Whaikaha welcomes review into policies, processes, and practices for managing complaints

Whaikaha – Ministry of Disabled People - welcomes the report into the processes and practices for managing complaints about the delivery of disability support services by IDEA Services.

Whaikaha commissioned independent Barrister Rachael Schmidt-McCleave to undertake this review in response to information about the standard of disability support services provided by IDEA Services, including its engagement with the people IDEA Services supports, and their whānau.

“The process has been thorough, and I particularly want to acknowledge the whānau who have contributed to the review by sharing their stories,” says Amanda Bleckmann, Deputy Chief Executive for Commissioning, Design and Delivery.

“Our highest priority is the safety and wellbeing of disabled people, and we take our responsibilities to disabled people receiving disability supports through Whaikaha funded providers seriously.

“Disabled people should receive the support they need in a way that respects their rights, dignity and autonomy. We will continue to listen to the experience of the people we are here to serve,” says Amanda Bleckmann.

“We sought recommendations about the role Whaikaha should take in responding to complaints about the disability service providers we fund. We accept all the recommendations that relate to our role.

“We also asked for advice on whether IDEA Services’ complaints processes and its approach to responding to complaints was appropriate. We will be working with IDEA Services to strengthen processes and practices for managing complaints.

“We would also like to acknowledgement the cooperation of IHC and IDEA Services, and the other agencies who have participated in this process.

“We commit to continuing to work collaboratively with IDEA services, our other service providers and the disabled communities to rebuild trust. We all want to see improved experiences of disabled people and their family supported through IDEA and other Whaikaha funded providers, as a result of this review. says Amanda Bleckmann.


More information

The final report was received by Whaikaha on 19 October.  It has been proactively released on our website: Cabinet Papers and information Releases

It is your right to give feedback or to make a complaint about disability supports or services you've received. Find out how to make a complaint and what happens after: Disability Services complaints and feedback