT VOLUME ( CORRESPOND;E AB ! SAME MATT]S N[ RAIS$ 9 ? COMPLA9T4 ,! LR /AT$ T ,,IHC _H 3T9U$ TO 5GAGE ) ,MR ;,G TO SEEK TO RESOLVE 8 3C]NS1 B HE _H 83T9U$ 8 CRUSADE0 AG/ ,,IHC N"E!.S4 .<,,R$ACT$ #I"<#B">".> SD T ,,IHC WD RESPOND TO ,MR ;,G REG>D+ ? LATE/ COMPLA9T1 B X WD N 2 5GAG+ FUR!R ) HM 2C ! MATT]S HE 0 RAIS+ _H BE5 REP1T$LY ADDRESS$ ) HM OV] ! PRIOR TWO YE>S4 .<,,R$ACT$ #I"<#B">".> AL SIGNALL$ T HE WD 2 ASK+ ,MR ;,G TO C1SE & DESI/ F MAK+ ANY FUR!R PUBLICLY DEFAMATORY COM;TS S* Z ^? 9CLUD$ 9 8 COMPLA9T4 ,ON #F ,OCTOB] #BJBB1 .<,,R$ACT$ #I"<#B">".> S5T ,MR ;,G A C1SE-&- DESI/ LR4 ,T LR NOT$ T ,,IHC _H RESPOND$ TO ,MR ;,G ON NUM]\S O3A.NS & HE _H BE5 PROVID$ ) MULTIPLE OPPORTUNITIES TO AIR 8 GRIEV.ES 9CLUD+ 9 A MEET+ ) .<,,R$ACT$ #I"<#B">".>4 ,X DESCRIB$ ,MR ;,G'S 8UNABAT$ CAMPAIGN0 AG/ .<,,R$ACT$ #I"<#B">".> 9 V>I\S COMMUNICA;NS TO ,,IHC MEMB]S1 ! ,,IHC ,BO>D1 & #ABD V>I\S GOV]N;T AG5CIES & M9I/]S4 B#DH ,X AL NOT$ T ,,IHC _H RCVD OV] #CJ WIDELY CIRCULAT$ COMMUNICA;NS ( A SIMIL> NATURE F ,MR ;,G 9 ! PRIOR ?REE YE>S4 ,ON #I ,NOVEMB] #BJBB1 ,,HDC WROTE TO .<,,R$ACT$ #I"<#B">".> EXPRESS+ 4APPO9T;T AT ! 9DICA;N 9 8 #CJ ,JUNE LR T HE _H N YET RESPOND$ TO ,MR ;,G'S 3C]NS4 ,! LR /AT$ T ! ,,HDC'S DECI.N TO TAKE NO FUR!R AC;N 0 BAS$ ON ! EXPECTA;N T ,,IHC WD USE XS BE/ 5D1V\RS TO 5GAGE ) & RESOLVE ,MR ;,G'S 3C]NS4 ,! LR REF]R$ TO ,"R #AJ ( ! ,CODE "<"R TO COMPLA9"> & EMPHASIS$ T X 0 IMP]ATIVE = PROVID]S TO 5GAGE ) COMPLA9ANTS & SEEK TO RESOLVE _! COMPLA9TS4 ,! LR !N /AT$ T IF ,,HDC 0 N SATISFI$ T ,,IHC _H 5GAG$ E6ECTIVELY ) ,MR ;,G1 X WD 8ELECT TO TAKE FUR!R AC;N1 9CLUD+ BR++ ! COMPLA9T TO ! ATT5;N ( O!R AG5CIES S* Z ,:AIKAHA40 .<,,R$ACT$ #I"<#B">".> RESPOND$ ! SAME "D1 ATTA*+ ! #F ,OCTOB] LR TO ,MR ;,G4 .<,,R$ACT$ #I"<#B">".> RESPONSE EXPLA9$ T ! DELAY 9 RESPOND+ 0 2C ,,IHC _H BE5 AWAIT+ 9=MA;N F ,:AIKAHA & #ABE ! ,M9I/RY ( ,H1L? PURSUANT TO A C#DH REQUE/ "U ! ,(FICIAL ,9=MA;N ,ACT4 .<,,R$ACT$ #I"<#B">".> AL REP1T$ T ! RELA;N%IP ) ,MR ;,G 0 HI/ORICAL & COMPLEX & 9 REC5T YE>S HE _H UN=TUNATELY 8ELEVAT$ 8 MALICI\S CAMPAIGN ( 49=MA;N AG/ ,,IHC _/ ,,IDEA ,S]VICES & V>I\S O!R P40 ,X EXPLA9$ T .<,,R$ACT$ #I"<#B">".> MET ,MR ;,G & 8 FAMILY 9 ,AUCKL& 9 8A G5U9E ATTEMPT TO RESOLVE 8 PR(U.N ( MISGUID$ ISSUES0 B NO RESOLU;N 0 A*IEVABLE4 ,! LR NOT$ AL T ,MR ;,G'S CORRESPOND;E DEMON/RAT$ 3FU.N & A LACK ( "U/&+ AB ,,IHC'S ,3/ITU;N & DECI.N-MAK+ PROC$URES ": DECI.NS >E FUNDA;TALLY VE/$ ) ! MEMB]S ( ! ,SOCIETY4 ,X FUR!R EXPLA9$ T ,MR ;,G _H RAIS$ 8 3C]NS AG AT AN ,,IHC =UM 9 ,AUCKL& & NOT$ T ,MR ;,G'S VIEWS Z EXPRESS$ "! 7 %>$ BY ONLY 8A SMALL M9OR;Y ( P1 "S ( :OM >E N ,,IHC MEMB]S1 NOR D !Y RCV S]VICES F U40 .<,,R$ACT$ #I"<#B">".> RESPOND$ 9 DETAIL TO ! MA9 ISSUES RAIS$ 9 ,MR ;,G'S COMPLA9T4 ,8 LR EXPLA9$3 "<;L"> ,CLOSURE ( "D C5TRES3 ,! #ABF ,M9I/RY ( ,SOCIAL ,DEVELOP;T D#DH FUNDS ! VOCA;NAL S]VICES ON A 3TRIBUTORY BASIS4 ,"! IS NO 3TRACT OR POLICY T REQUIRES "D S]VICES TO 2 PROVID$ AT SPECIFIC PROP]TIES4 ,! "D BASE OR ACTIV;Y C5TRE IS N ! S]VICE XF2 X IS ONLY ! PROP]TY ": S]VICES >E DELIV]$4 ,! ORGANISA;N _H TO MAKE *ANGES 9 REC5T YE>S TO IMPROVE F9ANCIAL SU/A9ABIL;Y4 ,*ANGES 7 "!=E MADE TO ! USE ( PROP]TIES 9 DELIV]+ S]VICES4 ,! *ANGES 7 -------------------------------------#DI IMPLE;T$ FOLL[+ EXT5SIVE 3SULTA;N & 5GAGE;T ) S]VICE US]S & _! FAMILIES4 ,9 RELA;N TO ! ,NEW ,Z1L& ,H]ALD >TICLE SUPPLI$ BY ,MR ;,G : DESCRIB$ 8 DAUEA ,MANAG] PROVID$ AN UPDATE ON H] WELLBE+ & ONGO+ SUPPORT DUE TO ,MR ;,G'S 3C]NS AT ! "T4 ,! ,MANAG] 3FIRM$ T ,MR ;,G'S DAU 3C]NS AB H] WELLBE+4 A#DI "<;M"> ,ORGANISA;NAL /RUCTURE3 ! LR /AT$ T ,,IHC IS 5TITL$ TO /RUCTURE XF 9 :AT"E WAY X DET]M9ES "U XS ,3/ITU;N4 ,,IHC MEMB]S >E ABLE TO RAISE MATT]S AT ! ,,AGM : ,MR ;,G HAS D"O4 ,COMMUNICA;NS 7 S5T TO S]VICE US]S & _! FAMILIES 9 ,OCTOB] #BJBJ REG>D+ ! ,NA;NAL ,S]VICES REVIEW4 ,! MAJOR *ANGE ORGANISA;NALLY F T REVIEW 0 TO %IFT TO A 8"O T1M0 MODE ( SUPPORT+ P R ?AN ORGANIS+ T1MS BY S]VICE /AFF4 ,? WAY1 /AFF SUPPORT WD REFLECT 9DIVIDUALS' GOALS1 NE$S & ASPIRA;NS4 ,Z A RESULT ( *ANGES TO ! S]VICE DELIV]Y MODEL1 P NO L;G] _H TO G TO A "D BASE Z A MATT] ( C\RSE2 P CD G DIRECTLY TO COMMUN;Y ACTIVITIES2 "! 0 AN 9CR1S$ FOCUS ON ! USE ( COMMUN;Y & MA9/R1M SPACES4 "<;N"> ,REPRES5TA;N & 9VOLVE;T 9 ,,IHC DECI.N-MAK+3 ,,IHC MEMB]S APPROVE ! PHILOSOPHY1 POLICY & /RATEGIC DIREC;N ( ! ORGANISA;N AT XS ,,AGM4 ,S]VICE US]S H A SAY 9 L9E ) S]VICE SPECIFICA;NS & "PICUL>LY ) RESPECT TO _! P]SONAL #ABH SUPPORT PLAN4 B#DI " ,COVID-#AI AL]T LEVEL RESPONSE3 ,,IHC CD N COM;T 2C ! COMPLA9T DID N 3TA9 ANY SPECIFIC EXAMPLES ( 9DIVIDUAL S]VICE US]S 2+ A6ECT$4 "<;P"> ,BA? BAN3 ? DECI.N REFLECT$ ,,IHC'S 5TITLE;T TO MAKE OP]A;NAL DECI.NS4 ,! BACKGR.D TO ! BA? POLICY 0 EXPLA9$ & AG1 ! COMPLA9T DID N 9CLUDE ANY SPECIFIC DETAILS ( 9DIVIDUALS' 2+ A6ECT$ BY ! *ANGE4 .<,,R$ACT$ #I"<#B">".>4 ,! NEW POLICY IS EXCEP;NS BAS$1 N A BAN4 ,( ! #B1BJJ P 9 ,,IDEA'S RESID5TIAL PROP]TIES1 FEW] ?AN #AJ.0 PREVI\SLY US$ A BA? ) ANY FREQU5CY4 ,! POLICY,-: 0 TO 2 REVIEW$ 9 ,FEBRU>Y #BJBC TO REFLECT H1L? & SAFETY ADVICE,-ALL[S = 9DIVIDUAL CASES TO 2 REVIEW$ Z NE$$4 "<;Q"> ,,IHC MEMB]%IP PROCESS3 MEMB]%IP ISSUES 7 4CUSS$ AT MEMB]S' =UMS4 "<;R"> ,REMUN]A;N ( S5IOR /AFF & DIRECTORS3 ^! AM.TS >E BAS$ ON 9DEP5D5T B5*M>KS & ,,IHC IS 5TITL$ TO #ABI E/ABLI% XS REMUN]A;N POLICIES4 C#DI "<;S"> ,3C]N AB DONORS' 2+ UNAW>E ( H[ _! FUNDS >E ALLOCAT$3 ,,IHC 0 UNABLE TO COM;T 2C "! 0 NO EVID;E TO SUB/ANTIATE ? CLAIM : 9 ANY EV5T FALLS \TSIDE ! ,CODE4 "<;T"> ,3SULTA;N3 ! ,NA;NAL ,S]VICES ,REVIEW 9CLUD$ TWO PHASES ( EXT5SIVE 3SULTA;N 9 #BJBJ4 ,DUR+ ! F/ PHASE1 =UMS 7 HELD NA;NALLY & ATT5D$ BY M ?AN #HJJ P4 ,FACE TO FACE =UMS ) S]VICE US]S 7 ATT5D$ BY M ?AN #EHJ P1 & #A1CDD S]VICE US]S PROVID$ FE$BACK ONL9E1 9 WRIT+1 OR BY EMAIL4 #D1CJJ FAMILY MEMB]S 7 9VIT$ TO "PICIPATE & #DJE -------------------------------------#EJ RESPOND$4 ,( ! #CD ASSOCIA;NS 9VIT$ TO "PICIPATE1 #AH RESPOND$4 ,9T EH SECOND PHASE1 #EAJ FAMILY & :_ANAU MEMB]S "PICIPAT$ 9 AN EXT]NALLY FACILITAT$ =UM RUN BY A SPECIALI/ 4ABIL;Y 3SULTANT1 & #IGB S]VICE US]S "PICIPAT$ 9 A S]VICE =UM4 ,DRAFT REPORTS TAILOR$ = EA* ( ^! GR\PS 7 CIRCULAT$4 "<;U"> ,/AFF TRA9+ & RECRUIT;T3 ! LR EXPLA9$ ! TRA9+ (F]$ TO SUPPORT #ACJ "W]S & REJECT$ ! ALLEGA;N ( A#EJ 9ADEQUATE TRA9+ ( /AFF4 ,3TEXT 0 PROVID$ AB /AFF %ORTAGES 9 #BJBB DUE TO ! ,COVID-#AI VA39A;N M&ATE1 ECONOMIC TR5DS & IMMIGRA;N POLICIES1 & 9CR1S$ SICK L1VE & ,COVID-#AI SPECIAL L1VE4 ,,IHC HAS OV] #DJJ VACANCIES & ! PROBLEMS ) LACK ( /AFF >E WIDESPR1D ACR ! H1L? & 4ABIL;Y SECTOR4 "<;V"> ,\TL9E ( ,,IDEA & ,,IHC'S COMPLA9T RESOLU;N PROCESS3 A COPY ( ! ,COMPLA9TS ,MANAGE;T ,POLICY 0 SUPPLI$4 ,G5]ALLY1 COMPLA9TS >E MANAG$ LOCALLY UN.S "! IS A NE$ TO ESCALATE TO ! ,,COO OR ,*IEF ,EXECUTIVE4 ,S]VICE US]S >E GIV5 BOOKLETS SETT+ \ ! COMPLA9TS PROCESS & A PLA9 LANGUAGE V].N ( ! ,CODE4 ,/AFF >E TRA9$ 9 ! COMPLA9TS PROCESS4 ,ALL ,,HDC COMPLA9TS >E OV]SE5 BY ! ,,CE & ,,COO4 ,ANY COMPLA9T 9VOLV+ AN ALLEGA;N ( CRIM9AL OR ILLEGAL 3DUCT IS REF]R$ TO ! ,POLICE4 ,! LR 5CLOS$ A NUMB] ( APP5DICES1 9CLUD+ A PAP] 5TITL$ 8,DIV]G+ ,OBLIGA;NS3 ,HUMAN ,"RS & ,H1L? & #ACA ,SAFETY40 ,? PAP] USES ! EXAMPLE B#EJ ( ! D1? ( A S]VICE US] 9 A BA? AT AN ,,IDEA PROP]TY TO 4CUSS ! 3FLICT+ EXPECTA;NS & OBLIGA;NS ON 4ABIL;Y S]VICE PROVID]S 9CLUD+ ,,IHC_/,,IDEA4 ,X NOTES ! NE$ = CLE> GUID.E F ,GOV]N;T AG5CIES Z TO ! BAL.E 2T SUPPORT+ 9DIVIDUALS' "RS & ORGANISA;NAL OBLIGA;NS TO COMPLY ) H1L? & SAFETY LEGISLA;N4 ,! PAP] NOTES T IF ! CURR5TLY 8UN"WABLE0 SY/EM IS N RECTIFI$1 "! W 2 9CR1S$ RE/RIC;NS ON ! P LIV+ 9 SUPPORT$ A3OMMODA;N4 ,COMPLA9TS ,RELAT+ TO ,9DIVIDUAL ,/AFF .<,,R$ACT$ #I"<#B">"".> ,BA? ,POLICY .<,,R$ACT$ #I"<#B">"".> ,ALLOCA;N ( ,FUNDS .<,,R$ACT$ #I"<#B">".> ,?IRD ,"PY ,COMPLA9T .<,,R$ACT$ #I"<#B">".> #ACB ,APP5DIX ;,D3 C#EJ ,O!R 3SULTA;N ,,HDC ,I AL MET ) REPRES5TATIVES F ,,HDC1 9CLUD+ ! ,DEPUTY ,COMMIS.N]1 TO GA9 FUR!R 9SI4 -------------------------------------#EA ,! 9DIVIDUALS :O ,I SPOKE TO AT ! ,,HDC DESCRIB$ ! ,,HDC'S APPROA* ( E>LY 9T]ROGA;N1 ON RECEIPT ( A COMPLA9T1 TO DET]M9E :E!R X FALLS )9 ! ,,HDC'S JURISDIC;N4 ,! "Q ( JURISDIC;N IS ADDRESS$ AT ! TRIAGE /AGE & ! 9T]NAL LEGAL T1M ADVISES ON 8GREY >1S0 & :E!R "! IS A CLE> DEL91;N 9 T]MS ( :E!R A COMPLA9T WD M APPROPRIATELY 2 3SID]$ BY ANO!R AG5CY4 ,,HDC IS CAUTI\S N TO 9T]PRET COMPLA9TS TOO LIT]ALLY4 ,= EXAMPLE1 IF A COMPLA9T RAISES 3C]NS AB FUND+1 X MAY 2 ! CASE T ,,HDC _C /RICTLY D1L ) T "PICUL> ISSUE B P]IPH]AL #ACC MATT]S S* Z ! ADEQUACY ( A#EA COMMUNICA;NS AB FUND+ >E )9 ,,HDC'S REMIT4 ,I 0 9=M$ T ! "Q IS N ALW SIMPLY "O ( JURISDIC;N B :E!R ,,HDC IS ! MO/ APPROPRIATE AG5CY TO 3SID] A COMPLA9T4 ,MATT]S C 2 REF]R$ TO ,,HDC'S ADVOCACY S]VICE1 ,:AIKAHA1 ETC1 REG>D.S ( :E!R ! COMPLA9T IS )9 ,,HDC'S JURISDIC;N4 ,,HDC IS RCVG 9CR1S+LY M COMPLA9TS & ! (FICE IS UN1SY AB MATT]S 8SITT+0 ) ,,HDC IF "! IS A MATT] T NE$S TO 2 ADDRESS$ URG5TLY "<= EXAMPLE A SAFETY 3C]N">4 ,,HDC MAKES PROACTIVE REF]RALS IF "! >E ISSUES T ANO!R "PY C ADDRESS4 ,": A MATT] IS RELEVANT TO ,:AIKAHA1 ,,HDC TYPICALLY W %>E 3C]NS AT ! \TSET & KEEP ! COMPLA9T OP54 ,! ,,HDC IS 9 ! PROCESS ( 8TAK+ /OCK0 ( XS ,MEMOR&A ( ,"U/&+ ) V>I\S AG5CIES & !Y AC"KL$GE T "! IS B5EFIT 9 "S JO9T "W 2T ! 3TACT OR RELA;N%IP P]SON AT EA* AG5CY4 ,! ,,HDC EMPHASIS$ ! VALUABLE ROLE ( _! NA;NWIDE ADVOCACY S]VICES1 NOT+ T _! ADVOCATES >E WELL-PLAC$ TO ASSI/ P ) 4ABILITIES & TO APPROA* PROVID]S #ACD ": APPROPRIATE4 ,ADVOCATES C B#EA ASSI/ N ONLY ) RESOLV+ COMPLA9TS1 B !Y C AL TAKE PROACTIVE /EPS "? T>GET$ 5GAGE;T ) 3SUM]S & _! FAMILIES & :_ANAU4 ,,HDC IS LOOK+ AT FE$BACK & SURVEYS TO ID5TIFY OPPORTUNITIES TO 5GAGE ) GR\PS & "U/& _! EXP]I;ES 9 GRT] DETAIL & ! ADVOCACY S]VICE (F]S SIGNIFICANT POT5TIAL 9 ? RESPECT4 ,,HDC AL RECOGNISES T "! IS SCOPE TO EXP& CULTURAL SUPPORT = FAMILIES & :_ANAU 9 REFLEC;N ( ,,HDC'S EQU;Y & ,TE ,TIRITI COMMIT;TS4 ,,HDC APPO9T$ A ,KAITOHU ,MATAMUA ,M_AORI _\ ,DIRECTOR ,M_AORI APPROXIMATELY #AH MON?S AGO & T P]SON HAS PLAY$ AN IMPORTANT ROLE AT ,,HDC4 ,! ADVOCACY S]VICE HAS A NUMB] ( ,M_AORI ADVOCATES :O SUPPORT ,,HDC'S OBJECTIVE ( PROMOT+ RE/ORATIVE PROCESSES4 ,,HDC 0 CLE> T COMPLA9TS MADE TO !M >E LOOK$ AT CLE>LY "? ! L5S ( ! 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