Feedback, Complaints & Compliments

At JSMS we aim to provide respectful, culturally safe services for everyone we work with.

We welcome both compliments and complaints.
Your feedback helps us recognise what we are doing well and identify where we can improve.

You have the right to raise concerns or share positive experiences about our service.

I want to provide feedback

  • Anyone involved with JSMS services can provide feedback, including:

    • Clients

    • Victims

    • Offenders

    • Advocates

    • Guardians

    • Whānau members

    • Support people

  • You can contact us if you would like to:

    Make a complaint

    For example if you feel:

    • You were treated disrespectfully

    • Your privacy was not respected

    • A service did not meet your expectations

    • A staff member acted inappropriately

    • Something went wrong during a process

    Give a compliment

    For example if:

    • A staff member supported you in a meaningful way

    • You felt respected or well cared for

    • A process worked well for you

    • You want to acknowledge someone’s work

    We value hearing about both positive and negative experiences.

  • You can make a complaint or give a compliment in several ways:

    • Speak directly to a JSMS staff member

    • Ask for a Complaints and Compliments Form

    • Fill out the contact form by clicking in the “I want to provide feedback”.

    • Email our service delivery manager directly at eve@jsms.co.nz

    • Ask a trusted person (advocate, whānau member, or support person) to assist you

    Feedback can be verbal or written.

    1. We will acknowledge your feedback as soon as possible, within 5 working days.

    2. Our Complaints Officer will review the concern.

    3. We may speak with you and any JSMS team members involved to understand what happened.

    4. We will aim to resolve the issue as quickly as possible, usually within 10 working days.

    5. If the complaint is serious, it may require a formal investigation.

    We will keep you informed during the process.

  • Of course! You may have a support person at any stage of the process, such as:

    • an advocate

    • a whānau member

    • a trusted support person

    We aim to ensure the process is respectful, fair, and culturally appropriate.

  • Our Complaints Officer may consider involving an outside mediator, or escalating the issue to one of our Directors. If either party are not satisfied with the outcome, further review may be requested from an independent organisation for support.

    These could include:

    • Office of the Ombudsman

    • Human Rights Commission

    • Office of the Privacy Commissioner

    These organisations can provide independent advice or assistance.

  • All complaints are treated confidentially.
    Information will only be shared when necessary, and only to necessary people in order to investigate and resolve the issue.